How to Improve Online Sales and lead generation for your website with a live chat agent or chatbot, regardless of what type of website you manage.
I am often asked how can an outsourced live chat agent improve my online sales? The answer is simple! a well designed live chat or chatbot enables the website visitor to get information that is relevant and more importantly, escalate the leads to a human salesperson. No one sells better than a human. The human interaction is still very important in sales.
Now, lets split the sales into two departments, ‘easy sale’ where nothing needs to be demonstrated because the visitor knows exactly what it is that they need, and ‘complex sale’ when a person needs to test, touch, have it explained or having a high price where the visitor what reassurance.
If for example, you sell golf balls on your website, I consider this a fairly easy sale if your price is right, delivery is fast and it’s a brand name that people trust. Then the live chat agent is there to offer additional products or discuss the returns policy and maybe help them during checkout (reduce shopping cart abandonment).
But let’s say for example you sell pre-owned cars. obviously, people want a test drive or may have a trade in and may even want to negotiate price. The live chat agent is then there to help you look for cars by helping you navigate the website. the agent will get information from you on what you are looking for? Do you have a car to trade in? will you be paying cash or financing and of course the visitor’s contact details? Then they will send the hot lead to the sales floor or sales manager to give an instant callback.
So how can you improve sales through your online website or e-commerce store
- Have the live chat agents understand your website from back to front
- Have a clear understanding of when the live chat agent must escalate the lead on when they should lead the visitor to a next action
- If an agent gets stuck the need to communicate to the visitor and assure them that a supervisor will email them or call them back
- Make sure you let visitors know that if their payment does not go through you are will to call them back with a solution or offer alternative payment methods.
If you would like to try our live chat solution free for 14 days please sign up online and we will contact you
