Live Chat software has evolved into a must-have in today’s fast-paced business environment. The numbers are undeniable: Over the last 4 years, 68% of businesses now offer some type of Live Chat experience for their online web and marketing strategies. But are all Live Chat experiences equal?
As a customer service tool, live chat offers the customer experience with immediate gratification in getting answers quickly. This approach requires on-duty, trained agents. For sales, the online conversions are impressive, but often weak in relationship to a companies’ total lead generation potential. Live Chat metrics often lack performance results integrated with your CRM (Customer Relationship Management) and total impact on sales.
Fact is, the customer experience is evolving to demand live chat because their psychology of controlling the sale. The power of closing a session on their terms is a powerful inducement to leverage future outcomes. Companies offering a holistic service satisfaction inside the live chat customer experience come out ahead because they are able to leverage the psychology of the sale: Visitors do not want to be sold, they want to buy.
How many times have you visited a website only to have “We are Offline” interrupt your experience? You cannot do business with a “Closed” sign out in front of your store! Why not convert the live chat session into a promotional coupon during offline hours? A calendar for scheduling an appointment – yes, even if you are a retail outlet or even a pre-approval form? Introduce the customer experience to an easy and effective way of doing business with your company, this is the point. Make it easy; make it welcoming; make it a rewarding experience. Then track using CRM technology to assure action is followed-up on using automation tools and a consistent and systematic approach.
Consider these 10 Points
1. Joleado live chat increases conversions of leads by offering more than just text to respond to their desires. Remember, live chat works because of the psychology of the sale.
2. Joleado live chat nurtures already established leads and sustains them to become purchasing customers. This is a critical difference in maximizing online conversions. You have to aid live chat with the systematic approach, a holistic approach to every online customer experience.
3. Prospects are given automated and humanized chat sessions during any query, complaint or feedback.
4. Joleado can be automated with forms, promotional incentives, calendar scheduling and even, commerce. Self-directing offline experiences are rewarding and do not impact the selling footprint as much of it can and should be automated.
5. Joleado live chat also does not involve a sophisticated or complicated installation process so it does not pose any such need of technical prowess by the company.
6. Joleado’s call center is useful in situations when multiple store locations or franchises need to be coordinated for a company because of its non-involvement of a large number of human personnel.
7. Application processes, especially offline approvals, aid the customer experience by leading the prospect to a close. Again, the psychology of the sale is leveraged heavily in Joleado’s live chat experience. It works!
8. Scheduling appointments to the company's service calendar is amazingly successful for both B2B (business to business) and retail. Today’s retail climate is getting hammered – online scheduling to the store works.
9. Many small companies do not have manpower to manage a call center. This is why leveraging the automated feature is so powerful – your business is now open 24/7, with no additional manpower requirements. This improves your FTE ratios.
10. Joleado’s big idea is 2-fold: The psychology of the sale must be respected in all live chat experiences. And this live chat experience often does not require a human to man it to be amazingly successful for conversion ratios.
Customer Experience: 4 Points to Consider
1. Respect the Psychology of the Sale: Visitors do not want to be sold, they want to buy.
2. Live Chat is often the beginning of your relationship with your new customer. You better give it more thought than just ease of use and is it “free” – best thought of as a strategic footprint to converting and long-term nurturing.
3. “What gets measured gets managed. Live Chat metrics often lack the key performance indicator that matters most – did the online experience result in a happy and converted customer?
4. Be bold. Retail shops should be scheduling appointments to the store from their online experience. Then when prospects walk into their location with a coupon and a pre-approval they not only buy, they want to buy.
Bottom-line is any time resolution of inquiries for troubleshooting problems and automated lead generation to mature the lead through a strategic and convenient buying process works.
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.