Live chat support is the most convenient option to provide real time support to customers, and also you can get better conversion by using it in an effective manner. Many softwares are available that can be used for giving instant access of technical support agent to customers which may lead to better conversion rate. A recent survey conducted with 2,000 consumers resulted live chat as a highly rated tool for customer service channel. This is scientific substantiation of what many companies already know.
“62% reported being more likely to purchase from the site again. A further 38% of respondents said they had made their purchase due to the chat session itself. All these attitudes were even more prevalent among respondents who bought online at least weekly.” (emarketer.com Survey)
By using it in the correct manner, you can:
- Increase your conversion rate: By providing them real time support, you can make your visitor to get properly engaged with your website and then which may convert a visitor into a dedicated customer.
- Build a strong customer relation: Customer service planning is the part of a strong business strategy. Many organizations use Live Chat support to build customer trust which is necessary to fabricate interest in CRM.
- Create an ardent platform for customers: Everyone likes fast service. Nobody wants to get engaged with technical problems coming to the website or services and hence that can be a better option to provide customers a dedicated agent that can solve problems in instant basis.
Tips to increase the effectiveness of Live Chat to improve conversions:
- Make it convenient for use:
A study of “Making Proactive Chat Work” conducted by Forrester Research found the following:“Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.”An online chat system is for providing customers immediate support without wasting time while surfing. Using toll free number is definitely a better idea of providing support, but in e-marketing, these all are considered as old strategies as it takes lots of time with massive numeric options. Many customers consider live chat a helpful tool and in e-marketing, it helps in gaining the returning visitors.
- Powerful Analytics
Make use of live chat tool that includes powerful analytics to track the most visited pages and how long a visitor is staying on the page and also track the source or reference that is how your customer got there. Although normal analytics perform well, but live chat analytics have their own importance to track the chat session in a better way.
- Listen to Customer Carefully
Sometimes it's hard to understand some customers demand in online chat, but take sufficient time to get the exact point and then move forward. Don’t let your customer to take the false decision in any case and try to solve their issues in a meaningful manner to build the strong relationship.
- Training for Team Members
Make sure that your chat representative is knowledgeable about your website navigation and inventory. Cheat sheet and FAQs can help to improve their experience and it makes it easier to answer any query in a quick and easy manner.
- Make it Effective in Real Time Manner
Using auto response is time saving and sometimes effective, but excessive use of auto response may drop off the effectiveness of live chat system. So try to avoid robotics as much as possible.
- Surges in Chat Volume
If your representative is busy in somewhere else, you need to drop a message to the customers like “ You are in queue and our representative will contact you shortly”. These types of messages help customers to understand and create a good impact.
How to choose the right live chat plan for your business
Many live chat solutions are available but choosing the best suitable option is the smart decision. Below is the list of top softwares, you can go through them and choose the best one for your business.
- LivePerson - a bit expensive, but popular choice
LivePerson is one of the top chat options, helpful in getting more customers with its flexible features. This is the popular chat option but everyone cannot afford it in easy manner. Although the disadvantage is the budget. This is the only concern with LivePerson. The main reason behind the popularity is the flexibility and ease of use. It’s a featured rich software which integrates with Facebook and Salesforce that includes powerful analytics tools for both admin and operators, helpful in tracking the full information of customers.
- Comm100 Live Chat - user friendly
Comm100 Live Chat is popular for its simplicity. Everyone can afford it and customize it as required, even one can remove the ‘Powered by’ logo. Comm100 chat option integrates with Salesforce. It is flexible in a pocket friendly manner, providing the features which are suitable for every business.
- Livezilla - real time monitoring
Livezilla is commonly used for live chats and monitor your website visitor in real time. It is well-liked for its advanced features like real time visitor monitoring, tickets and helpdesk, multi-website support, customization and branding. It is also available for mobile versions and supports IOS, android and Windows Phone 7/8.
- Zopim - easy customizable
Zopim is a quick and responsive chat solution which is less complicated and easily accessible. Basic reason behind its popularity is user friendly and customization features. It gives friendly and supportive dashboard that can be customized in any way you want.
These are some popular chat options that you can use for your business. Many other live chat solutions are also available in the internet, but it is recommended to review the service properly and then choose the best suitable solution for your business. Feel free to share your opinions through commenting.