6 ways live chat can increase online sales

6 WAYS LIVE CHAT CAN INCREASE ONLINE SALES

1. ENGAGEMENT IS KEY • We’ve heard the old adage, “You can lead a horse to water but you can’t force him to drink.” While it’s catchy and easy to remember, we respectfully disagree.

• In fact, we’re willing to bet that horse was just led to water he didn’t want in the first place. Okay, maybe this analogy isn't perfect, but go with me for a minute.

1. ENGAGEMENT IS KEY • Customers on your site are very much like that old horse. When it comes to conversion, having a potential customer on your site is simply not enough; you have to engage with them.

• If you aren’t engaging customers and potential customers, then online support chat agents not really trying.

• Talking to your site visitors is the first step in bridging the gap between “potential” and “paying” customer. If you’re there before they buy, they’ll know you’ll be there afterwards as well.

2. CHOOSE YOUR WORDS WISELY • Remember - something brought your visitors to your site. Maybe it was a product, maybe it was your brand, maybe it was a random act of serendipity!

• You’ve got to narrow in on what landed them there before you can make sure they leave with what they need.

• This is where your word choice comes into play. If you’re not invested in your customers, why should they show any interest in you?

3. PERFECT TIMING • Have you ever been in a shop and needed assistance, only to find there wasn’t a single representative around?

• If you aren’t there for your customers or potential customers, they’re not going to stick around. This is key to sales enablement.

• Connect with your customers as often as possible in order to see your sales skyrocket!

4. VIRTUAL VISITORS HAVE NO TIME TO WASTE • Understanding that time is of the essence on chat is important. Be warned, though: If you’re not being mindful in the right ways, you could cost yourself some customers.

• Respecting your virtual customers’ time does not mean rushing through your conversation with them. It means responding in a timely fashion with relevant information to keep them actively engaged.

5. TRUST WHO YOU WANT YOUR CUSTOMERS TO TRUST • Training your live customer support chat agents is the first step in making sure you’re closing sales and capturing leads with ease. If you can trust them with your sales, so can your customers.

6. UNDERSTAND THE OBSTACLES OF LIVE CHAT • Live Chat has the potential to make a huge difference in your lead generation and sales enablement. There’s no question about that.

• In order to reap the benefits, however, you and your representatives need to understand the key obstacles live chat services present when it comes to interacting with your customers.

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