how to use live chat to increase sales conversion
TRANSCRIPT
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How to Use Live Chat to Increase Sales Conversions
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Brands can build customer relationships and increase satisfaction levels by effectively implementing live chat.
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A study has shown that among all customer service channels, live chat is the most preferred at 73%, followed by email at 61% and 44% for phone.
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Live chat has tremendous potential and can be used to cross-sell or up-sell an interested customer.
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The Different Ways to Leverage Live Chat for Sales Conversion are…
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1. In-depth Knowledge of the Company
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Customer Service Executive can find the best suited product for the customers by being fully aware of company’s business and product portfolio.
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2.Assess Your Business Hours Well
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The business hours in a day which gets the maximum visitors must be designated to live chat session.
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3.Personalize the Experience
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Customer service agents must truly understand the customers.
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Data that highlights customer purchase patterns, visit trends & preferences helps customer service agents understand the mindset of the customers.
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This data can be used for tailor-made product recommendations for the customers which completes the personalized experience.
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4. Time the Sale
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It is crucial to know if a customer is simply sweeping over the website or if he is actually interested in the services offered.
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Customer service agents must have access to effective session monitoring mechanism in order to contact the customer at the appropriate time.
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5. Build Trust
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A live chat session signifies to the customer that the company has a dedicated customer service agent to address his needs.
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56% of respondents reported using live chat at least once to have a question answered. – Software Advice survey
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6. Be Proactive
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The customer service agents must strike a conversation politely to make the customers comfortable so that they can clarify their doubts without reluctance.
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7.Respect Personal Space
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A customer may feel annoyed by the customer service agent’s badly timed and aggressive attempt to start a live chat.
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8.Use the Right Language
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The customer service agent must use simple language in short sentences while answering customer queries.
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To achieve high sales conversion, businesses need to leverage the benefits of live chat by employing skilled customer service representatives.
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Invensis provides Multi-Channel Call Center Support outsourcing services to leverage various communication channels for effective customer outreach.
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Invensis’ Multi-Channel Call Center Support services include…
Phone Voice Call SupportEmail Response and ManagementLive Chat/ Instant MessagingMobile SMS/TextIVR
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Invensis is an ISO 9001 and 27001 certified company and has served 200+ clients around the world.
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To find out more about the services offered and benefits of partnering with Invensis, please contact us at [email protected]