- January 14, 2022
- by Last expert
- Blogs, Chat Support, Non Voice Support
- 0 Comments
In the previous several years, digital marketing has witnessed a lot of changes.
There have been a plethora of innovative strategies to market your business, create more visitors, and enhance conversions, ranging from video marketing to customer-driven contests.
Live chat is one that attracts everyone’s attention. If you would like to know how chat support impacts your business read here.
It’s something you’ve seen before. It’s possible you’ve even used it!
You may find on websites at bottom of the page a “ Chat Now” button.
When you press the button and up pops: instant customer service!
It made perfect sense to everyone when live chat first became popular. Being able to communicate with clients in real-time on a homepage or landing page has a lot of power.
It also aids in the development of personal relationships with your customers. Customers will be predisposed toward you if they can contact you directly for a customised answer.
The only issue? Many firms, in our opinion, are misusing it.
When used right, live chat may be a game-changer, but it’s still so new that most organisations aren’t sure how to make the most of it.
Many are trying to learn new methods to make the most of live chat. But, thus far, anyone can find a few tactics that are both effective and simple to implement.
In fact, We assisted one of our clients in increasing their conversion rate by 45 % by using live chat.
That isn’t a one-off achievement. Here you will find the recommendations we gave to our customers, and you too can start using them right away to improve your conversion rates.
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Why live chat works
Knowing why things succeed is crucial in marketing, in our opinion. That way, you’ll be able to figure out why you succeeded and reproduce it.
Live chat is no different. So, let’s take a look at why live chat is so effective.
A live chat box may appear unassuming at first glance, and it may be hiding in plain sight. It’s hidden in the lower right-hand corner, in the little remark box.
The chat box will appear when you click on the symbol.
To your visitors, this small box is a significant deal.
Before live chat, there were only two ways to contact businesses if you had a question: by phone or through email.
This was an issue. Calls could devolve into a game of “listen to the automated prompts, press the appropriate keys, and wait 10 minutes.”
It may irritate any.
Furthermore, many people dislike chatting on the phone.
Email is convenient, but it can take a few hours or even days for a company to answer.
If you’re on a website and want to learn more about a product or service, neither option is great. And it was into this void that live chat stepped in.
You may now enter a quick message into the chat box instead of dialling a phone or sending an email, and it will be responded to practically instantly: Here is some data that demonstrates the effectiveness of live chat.
usually gets answered in a flash.
Prepare to get your mind changed if you think “live chat can’t be that wonderful.”
Here’s why customers adore chat, as well as the science behind it.
Live chat is quite useful. Live chat is one of the most convenient ways for people to learn more about a product or service.
Until the user decides to bring it up, a chat box sits quietly in the corner of the screen (typically the lower right corner). And when someone writes in a question, it is generally answered almost instantly.
That’s why the vast majority of individuals (about 79 %) choose to use live chat.
Surprisingly, the ability to multitask is the second most common reason for consumers to use live chat.
Customers will find live chat useful in this situation as well. They don’t have to interrupt their work to make a phone call or send an email.
That’s why live chat is so popular with customers.
The customer’s decision-making process is aided via live chat. Customers that use live chat are frequently in the process of completing a transaction or considering making one.
It’s critical to communicate with customers at this moment, and it works. According to Forrester Research, having questions addressed by a live person while purchasing something is one of the most significant benefits of a website for 44 % of online shoppers.
That’s right––just responding to a customer’s question can make the difference between a sale and a bounce.
This is supported by the following figures from SoftwareAdvice.com:
Customers are delighted after using live chat. Customers leave the engagement with a positive impression of the site because their questions were quickly and simply answered.
Many other kinds of B2C communication pale in comparison to live chat:
People adore being able to communicate in real-time and have their questions answered quickly. If your consumers are on your website, they will be able to receive immediate assistance without having to wait.
“Will live chat actually enhance my conversion rate by 45 %?” you might be wondering.
If you follow the methods aforementioned, you will be convinced that live chat will help you achieve your goals.
Here’s something you don’t hear about very frequently. The average conversion rate is only about 2.35 %, which is quite low.
At the same time, conversion rates for the top 25% of sites are approximately 5.31 %, and the top 10% are around 11.45 %. (WordStream provided these figures.)
According to a report published by ApexChat, “live chat can improve web leads by an average of 40%.” And that is only the average.
It wouldn’t be a surprise if your conversion rate increased by more than 45%
Live chat isn’t a magical cure, but it can help you increase conversions. Let’s have a look at what you’ll need to accomplish in order to achieve your goal.
Use the chat box to communicate value
You probably think of communicating with customers when you think about using live chat to enhance your conversion rate.
But have you considered leveraging the conversation box itself to boost conversions?
Here you will find what has been said. The majority of live chat boxes like this one:
And although that’s good, your live chat window might be used for so much more.
What, after all, happens in chat rooms? Copy for an advertisement. That’s what’s going on, whether you’re trying to develop ad copy for your chat boxes or not.
So why not make the most of it? Your chat box has the ability to accomplish two things at once: 1) function as a live chat; 2) function as an ad or popup.
Prymaxe, a music retailer, excels at this. The chatbox is closed when you enter the site, but there’s a caption that’s impossible to ignore:
Their customers are aware from the start that they would not only receive assistance but also a bargain. If you’re selling high-ticket things like Prymaxe, this type of phrasing is very enticing.
Of course, you don’t have to use this precise technique. Mailgen, for example, employs straightforward content that enables visitors to introduce themselves:
If you perceive the chatbox as a tool to communicate with customers via text messaging, you can begin the conversion process right now.
Including the appropriate copy in your chatbox can also assist your clients in getting off to a good start. They’ll feel welcomed and have positive feelings about your company right away.
