What Live Chat Brings to Your Business
Potential customers are always on the lookout for a product or service that meets their needs. With your website, social media presence, and advertising efforts, you’re at a good starting place to build brand awareness and convert visitors into customers.
However, the advantage of Live Chat provides you an opportunity to greet your website visitors in real-time, just like if they were stepping foot in your physical store. Sometimes all that makes or breaks a sale is a question about discounts, pricing, or even shipping options. If your visitor can’t find the information they’re looking for, they’ll most likely abandon their cart and leave. Having an agent right there to help guide people the remaining way to check out can be the final step to making the sale that your business was lacking.
How to Create a Great Customer Experience on Live Chat
Live Chat is the ideal way to interact with a customer on your website, but you need to make sure each visitor is being treated the way you would expect to treat a customer face to face.
Just like you would welcome a visitor to your store, each Live Chat session should start with a cordial greeting to the visitor and a friendly inquiry about what the agent can help the customer with. This helps set the expectation for a friendly, and helpful interaction. Remember to keep your responses quick to the point of being almost instantaneous.
The conversation should be kept professional and courteous—no matter the tone of the visitor—and transparent. Leave the pushiness at the door. The sale isn’t the most important thing, your customer is. Keep in mind the key to the conversation is to solve the inquiry and leave the customer with a good experience.
If potential customers are experiencing pain points, Live Chat data is a good place to gather what the most common ones are and get them addressed quickly. Perusing Live Chat data also provides the opportunity to consider frequently asked questions that you may not address in your content. If such an opportunity arises, consider answering these questions on your website to create a better experience for future visitors.
Why Your Live Chat Can Build the Bridge to Communication and Loyalty
As customers get to know your business through brand awareness, you want to create a way to interact with each of them on a personal level. That’s where Live Chat comes in. Not only does it provide a non-intrusive way to communicate with website visitors, but it also boosts your credibility.
People like to know they’re dealing with real people on the other side of the screen and Live Chat technology reminds them of that. Social interactions are always shifting and just because someone is shopping online doesn’t mean they can’t receive the same welcome they would get in a store.
Let people know you’re there even if they’re “just looking” with the personal touch of a Live Chat application. Before you know it, you’ll see an increase in customer trust and loyalty.
