A hair-ripping moment in any entrepreneur’s initial career is when you put your heart and soul into the building of a creative business, develop an amazingly fresh product, obtain for your website a good traffic but only find yourself ending up with a handful of customers.
Though everything appears to glide smoothly – because there is a hope-enriching traffic on your website, the customers are browsing through all your grand products, their emails are full of the product related inquiries – yet your lead conversation rates are faltering.
While the average website conversion rates amble between 1 and 5 percent, yours is … getting hammered below average.
Thankfully, there is an expressway to track the behavior of the visitors to your website, where you cannot just offer them assistance but also prevent them from leaving your website empty-handed.
Yes! Conversion rate optimization is possible! Thanks to the Live Chat Software – JOLEADO System.
We will help you understand five major points to get an increased rate of lead conversions using JOLEADO’s Live Chat Software.
1. Automated Greetings sent through JOLEADO
Let’s say that you want to buy a gift for a special person on a special day.
Often, we will enter a store to check what they have to offer; and while browsing through the products, it hits you that you have no idea what would be best to buy. Luckily, the shop assistant, who was observing you from a distance, notices that you need help, they approach and offer their help, to start, they greet you, kindly.
Think of your website with the JOLEADO System as your virtual assistant. Once your customer visits your website, you can provide them with your greeting. Your online visitor is relieved and can open up about their desired selection.
When visitors are invited to talk, it is more likely that these visitors would convert into customers than the ones who don’t chat.
2. Personalized Customer Service
According to a survey by the American Express, 78% of consumers don’t make a purchase usually because they had a poor service experience. That’s why you should not only deliver the best possible customer service, but even aim at the best personalized customer service.
It can be simply done by adding a personal touch to a chat. The easiest thing to do this is to add the agent’s pictures. It makes the experience more interactive and also engaging. You can personalize even the greeting message for the customers. More the targeted offers, more the conversions!
The JOLEADO system also gives you the basic information regarding your customers, like their name, email address, geographical location, the pages which they just browsed through and also such information as their prior chats. It definitely transfers into the customer’s happiness which increases your online conversions.
3. Chat Invitations reduce Cart Abandonments
The worst place to lose a potential customer is at the shopping cart. This reflects that they had wanted to make a purchase, but at the last phase they couldn’t make up their minds.
There can be a number of reasons why your customers don’t finally go through with buying your products or the service. Maybe the shipping costs were too high or that they were not sure whether the product would fulfil their needs. Perhaps there was some other problem which you don’t even know about.
But you need to find out the reason and that can be done easily using the chat invitations.
These chat invitations are usually crisp friendly messages to encourage the customer to start a chat. You can use them differently according to the purpose; like, you can create a greeting that will pop up when two similar products are viewed. In such a case, you can offer your help which may eventually lead to a purchase.
Invitations greatly affect the conversion rate optimization.
4. Post-Chat surveying
The post-chat surveys help to infer what the customers’ opinion is about your company, about the quality of your customer service or simply about the points of customer disappointments. Its best feature is that you can use the default survey questions available or customize it to your company’s field of expertise.
If you are trying to figure out whether your customers face problems during the billing process, you can candidly ask this question in the post-chat survey. You can ask your customers to rate the chats by indicating how helpful (or not) your customer service team was.
Using post-chat surveys is a great way to obtain feedbacks. This is essential for a company’s service or product improvement because knowing your visitors is a key to provide a better personal service.
5. Tracking Team Effectiveness
Quality assurance is a major reason why your customers will come to buy from you. And this is not just about the quality of your products but the customer’s overall experience while using your website.
If your website is slow, the billing process is complex, the landing pages are difficult to read, your team isn’t quick enough to respond to their queries, it all reflects that the provided customer experience is not even nearing the average, therefore insufficient.
So we need to track the effectiveness of the chats with your customers. As you already know about the post-chat surveys and the rating of chat experiences, we’ll tell you how you can also monitor the results of your support team.
This performance statistics will tell you how many chats your agents had, how quickly they’ve responded to the queries put to them, how many visitors liked the chat and how many chats ended with a purchase.
JOLEADO – a Unique Live Chat Software Experience
Installing JOLEADO system on your website helps you immensely in the conversion rate optimization. It clears the obstacles for you to reach your goal of getting a good number of customers, to get to know your customers better and train your team accordingly.
When you offer assistance to your customers and deliver personalized customer service there and then on the website, you can be sure that your customer conversion rates will rise above average. The added point is that you will track the happiness of your customers so as to retain your targeted client group.
Lastly, it is important to incorporate into your business culture that your customer service only sells when it is exceptional as well as efficient.
