Benefits of Live Chat in Sales & Customer Support

How do you help your customer convert? A few months back we had a visitor on the SixFive website. They had been drawn to the site by a blog post about mobile apps, and had some questions. Luckily, they were able to pick up the phone because our number is in the header of the […]
May 20, 2014 9:39 am

How do you help your customer convert?

A few months back we had a visitor on the SixFive website. They had been drawn to the site by a blog post about mobile apps, and had some questions. Luckily, they were able to pick up the phone because our number is in the header of the site. That turned into a sale. Some days though, you can’t always get to the phone so you employ a call centre.

These connected systems allow us to help our prospective and current clients, get answers fast. Now though, is the age of personalisation. Video is making great strides to deliver content that allows people to find a bond with you, without being face to face. Content on your website answers questions. Live chat delivers exact, personal answers without the need for phone calls.

So how do you enhance your conversion rates for potential clients visiting your website? Online chats have evolved over time from being just teenage gossip tools to critical online business tools which every business should thrive to explore their full potential. With minimal operator training your can engage many more potential clients than you can on the phone.

Here are three benefits of live chat:

A live chat eases your conversion channel

If a client visits your site and is taken by a product, but with questions that stop them from hitting Buy Now is not good enough. Reducing this friction in your buying channel with live chat can help any potential client get the chance to chat with sales or support, getting the answer fast, and closing the deal.

A live chat keeps potential clients engaged

More often than not, there are pages after your homepage where your visitors exit. These are the pages that do not keep the clients engaged causing them to wander far away from your site. It is hard to keep all your content up to date and informative, we can’t all think of every last FAQ, or objection a client has. It is paramount to ensure the live chat is prominent such that when potential clients don’t understand the contents of the page, they have the option of getting instant clarification. This is one great way to convert customers who would otherwise have walked away.

Live chats are great for introducing new features

Live chats not only serve the purpose of answering questions regarding existing products but they are also a great tool for rolling out new products. A new product implies new features. You want your clients to sail smoothly with the new features as they try to understand how the product works. A great opportunity thus presents itself. With an online live chat, you will not only get the chance to explain your new features but also close a sale. A client may just be interested in your new features and after some little convincing, you have a sale.

With that in mind, when you get a live chat, be open, clear and honest. If a product is out of stock, give a specific answer on dates of replenishment. Help the user trust you.

[panel style=”success” title=”Recommendation” text_align=”left”]SixFive uses, and recommends Zopim Chat – give it a try in the bottom right corner!  [/panel]

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SixFive is builds websites and mobile apps that drive business. If you’d like some assistance in building a platform that is easy to manage, looks great, and drives sales, drop us a line, we’d be only too happy to assist you.

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