Live chat will assist in enhancing the user experience, generating leads, and increasing sales revenue.
Using live chat, your company can communicate with consumers in real-time. When a consumer accesses your live chat application, they may interact with your staff and get immediate help. You may integrate live chat software into your website, mobile site, and applications to assist consumers.
Though live chat is an excellent tool for collaboration, it is capable of far more than just answering consumer questions every day. It can become a perfectly tuned revenue-generating engine with the right approach. There is a lot of live chat app in the market but Gorgias stands apart.
Here are 5 live chat strategies to increase your conversion rates.
1.Be available when your customers need it
This is the zone where live chat really shines. Customers will type their issues into the chatbox and get instant responses from you. Live chat support can boost your sales conversions and customer retention.
One way to set yourself apart from your competitors is to demonstrate your accessibility and to be honest about your team’s online and offline times.
Keep in mind though that some of the peak hours for e-commerce are between 8 p.m. and 9 p.m. If you don’t have someone monitoring your customer channels 24/7 or during peak hours, you can utilize an integrated helpdesk like Gorgias, which has self-serve chat options so your customer isn’t left hanging. This is especially important if your customers are based in different places all over the world.
2. Collect customer insights with live chat
How satisfied or dissatisfied are your clients with your service? Did you assist them in resolving their issue? Is there something you can do to improve your performance? A chat will show a great deal about the level of consumer loyalty and the efficiency of the operation. Live chat customer service is of vital importance to the survival of any business.
An online chat is an excellent way to ascertain client trigger points. For example, if customers continue to inquire about delivery methods, it may be that the product definition is confusing. Alternatively, whether they inquire into how a product functions or the origins of the products, it might be useful to revise your product summary to provide more information. You may also have a presentation video to demonstrate how your product makes their lives easier.
Then, use all the insights you’ve gained for your retargeting campaigns, update your site to increase conversion rates, and improve your customer service strategy. Did you know that Gorgias has much more features than the live chat Facebook app?
3. Display greetings based on customer behaviors
Today’s consumers demand an unprecedented level of personalization during their shopping journey. They desire to be understood and acknowledged.
When it comes to personalization, relevance and pacing are critical. By displaying the appropriate message at the appropriate time, you can significantly improve your conversion rate.
In Gorgias, you can use the chat campaign feature to customize your live chat boxes to appear on different pages. You can even customize the message depending on the page a live chat appears on.
Let’s look at an example.
A visitor wearing a cardigan sweater is perusing your product list. Assume this individual is involved in cardigan sweaters and initiates a live chat session with an automatic greeting asking if you can assist them with something.
Meet your prospects where they are in the customer journey. If they’re browsing specific pages, they’re probably looking for information relevant to those pages.
If they’re not, it’s good to ask so you can guide them to the right page or answer their questions in real-time. You don’t know when your customers will need you, so it’s better to be proactive. Having a live chat on the website will give you that edge against your competitors.
4. Remove objections on checkout pages
You’ve probably taken a lot of time to optimize your checkout process. Yet on average, over 70% of customers abandon their cart.
That means no matter how many customers have already completed checkout on your site, a larger percentage won’t. So you need to continuously review and optimize your checkout page.
One of the things you can do to help is incorporate a live chat on your checkout pages. This gives your customers a way to ask any question that could prevent them from completing their purchase. “Why is the total shipping fee so high?” “I can’t type my credit card number,” “Why is the discount rate lower than what you offered me?”—all of these questions can occur in the checkout process.
If you’re concerned about distracting your customers in the checkout process with live chat, then you can insert a live chat button in a visible spot on these pages and never let it pop up by default.
That way, shoppers who just want to check out quickly without interruptions can do so. Meanwhile, those who might need a little help can click the live chat button and get their questions answered.
5. Continue chat conversations after live chat ends
You already know live chat is an excellent lead generation and qualification tool. So, don’t waste your opportunity to do some follow-ups after an ended live chat session.
The relationship between you and your customer just started.
When doing a follow-up, keep these in mind:
Let potential customers know who you are and what you are contacting them about.
Refer to your previous conversation. This will help your customers easily recognize you and also build trust with them.
Let them know you’ll keep them updated with special offers, and if they have any further questions, they can reach out to you via email, phone, or any other way.
Try the above five tactics, and you’ve already made great headway towards increasing your online sales in 2021.
In case you don’t know how to get started, sign up for a Gorgias account and create your first live chat. Gorgias is the best live chat and help desk ticketing system for e-commerce, so it could be the tool you’re looking for.