Social media and live chat software go hand in hand. Each customer service tactic separately is effective. When used together, they create a service experience that attracts customers and pushes your success beyond conception.
Be where your customers are
Effective customer service comes only when you’re where your customers are. By presenting yourself both on social media and live chat software, you’re making sure you’re available to your customers via any online medium. Major brands have used social media as the defacto customer support channel.
But when someone is already on your website, then asking them to use Twitter to ask you a question is discouraging. Here adding live chat to your site gives visitors the attention they need.
We live in the on-demand economy, where one who fulfills the heightened expectation levels of expediency can survive. A survey had revealed that 42% of customers complaining via any social media expected a response within 60 minutes. Using both social media and live chat means you’re providing them with almost instantaneous response times.
Getting a customer support system with both social media and live chat will help create a systematic process offering customer service across different channels (like social media and live chat).
Listen To Them First
The key to a helpful customer service is listening to the customer. That way you’ll understand your customers’ needs and the problems they face. Patterns can be drawn out with a proper analysis of the problems which can be further communicated to your product team to be resolve accordingly. Using both the techniques helps you to segregate your audience problems according to the medium through which they can be addressed. This data classification can help you to plan better content on the different channels.
Provides a Signature Effect
Your customer service experience is an important part of the sales process. Your quick responses and omniscient presence across platforms will become your trump card against your competitors because if two companies provide similar products but one provides better customer service, then customers buy from the one rather than the other.
It can also help you retain customers longer and increase your brand’s word of mouth reliability. Each of these add up to bring in higher revenues. Give your company a brand with a plus-point over the competitors by offering latest and informed a customer service experience through social media and live chat.
With this, find out for yourself how JOLEADO Live Chat Software can bring your customer’s needs to the priority position and provide them a satisfactory live chat experience.
Each New Year brings a sense of change in a world of opportunity. When technology is moving fast, the New Year can quickly benefit your business by empowering your online conversion strategy to help with the daily functioning in our profession. Everyone talks of including improvement of business processes or communications as their New Year’s resolution. Here is a quick and easy forward change idea: Add a Live Chat to your website and social media presence.
Why Live Chat Software Works!
The psychology of live chat is amazing. Customers can engage at their pace. Their terms – this provides a unique experience for them to get comfortable with your brand. Through this, your customers can directly access chat from the website encouraging real-time conversations. In a multitasking world, one can chat on a window with your agent while simultaneously doing their work. If your company deals in online businesses then you get to meet your customers on common ground. Your clients will surely appreciate the efficiency and output. With live chat software, you can provide a transcript of the conversation to your customer for reference too. It also keeps the background information on record for another support contact made later.
Leverage Your Investment
Customer support often does not come cheap for companies. The larger the company, the more the customer support investment. Live Chat software provides your agents with multiple conversations, unlike what happens on a phone call. Likewise it can reduce the costs incurred in recruiting customer support personnel. It also maintains a database of records thus economizing your time, follow-up and success of conversion.
Because it provides customer data from other sources: Different live chat softwares track different things while in use. So you could keep a track of data, such as the location – determined by IP – as well as any of the external referral links which provided them access to you. An opportunity to utilize consumer data would then make providing services easy for your team. Live Chat guides the buying process through a series of touch-points. The more effective the live chat strategy, the more improved customer experience.
Because it helps grow your sales: When prospects have reached the point of purchase, live chat can help move them through the indefinite path of choice making to become a customer. Customers facing an indecision abandon their shopping carts, but live chats drive the customers to the right person who can address such concerns. With strategically placed triggers on the webpage, you moderate the client into finding out the choice best suited for him. Your chat questions directed to an agent knowledgeable about that specific need can further ease the web traffic handling too.
There is a plethora of live chat solutions presently available, but JOLEADO’s Live Chat is among the best which brings to you the most satisfying user experience which you want to provide to your customers in this New Year.
When a number of ways for customers to contact support-team for a business are strewn around on Internet, including email, phone, and social media, then, is live chat any more important than them? Live chat software surely is worth the risk for your business to invest in and not even be a straw for your support team to manage. It would be a great addition for major businesses and we will try to elaborate on some reasons to consider it.
Live chat allows customers to connect with you immediately without hunting for a phone number or drilling into the support section of your website. You can engage them immediately for help from any page of the website. This leads customers to make a positive estimate of your services. It also keeps you a step ahead in market competition.
Gathers and Records data
Through live chats you can also save the transcripts to use them to determine better ways to improve your service. Length is one factor that decides whether the customer support rep was able to quickly resolve the problem? Orr were there more steps than necessary involved during the chat? You can also scan up the keywords from the chats. Common problems showing up in a live chat indicates that your self-service support needs improvement. The chat data is also handy beyond the moment of a specific customer connection because it can help you go in for sending them better options and newer products that you have on your shelf.