Train your chat support team
Your live chat system’s support crew is its lifeblood. That is why it is critical to provide them with specific training for live chat.
This is an area of live chat that few companies consider. They understand the need for having skilled live chat representatives, but they underestimate how critical it is.
Your customers will remember the contact with your representative rather than the chat software. In short, great live chat representatives will help you increase conversions by a factor of ten.
Because live chat is so new, it necessitates a specific skill set. In fact, inside salespeople outperform customer service professionals when it comes to live chat.
Live chat agents must also be able to communicate in the customer’s native tongue.
In general, you should speak in a semi-formal tone. Here’s a great technique to get your chat chats started:
It’s straightforward, yet it gets the job done.
You’ll also need to be adaptable enough to recognise how your customers communicate and speak in their voice.
It’s a fine line to walk. You don’t want to appear unprofessional, but you also don’t want to talk down to your consumers. This is when your ability to communicate comes in helpful!
For instance, consider the following live chat scenario:
Take note of how the live chat representative begins with a kind but professional tone. That’s fantastic!
If we were to continue this conversation, I would use slightly more informal language. “Perfect!” may be a good example. I’m happy they appeal to you. “What size are you looking for?”
It’s still professional, but it’s more conversational now. In a live chat, you typically want to be conversational.
Most of your clients aren’t going to be creating sentences in the manner of a click-worthy headline. Instead, they’ll be at ease and looking for assistance. As a result, you should be at ease and willing to assist.
If the consumer, on the other hand, is formal, you should be as well. Any live chat agent should be able to easily adjust to the customer’s voice.
Also, avoid using jargon or insider slang. Your customers may be unfamiliar with your product or service.
You should not speak down to your customers, but you should presume that they are unfamiliar with your product simply to be safe.
You risk alienating leads if you make too many assumptions.
Create a seamless chat protocol
Our clients are typically astonished by how much work goes into developing a fantastic live chat system when we consult and talk about it.
It’s not a one-and-done situation. You must establish a protocol to follow and be able to adjust it.
Here are the exact procedures for creating the best chat protocol that we recommend.
Make greetings that are friendly. “Greetings” are just chat box popups that appear automatically. Many chat platforms allow you to set greeting triggers.
You can, for example, trigger the chat box to appear if you know someone is a first-time visitor. You can also set it to appear when a specified period of time has passed.
Depending on the sort of greeting, many chat platforms also allow you to choose alternative starting statements.
Prepare templates ahead of time, but be prepared to change them on the go. When it comes to live chat, boilerplate templates can come in handy.
The difficulty with templates, though, is that they don’t always function.
What we tell our clients is this: Prepare a list of frequently asked questions (FAQs) with answers. It’s better if you use a document so you can copy and paste the answers you’ve prepared.
Most of the time, these pre-made responses will need to be tweaked somewhat. It may just take 10 seconds to change a few phrases, but it can make a significant effect.
In fact, if you want to have the finest live chat ever, we recommend avoiding boilerplate responses entirely.
When a live chat representative uses a template, customers can typically tell, and it’s a big turnoff.
Customized responses, on the other hand, can go a long way if they are consistent with your brand.
Customers will be more open to making a purchase and will have a better opinion of your organisation if they believe they’re speaking with a living, breathing individual.
Take proactive steps toward your objectives. You can use live chat in a variety of ways, and each one may result in a conversion.
We’ll concentrate on selling via chat in this piece.
Being a live chat salesperson can be challenging. Customers shouldn’t feel like they’re being “sold to.”
Simultaneously, you don’t want a warm lead to vanish before you obtain their contact information. As a result, it’s critical to lead clients in the right route while still collecting their information.
To give you an illustration of what we are discussing, consider the following:
This is an excellent response, and it’s understandable given that email is an excellent channel for communicating product information.
With just one stone, you can kill two birds. It assists the consumer and grants you permission to obtain their contact information and/or contact them.
You should not, however, be pushy or try to create ways to contact customers when it is not necessary.
Making a list of potential possibilities to organically retrieve someone’s contact information is beneficial. That’s something you could do if the customer:
enquires about pricing options
enquires about customised solutions
Inquires about your product or service in great depth.
Although he expresses uncertainty, he wishes to maintain contact.
Simply guide the buyer to the finish line if they are going to make a purchase.
This isn’t a difficult task, but it’s essential for a good live chat system.
You’re ready for any and all eventualities by designing a routine like this, and you have a clear aim in mind.
You might not believe it, but this method is the live chat’s secret sauce. All businesses that use live chat to increase conversions use similar systems.
This is what will set you out from the crowd. You’ll be known for having a top-notch chat service, and customers will rave about your business.
Conclusion
Many of our clients have expressed an unwillingness to use live chat because it appears to be too difficult.
They’re much more amenable to the concept when we tell them that live chat reduces support expenses by 30% and raises conversion rates by nearly half.
The advantages of live chat appear to be too wonderful to be true, but if you put in the effort to build a successful chat system, you’ll realise how true those benefits are.
Businesses who complain about live chat are almost always doing it incorrectly. Their chat platforms are monotonous and impersonal.
Live chat only works when there are genuine, responsive persons providing visitors with personalised responses.
Is live chat appropriate for all businesses? To be honest, it’s useful for almost every form of internet business that requires some amount of client engagement.
If you’re thinking about using live chat, here are two questions to consider:
Is your company selling products or services over the internet?
Is your company in need of a sales or customer service team?
Does your customer service team communicate with prospects and customers via email, social media, or other online channels on a frequent basis?
If you answered yes to all of these questions, your company is a good fit for live chat.
There are many of transactional SaaS products that don’t require a customer service crew or live chat.
Hundreds more, however, could benefit from live chat.
If you want to make more personal connections and enhance your conversions, live chat is a must-try.