DISCLOSURE: This post contains affiliate links, which means that if you click on one of the product links and make a purchase, I will receive a small commission. Which helps me support the channel to make quality content and recommend products for you.
Create complicated conversational flows with simplicity, flexibility, and speed with Landbot’s drag-and-drop builder – no code necessary. We shall look as to why you should use the Best No-Code Intuitive Chatbot Builder – Landbot.
A chatbot platform enables organizations to create conversational solutions, automating their communication operations in the process. The majority of chatbot builders are low- or no-code, which considerably accelerates and simplifies bot creation, making conversational solutions more accessible by default.
A no-code chatbot platform is a software application that enables you to construct a conversational app or bot without having any coding knowledge. This implies that you can create the conversational flow, use rich UI components like buttons and carousels, and exploit connectors without having any technical skills. That is sales teams, customer support representatives, and marketing.
An excellent chatbot platform is simple to use and intuitive. While every tool has a learning curve, the finest makers make it simple to navigate and accomplish tasks.
Another critical component of brilliance is its diversity of characteristics. This is particularly true for no-code technologies since their features govern their adaptability to varying customer demands.
Personally, we feel that a great maker should be accompanied by an equally fantastic support system that is responsive and prompt. In our experience, it is the help provided at times of need that contributes most to client success. With a single click, deploy chatbots on major messaging channels or on the web as pop-ups, widgets, landing pages, or website embeds.
The way a chatbot operates is determined by the kind of bot.
Rule-based chatbots operate on the selected system, guiding users via a planned decision tree-like flow. They are more organized and ideal for jobs that need some direction.
On the other hand, artificial intelligence bots examine a user’s natural input and, using their training, determine the user’s purpose; then, they either ask further questions or provide an answer. The user has greater flexibility in this circumstance. However, if not properly constructed, excessive liberty might result in confusion and friction.
From Minute One, Increase Conversion Rate
Increase conversions by shortening response times and customizing the client experience at every touchpoint, from the first to the last.
For Your Conversations, an Intuitive Drag-and-Drop Interface
Create, share, and achieve success.
Bring discussions to life via the use of strong building pieces and bespoke designs that fit your brand’s image. All of this is in a single user interface.
Integrate chatbots seamlessly into your company workflows via native integrations. In a single click, connect to your tools.
Create chats on the web, WhatsApp, Facebook Messenger, or any other channel that supports the API. Maintain a presence in the areas where your clients congregate.
Instant Messaging Makes It Easier to Convert Visitors to Loyal Customers
Effortlessly connect your online and WhatsApp experiences. Permission for WhatsApp communication may be obtained using conversational means. Using WhatsApp, keep your prospects informed, engaged, and connected without requiring them to leave their comfort zone.
Templates for Pre-Configured Chatbots
Streamline your chatbot-building process by using pre-built bot templates for common scenarios. Discover all of the templates available for lead generation, product launch, event registration, and job application!
Custom Build with Multiple Uses
Convert your most often used dialog flow sequences (for example, email verification or signup) into virtual bricks that you can reuse in any new bot with a single click. Utilize pre-made brick templates or construct your own!
Formatting Without Using Code
By adjusting your bot to each circumstance and target demographic, our numerous formats – landing page, site embed, pop-up, and website widget – double your lead-generating capabilities.
What Are the Benefits of Chatbots for Your Business?
Put an end to the “fill-in-the-form” drama and gather lead data in real-time with the assistance of always-friendly, helpful, and accessible chat operators.
Rather than boring consumers with lengthy forms, transform surveys into conversational experiences and watch your response rate skyrocket.
Utilize intelligent integrations and targeted inquiries to analyze and qualify prospective leads without compromising the user experience.
Respond to Frequently Asked Questions
Allow no prospective clients to wander aimlessly in your website’s void. Allow your bot to respond to frequently asked questions immediately.
Utilize bots to identify concerns, lay the groundwork for a more rapid resolution, improve service, and automate mundane procedures.
Utilize conversational chatbot surveys to make delivering product feedback simple, memorable, and most importantly, personal.
Immediately Locate Products
Convert discussions into a product finder, a clever filter that instantly offers related goods to the consumer.
Purchase Tickets & Make Reservations
Allow consumers to make tickets, appointments, or reservations effortlessly and without friction during a discussion.
Recruitment & Orientation
Enhance employee experience with automated recruiting and onboarding processes that retain a human touch.
Affiliate Disclosure: This post contains affiliate links, which means that if you click on one of the product links and make a purchase, I will receive a small commission. Which helps me support the channel to make quality content and recommend products for you.