Have you ever wondered why stores have in-store workers stationed in every other corner, ready to assist consumers with their purchases? Customers who know what they want to buy and have traveled a long distance shouldn’t require any assistance, right?
Not at all. Customers are spoiled for choice, which they both enjoy and find annoying. It is not as simple as placing an item into the cart and swiping the card to make a purchase; they require assistance to cut through the clutter and make a purchasing decision. Websites have replaced businesses in recent years, but the demand for support has not changed. Live chat comes to the rescue, successfully providing digital customers with in-web assistance.
1. Leverage Real-time Engagement to Prevent Drop-offs
A live chat agent can interact with consumers in real-time, grasp their intent and pain areas, and lead them with the most appropriate advice – a goal that every communication channel aspires to but seldom achieves. Service representatives can only attend to one customer at a time on all other channels. At the same time, agents cannot be on two calls or answer to numerous emails. However, live chat allows agents to handle several chats at once while maintaining a consistent chat distribution.
80 % of live chat messages are responded to within 40 seconds. This level of responsiveness will make a favourable impression on any consumer and prevent them from leaving with unanswered inquiries. Even if the question is beyond the area of the live chat agent’s expertise, the agent can forward it to the relevant team and go on to the next conversation. With live chat, you can take advantage of every chance.
2. Identify High and Low Potential Leads to Streamline Sales Efforts
Every salesperson wastes too much time on a lead that will never convert once in a while. The reason for this is that in sales, you must know who you’re speaking with and what their requirements are. Unless you’re working with a repeat customer, it’s impossible to know. The first stage in lead nurturing is to speak with the individual and learn about their goals. A visitor who inquires about the Christmas sale half a year in advance has a lower conversion rate than one who knows exactly what model, colour, and the capacity car he or she wants to buy.
By qualifying leads before they enter the sales funnel, live chat agents free up time for sales professionals. Lead qualification is the process of identifying a lead’s conversion potential and the likelihood of conversion. With live chat and chatbots handling simple inquiries and know-how questions, the sales team will only be able to focus on high-quality prospects. As a result, marketers and sales teams may effectively leverage live chat to expedite their activities.
3. Create Targeted Messaging Plans to Attract Potential Customers
Customers aren’t always sure what they want to buy or what they’ve put in their shopping cart. They could simply be browsing or comparing prices. They are viewing your website on purpose, even if they aren’t precisely high-quality leads. The same is true for your Facebook fans. They may not buy today, but they may in the future.
You can use live chat tools to actively reach out to these clients and send them proactive customized messages. Event-based messaging can be used to start live chat conversations that could lead to transactions. Because no ice-breaking is required, you can use appropriate inquiries, quick follow-ups, and individualized attention to convert hesitant leads into engaged clients.
4. Use Omnichannel Benefits to Help Customers Pick Where They Left Off
Regardless of how they found you – web, social media, or a phone app — everybody who clicked on your brand name is a possible new consumer. Customers can even switch between channels in the middle of a transaction, making omnichannel customer engagement, which combines experiences across all channels, a popular notion. Internal and external channels, such as Facebook Messenger, can be easily integrated with live chat.
As a result, you don’t have to limit the radar of your sales to your website. With the ability to meet consumers where they are, you can take advantage of every sales opportunity. If a visitor abandons a website or shopping cart and then returns to Facebook, you’ll know where to go from there.
5. Perform Customer Profiling to Retarget Customers
While live chat was originally designed to duplicate the in-person experience on the website, it has grown to become much more. A significant benefit of using a live chat platform is the informational head start it provides. To provide the best recommendations, you need to know more than what clients say about their buying journey – their purchase history, buying behaviour, preferences, and current needs. Customer profiling refers to the process of constructing portraits of consumers based on their purchasing history and previous contacts.
6. Finally — Build Relational as Opposed to Transactional Relationships
Live chat allows you to trace the customer journey for customer profiling and brings information to you when you need it using CRM connectors. Businesses frequently notice a significant boost in average order value and recurrent online transactions when they have access to context.
Utilize the advantages of live chat to develop relational (long-term value) rather than transactional (single-sale, short-term value) partnerships. This can be accomplished by occasionally shifting the focus from selling to compassionate dialogues. Rather than simply selling a product or service, you can advise customers on how to get the most out of it. Sales will continue to flow once you have gained the trust of your clients. Finally, analyse your live chat KPIs with a strong analytics platform like HappyFox Business Intelligence to ensure long-term sales growth and customer pleasure.
Is it Worthwhile to Leverage Live Chat Sales?
Customers will drop off or switch to a different website if they have unanswered queries when viewing your website. Lead generation, customer profiling, up-selling, customised marketing, retargeting, and a variety of other purposes can all be accomplished via live chat. According to research, clients are more inclined to buy from you if you offer live chat, and 63 % of customers are more likely to return if you offer live chat.
In sales engagement, the requirement for a quick reaction is greatest, and live chat allows you to be in the right place at the right time, ensuring that no opportunity is missed.
Final Thoughts on Live Chat for Sales
Knowing when to sell and when to support is equally crucial, as selling is merely the beginning of a lengthy journey. Set up a sales procedure depending on your industry type, customers, and priorities once you’ve successfully implemented live chat. The nice part is that digital marketing and online sales work for both low-touch e-commerce and high-touch B2B businesses.
Virtual Experts provides a chat system that is simple to integrate with your help desk, and all pricing levels include unlimited agents. Read the best practices of live chat support here