Increase in conversions
Users have a short attention span when they are online. When an online website doesn’t meet their demands or come up with answers to their questions quickly, prospects leave and current customers get frustrated. With a live chat option, you connect with the prospect at that very point of decision making. You can either make them commit to a purchase right at the moment – at the very least complete a micro-action indicating interest in becoming customers – or they can leave the site never to return. If you are quick and have 24*7 online presence using live chat option, then you can connect with them before they leave. For your current customers, it would mean a continuance of finding your services favorable and to encourage increased sales in the future.
Maintains Agent efficiency
In alive chat experience, multi-campaign management is a boon. Agents are enabled assist multiple online visitors in a single application. It saves time and improves efficiency in that many customers can be addressed within the same working hours but faster than in any other system of company support. Plus it is in tune with the fast-paced tech-crazy world, so your clients will only appreciate it and nothing else.
Consider Offline Chat Strategies – Lead Generation Software
Live Chat strategies are evolving all of the time. Even if you leverage online live chat, you might consider empowering your offline toolkit. Offline Chat Strategies can become powerful lead generation tactics. To leverage offline strategies, businesses empower their brand during off hours. Offline conversions are shown to increase 153% month over month with an effective offline strategy and well marketed website or social media campaign.
Empower your Business
Software integration costs are declining with the years, and these tools are now the parameters of successful businesses. Empowering your business with Live Chat and Offline Strategies are keys to a successful online conversion strategy.
Visit JOLEADO Live Chat Software today and learn more about Live Chat Software and Offline Conversion strategies. We work with businesses of all sizes to impact sales through online conversions off back-office team empowerment.
In today’s competitive business environment, featuring Live Chat on your website is essential to compete. Live Chat can be broken down into 3 primary categories: Sales Chat, Support Chat and Recruitment Chat. Here we discuss Customer Support Live Chat.
Your attempt to offer a comprehensive customer support system to your customers through live chat is welcome. It is surely a viable option for the customers to engage with your support team and find the solutions that they need in real-time. Remember live chat does not help your customers only; it also comes to you with hidden bonuses like increased conversions and repeat sales.
When companies grapple to get their live chat on and running, we at JOLEADO Live Chat step in to help. Here we will provide you with the five best practices to get started with live chat.
Your live chat button should be customized that it is immediately accessible to the online visitor. The placement of that button will directly impact your positive customer experience. The best type of live chat option is the one which is non-intrusive to the website experience and provides a warm invitation to achieving a solution – does the button speak to the online visitor clearly? What about the button text will speak “solution” to the online visitor? Is the button placed consistently on the page so not to make your visitor work to locate the solution?
Your live chat invitation design should be noticeable enough for those looking for it, but it should also blend with the overall design of the website. Further, the wording on your live chat button should prompt the website visitors to want to take advantage of the support option, but it should also be personal enough for visitors to engage in it seriously.
Your support team should offer live chat even before your customer reaches out to you. You can use triggers that will start a conversation automatically in such cases where they may possibly need assistance – for example, by putting such triggers on checkout pages for customers who are stuck for too long or seem undecided, you will increase the conversion rate by increasing the possibility of a purchase. Live chat has many other benefits too, such as helping in the collection of data and creation of customer profiles. These help to make a live chat proactive live chat and a no-brainer for those who are starting with it.
Though you need to let your customers know that they are chatting with a live person, sometimes canned responses can be handy, especially when dealing with some frequently asked questions. Your team should develop a list of such FAQs and their responses to minimize the time spent on repetitious conversations and to optimize your live chat’s productivity. Consider, if your sales team is trained to the Sandler Selling System, feature Sandlers targeted selling templates inside your live chat response system. This is one example of how Live Chat supports a consistent selling culture and works to convert the ideal customer to your business.
Often Live Chat products transform into a “contact us” procedure when your call center is offline. Why generate a redundant experience? Instead, transform your live chat system into a conversion strategy by offering a promotional incentive, schedule an appointment, fill out a credit application, et al., JOLEADO offers several strategies which power the offline experience into a conversion platform.
In a medium to large sized business, it is understood that you have to provide a live chat support anytime for anyone. This allows customers with different consumeristic patterns and from different time zones to avail the customer support. This is necessary if you’re a business which is serious about offering a good customer service.
Have you heard of other such practices which can be used when starting out with a live chat with customers? Let us know from your comments in the section below.
Once you decide to offer what you have thought, you can look through at what our JOLEADO Live Chat Software has to offer to you and your support team.