Few aspects of your business are more important than good customer service. The longer you keep clients around – and the happier you make them – the stronger your business becomes.
And it begins from the very first touch – the moment a prospect arrives on your website. If you can capture their attention and help solve their problems, you increase the likelihood that they become a client for good.
The easiest way to do this is with a good live chat interface like ChatMarshal. But getting started can seem like a challenge.
So what are the indicators your website is crying for a good live chat?
- Abandoned carts/checkout pages & uncompleted signups
These mean visitors feel lost or are hesitant about completing the desired action.
AMA reports shows that visitors who engage in a live chat, are 3 times more inclined to buy. Live support allows for a real-time personal interaction with shoppers, which raises the probability that they will buy.
Use analytics (Google Analytics is free to install) to determine at which moments people bounce from completing crucial actions and act with a tailored proactive message before that happens next time.
Let’s say you detect that on average those people who don’t convert spend 20 seconds on a certain page without doing anything, so you can ask us to trigger a proactive message earlier. E.g. after 10 or 15 seconds.
Abandoned Cart
This is a sign that a customer may be confused by the product description on your site, shipping costs, return policy, or simply is searching for a better deal. First, with live chat, the visitors can go to the little pop up in the bottom right-hand corner, tell us about their uncertainties and we will help as much as we can. We also provide empathy listening and then escalate the matter if we cannot help. Or you can step in and relieve all potential doubts and/or encourage customers with a discount.
Abandoned checkout
People may be simply unsure how to complete the payment or worry about their data security. ChatMarshal offers to walk them through the buying process, answering questions along the way.
Some companies use email follow-ups to save abandoned carts but it’s much more effective to “strike when the iron is hot” and the visitor is still on your site.
Incomplete signup
One of the top concerns during signup is the fear of automatic billing or data breach. ChatMarshal’s Live Chat support can help you clear these doubts for website visitors, by giving further information and providing assistance.
- You’re a software start-up and need to validate your growth strategy
If you recently launched, you usually don’t know exactly what questions clients will want to ask you or which features they require most.
This is the best time to use live chat as it provides you with direct access to their opinions and concerns plus it is the fastest way you can talk to your clients at scale you can speak on a phone with just one person, while the chat lets you talk to a number of people at the same time (we send all the transcripts straight to you or your support team)
Human conversations will help you identify the real needs of your clients, react promptly and point you in the right direction as you work to optimize your products, services and marketing planning.
- You’re a freelance entrepreneur
You work on your own and you don’t have a dedicated support team. ChatMarshal is for small or large businesses who want to offer superior website live chat to their visitors, but do not want to staff it themselves.
Our Live chat Sales agents will take over and do the talking for you, this means that you do not need to hire a support team or sit and monitor the live chat yourself. You are giving a vital personal touch to your clients without being detached from your working routine as Outsourced live chat lets you get on with your daily routine with no distractions.
ChatMarshal runs 24-hours a day, giving you comfort that your website will be looked after when you are not around. You can rest knowing that your clients are getting the best online customer service and that your business is in good hands
- You know too little about people on your website
Our Live Chat Sales Agents will collect and analyse important insights about your onsite visitors to better identify your customer persona
For instance, our Live Chat Sales Agents can track:
- A visitor’s current page and session duration, which pages he/she visited before
- Their first and last visit times
- The link that referred the visitor to your site
- The operating system and the kind of device the customer is on
- Their geographic location
- You offer a complex product or service
If you offer a complex product with multiple functionalities, add-ons, integrations, options, and pricing plans – you definitely need live chat.
Even if your FAQ section or site is brilliant, people will still have questions.
If the same question pops up very often – we add on to a base of pre-made answers (aka saved responses) and quickly pick the right one when needed straight from the chat.
- You sell expensive products
When customers make a bigger investment, like buying electronics, furniture or even expensive clothes, they want to be 100% secure that your product is worth it before trusting you with their money. And the availability of fast and ideally 24h support is often a deciding factor.
Let them ask all their questions, express their reservations and concerns, have all their doubts cleared and ChatMarshal’s live chat sales agents will help them make a well-weighted decision.
The possibility to talk to a real person whenever assistance is needed is very reassuring and will help you build credibility and trust.
To sum up, live chat is a great tool to improve visitor engagement, sales, and support. Especially for businesses where building strong customer relationships is an absolute must for successful development and growth. Visit our website on www.chatmarshal.com for more info or sign up for our 30-Day Proof of concept, don’t get left behind on providing great customer service!
Reference: https://www.ama.org/documents/how-b2b-marketers-leveraging-live-chat-increase-sales.pdf
