If you are familiar with online advertising and are involved in your company's marketing team, you probably already know that 98% of website visitors won't sign up for your product or service right away. How can this substantial amount of bounced traffic be retained? How can more shopping carts be saved?
Using live chat, most customer issues are resolved in 42 seconds. 63% of customers reported that they are more likely to return to a site that offers live chat. If this comes as news to you, you'd be surprised to learn just how much live chat can build transparency and trust among customers.
When someone visits your site, it's because they need some information about your website or your products. Put your best foot forward and make that first impression count. Identify your customer's navigation pattern, based on their location, and send targeted messages that encourage them to chat.
Mentioning your customer's name lends a personal touch.
Once a customer becomes a recurring customer, it is natural to assume that they will return no matter what. How can live chat help you sustain and nurture this relationship you've built?
The probability of selling to a new prospect is 5-20%. When selling to an existing customer, the probability jumps to 60-70%. To craft a conversation with returning customers, check previous conversations you've had with them, i.e, the chat history.
Creating targeted, conversation-starting chats can be an incredible way to boost the conversion rate of your page.
Once the customer has stated their issue, listen carefully and ask questions that will help analyze the problem. Don't overdo it by providing information that may be too technical for the customer to grasp.
Be persuasive, not pushy.
A recent analysis of interactive chat suggests that investing in reactive chat can produce a 15% return on investment, while investment in proactive chat will produce up to 105% ROI.
60% of customers say they hate waiting longer than a minute for a live chat agent to respond. This includes the wait time spent during call transfer or when visitors are put on hold. Remember the annoying music that plays while you're on hold?
Sooner or later, customer support will throw you a curveball. You may have to handle a problem you've never seen before. It's your responsibility to juggle between solving your customer's problem and gaining their satisfaction.
"When customers share their story, they're not just sharing pain points. They're actually teaching you how to make your product, service, and business better." - Kristen Smaby
What if you come across a customer service situation that demands your immediate attention, but no script or template has prepared you for this moment? Every live chat agent encounters an angry customer at some point.
Customer service expert Robert Bacal provides the CARP acronym to deal with angry customers:
Lead qualification is the first step in generating a visitor's score. A pre-chat form is used to collect visitor information prior to the chat, which you can assign specific teams to assist with.
Set rules and allocate points for definite conditions, for example:
Add 20 points if the visitor's last visit duration is more than 2 minutes
Add 10 points if the visitor's last visit duration is less than 2 minutes and more than 1 minute
These accumulated scores, summed up as the visitor's lead score, helps to discern the opportunity for closing a deal.
Even when the necessary training and script is given to the chat agent, mistakes may still occur. Be clear and direct about the fact that you've made a mistake.
Apologize for personal mistakes, but also for mistakes made by someone else. You are representing your company, not yourself as an individual.
A company's churn rate is measured by the percentage of customers who have cancelled their subscription to a product or service within a given timeframe. Eighty-five percent of customer churn is due to poor service. There are many ways you can use your live chat service to retain customers. Ideally, this should be practised well ahead of time, so that the customer does not, in any scenario, feel the urge to switch over to another product or service provider.
Visitors who show interest in your product are your potential customers. To convert them into customers, you need to nurture them through making their purchase decision.
Attach Yes, I'm interested! and No, thanks CTA buttons for visitors to respond to the message.
Now that you've provided your customers with quality service and they've given their approval, it's crucial that they help spread the word. Turning your satisfied customer into a genuine brand advocate can be a huge boost to your conversions. This is a marketing strategy with low investment and high potential returns.
Most companies use live chat with handy features like triggers and shortcuts. Use this technology appropriately and sparingly. Live chat platforms are essentially used to provide a personal connection between you and your customer. Before setting automated triggers, think about how it will enhance your conversation.
Step 1: Select the phase where the trigger message should appear
a. when a customer lands on your site
b. when a customer accesses a particular page on your website
c. when the visitor performs a specified action or
d. when a visitor leaves your website
Step 2: Set the pre-determined conditions
Step 3: Set the point when the chat window should open
Typing Indicator: It's always great to have a head start when you need to know what your customers are thinking. By framing responses even before they finish typing, you can save time and handle multiple chats.
52% of consumers will abandon online purchase if they can't find quick answers-so the key is to reply instantly and accurately. But what if you're not sure about the solution you're giving? Promote cross-department cooperation-chat agents should know about the product lines in your organization. This will help them to perform both as a salesperson and support personnel.
