“Many eCommerce companies use live chat to get beyond the two percent barrier. According to Neil Patel, a New York Times best-selling author, live chat may increase conversion rates by 45 percent. Quiq has compiled a list of the 15 most successful methods to connect with your consumers without diverting them from their core aim of purchasing. Customers like the option of chatting with a firm over dialing a phone number.”
You’ve built your eCommerce website and want it to perform the hard work for you in terms of educating your consumers, elevating your brand, and showing your items and services in the best light possible.
The problem is that your conversion rate is still at or below 2%. Many eCommerce companies use live chat to get beyond the two percent barrier.
Customers may be having trouble checking out because they can’t locate what they’re looking for or have queries about shipping or incentives.
You’re wasting money if you don’t actively assist clients when they’re on your site, contemplating a purchase, or attempting to finish a transaction. When compared to phone support, live chat is a more convenient and cost-effective alternative for site owners to assist their clients.
Customers may purchase online and obtain support more easily using business chat since it allows them to interact with you when they need it most. Customers like the option of chatting with a firm over dialing a phone number. They like being able to seek help right away and complete what they’re working on.
Companies benefit from online chat because clients don’t abandon your site and are more likely to complete a transaction, even if they buy more, with the assistance of a webchat agent.
Even a one-percentage-point increase in conversion rates may have a significant impact on top-line revenue. According to Neil Patel, a New York Times best-selling author, live chat may increase conversion rates by 45 percent.
Customers like the convenience of live chat software since it allows them to interact with you just when they need it. Don’t think that once your live chat is up and running, you’re done.
Quiq has compiled a list of the 15 most successful methods to connect with your consumers without diverting them from their core aim of purchasing.
Online chat has both pros and downsides. Follow these 15 eCommerce live chat guidelines to avoid live chat fallout and boost your online conversions right away.
15 tried-and-true live chat strategies to boost conversions
Be a resource rather than a hindrance:
Customers arrive on your website eager to make a purchase. Allowing your live chat to become a distraction and diverting their focus away from completing a purchase is not a good idea.
Make use of proactive conversation, but only when necessary. This function invites website users to speak with an agent one-on-one based on “trigger events” such as their current page or time spent on the site; just make sure you don’t disrupt your buyer’s journey if they aren’t experiencing any problems.
Activate live chat without any triggers on your website to figure out where your visitors are getting stuck.
Make your website mobile-friendly:
A rising number of customers are shopping and purchasing on their mobile phones or tablets, and they, like desktop shoppers, may want assistance.
Enable live chat on your mobile-friendly website to assist customers in completing purchases on their phones.
Allow chat to be accessed from any page:
It may be tempting to limit chat to certain sites, but you never know when your consumer may want assistance.
As noted in point 1, provide live chat on every page as long as it isn’t deterring visitors from completing a purchase.
Provide offline chat assistance outside of office hours:
Most businesses do not provide help 24 hours a day, seven days a week, 365 days a year. It doesn’t imply you can’t get chat messages just because your offices are closed. One of the reasons why consumers like chat are because it helps them to multitask.
Visitors to your website may leave messages and go about their lives knowing that you will answer as soon as an agent is available if you inform them of your work hours and let them know that their message will be returned as soon as an agent is available.
Use pre-written replies to speed up your reply:
Customers who utilize live chat want responses in a timely manner. Your agents may respond to typical queries with pre-written solutions, such as password reset instructions and information about the current offer.
Snippets are what we call these pre-written replies. To save time greeting customers or answering commonly asked inquiries, save snippets at the agent or organization level.
Snippets not only save time for agents but also guarantee that responses are uniform and correct throughout your contact center.
Encourage your agents to be punctual:
During business hours, customers who utilize chat anticipate someone to be on the other end of the line ready to receive and reply to their message.
Establish Service Level Agreements (SLAs) that require consumers to get a response within a specified time frame to set expectations inside your business.
Look for a messaging platform that gives agents clocks to illustrate how much time they have to accept or refuse a call, answer to a client, and conclude a call. These are visual indicators that assist agents in meeting your organization’s service requirements and providing consumers with a consistent level of service during each engagement.
Allow the clients to choose the pace:
Agents may have time gaps while waiting for customers to answer, or the consumer may be preoccupied with something else, delaying the dialogue.
Look for a platform that employs an Adaptive Response Timer (ART) to automatically track the pace of a conversation depending on the speed with which consumers answer. At any one moment, chat operators can manage 4–6 simultaneous discussions. As agents manage many interactions at once, the system automatically prioritizes different conversations depending on which client is ready for a response, according to the data ART provides.
Assess, improve, and repeat:
Measuring performance on a variety of levels is crucial to the success of any contact center. You may want to know which agents are more successful on messaging channels or the amount of time it takes to resolve certain questions.
Make sure your chat platform enables you to collect such information both historically and in real time.
Gather information for the agent:
If clients are required to fill out a form before speaking with you, make it as brief as possible.
You should concentrate on gathering just the information that an agent could need to hunt up a client or order, such as the order number, customer name, or email address.
Keep a record of previous discussions as a reference:
Many customers choose to message as their main mode of contact and will use your online chat option on a regular basis. For both you and your consumers, previous discussions will offer a plethora of information.
Use a messaging technology that enables you to see previous discussions so that both agents and customers can see what has happened since the beginning of the interaction.
Gather information for your CRM:
Your clients are providing you with useful information through online chat. This data may be used to update records, collect preferences, and even target future promotions.
Many live chat customers want to link chat with their CRM so that data like contact information, prior transactions, and potential purchase considerations may be recorded and updated on a regular basis.
Make your communication more human:
Bots exist, but the majority of users expect to interact with a real person on live chat at some point. To some degree, chat enables your agents to personalize your organization by conversing with consumers using emoticons, gifs, and acronyms, in the same manner, they would with family and friends.
Determine the appropriate words to employ for your brand.
Provide digital conversation training to employees:
Make certain that everyone knows your brand’s language after you’ve decided on it.
To further assist your team with the kind of rapid and succinct replies and communication that online chat needs, provide agents with guidelines on which emojis are suitable and the meaning of widely used acronyms.
Make it simple for agents to seek assistance:
When agents are puzzled on a subject, they may seek assistance from their colleagues or escalate to a manager.
Make it simple for them to move the discussion to another member of their team, department, or management.
Make use of your chat solution’s collaborative features while teaching new agents on the chat channel. This is a terrific method for managers or agents to “sit in” on chat discussions and understands the intricacies of how to handle them.
Participate in the discussion:
During a chat session, chat operators will frequently give useful information that the consumer may wish to preserve for their records.
Notify the client at the start of a discussion that a transcript of their interaction may and will be supplied to them. Instead of attempting to record all of the essential information offered, the client can concentrate on the discussion and finding the answers they need.
If you own an eCommerce site, make sure your customers have a positive chat experience and don’t be afraid to use MyAlice.Ai and all of the procedures listed above. For your website, live chat is a priceless, irreplaceable personal touch. It makes buyers feel less risky about making a purchase.