Customers start chatting to look for expert advice or for more detailed information. Being too straightforward and replying "I don't know" just won't do. Understand that customers are not fully aware of the product, and as a chat agent, it is you who have in-depth knowledge about the product/service.
Understanding your customer's buying patterns and needs is essential to reducing bounce rates. Some business applications show the customer's response even as they're typing, so the live chat agent can preempt their requirements.
A Kissmetrics report suggests that friendly customer service agents contribute significantly to brand loyalty. Not to mention that an honest response is sure to guarantee your client's respect!
Do you miss someone's question due to high visitor volume? What if visitors send a message to your live chat customer support and neither you nor your chat agents attend to them? You could potentially lose customers if this continues, unchecked.
When reaching out to a global audience, cross-cultural interactions are inevitable. After the proper research and analysis, you could choose the foreign languages that you would like to provide support in. Hiring support staff who are proficient in the language is the next step.
Rohan, a non-native English speaker could attend to his chats with foreign clients as Ryan. Real-time chat translation options such as those provided by Zoho SalesIQ will also come in handy.
Up-selling is a popular sales technique all sales agents are familiar with. Most customers, too, are aware of the optional upgrades to their purchases. Take your most recent visit to any fast food joint. Do you recall being asked, "Do you want extra toppings with that?" Cross-selling works on a similar principle. It involves selling your customer a product that is related to, or may be used in combination with, the product they are interested in.
Canned responses are like saved chat shorthand. Instead of typing the same answer for the nth time, they save keystrokes and shorten your response time. Use preconfigured responses to answer standard questions.
Google Analytics is a free, versatile tool you can use to analyze the activities on your site and improve SEO. One of its features generates a visitor navigation report. With this data, you can send targeted messages to the customer and close deals faster. Follow a data-driven approach for pages that are converting well.
Retargeting or remarketing is powered by a cookie-based technology that allows you to track your website visitor even after they leave your site. Take, for instance, a visitor who spends time on your website, but doesn't sign up for your product or service. Through retargeting, a simple code or pixel will follow them across the sites they navigate. As the page loads, you can bid for your advertisement to be placed. In nanoseconds, your ad will be viewed by your audience, once again reminding them of your brand presence and value.
Chat bots are programs that use artificial intelligence to mimic human conversation. It's easier to create chat bots than to train chat agents, but the challenge is how to make them sound convincingly human. Fifty-one percent of people say that a business support needs to be available 24/7. That's not possible for many companies unless chat agents work in shifts to address the clients.
Instead, connect with customers using a simple pre-chat form and send canned responses, which are prepared earlier for these situations.
Usually customer inquiries are one of two types: Either the customer is unaware of the features and looking for more details, or they're in a dilemma about a purchase decision. It's more important to create customer satisfaction by presenting choices, than it is to close the deal right away.
A/B Testing Live Chat: As discussed, live chat holds the potential to impact your ROI greatly. It is crucial, therefore, that you test your live chat service from time to time and update your services as required.
Lamar wanted to check the test results for two different variations of a single live chat feature. In version A, he added a call-to-action button, while version B didn't have one. After testing the two versions on a sample of 500 visitors each, he could observe a conversion rate of 12% in version A and a conversion rate of 3% in version B. To test the results, he used a set of metrics that included the visitor ratings and bounce rates.
The post-chat survey can help you evaluate your service and fine-tune whatever needs improvement. So, the next time you interact with customers, you'll know you're providing services that meet their requirements to the dot.
Following up is essential in all stages of the customer cycle, from target audience to prospects to after-sales. It's a great way to build trust, and this trust will lead to customer loyalty.
Chat transcripts provide valuable information both for customers and chat agents. They include visitor ratings and other related information. Providing customers with chat transcripts shows your dedication to doing a thorough job while giving customers quick access to past solutions.
How do you ensure that your client becomes a returning customer? Customer loyalty goes a long way toward bringing them back and bringing in more business. Having a loyalty program or reward system for frequent customers can be a big value-add.
Ending the conversation is also a mark of the service you provide. Before ending the conversation, ask if you can be of any further assistance. If any further action is to be taken, clarify what was agreed upon.
Quality customer service is fundamental to the long-term success of any business. Live Chat provides instant support and information to any customer who faces challenges in online shopping. According to Forbes, 92% of customers feel satisfied when using the live chat feature compared to other communication channels. The key differentiators in favour of Live Chat include providing convenience to the customers, increasing sales, boosting customer loyalty with instant replies, addressing customer pain points and giving you the edge over competitors.
We hope that the tips included in this e-book provide positive results in your business. Happy selling!