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.
Customers don’t buy from untrusted businesses, end of story! But building trust for a healthy customer/business relationship need not be difficult. Yes, your effort is a compulsory part of it, but the steps that will get you there are easy if you are willing to keep an open, honest, and efficient communication with your customers.
Here are some of the best practices which your customer service team can use to build a long-lasting, reliable relationship with your customers:
This is a given formula – a customer service representative who acts professionally is sure to gain the respect, trust, and loyalty of the customer. Since your customer service reps are in constant association with your customer base, they need to act according to the demands of their position to gain the customer’s confidence.
Connect With Customers Through Social Media
Social media sites like Facebook, Twitter, LinkedIn, and Pinterest are some shortcuts to connect with your customers. These become helpful especially if you have an e-commerce business with no physical connection.
In a study conducted in 2014 from Deloitte, 75% of online American customers gave the feedback that the product information read on social channels to a great degree influences their behavior and inculcates in them the brand loyalty. Social media is the right place to provide customers with product information, reviews from other customers thereby linking the brand customers as a group, and also a fast interactive platform with customer service team. These factors foster a trusting relationship between customer and company.
Display And Respond To Customer Reviews – Both Good And Bad
Customers review smartly; if a business only posts good reviews of itself, they read through it immediately. Customer trust can be gained by this simple rule of being transparent about the reviews your business is getting. It is also effected when you are responding to both the good and bad reviews. Customer service reps who reach out to reviewers present themselves as ones who care about what customers think and also that they are receptive of suggestions and critique.
Offer Live Chats
Majority of customers will look for a support system that offers live chat too. This cuts out on the long wait periods that come unwantedly with email or phone service. Live chats on the other hand provide customers the better option to have their queries answered almost immediately. If your business website has a live chat option, customers are more likely to believe that you will be able to connect with them about their problem. Even if they don’t use the chat option, having it on the website is enough to reassure them of help if they need it anytime.
Give Prompt Responses To Inquiries
When a customer poses a questions or voices his concern regarding your product or your services, they expect a quick response and timely resolution. The best possible thing to do to gain their trust for your company is to respond to all inquiries as soon as possible; no customer who is kept waiting and receives no reply will stay for long with your business so, will be less willing to contact or be associated with you for future transactions.
Be Consistent Across The Board
The customer service you provide should always be consistent. Whether a customer contacts you via phone, email, live chat, or social media, each customer service representative should act respectfully and professionally while answering their questions. A customer gets frustrated and confused when different people give different answers to a single question. It may even be taken as an indicator of your own confused understanding of your own product. Consistent performance on the other hand shows customers that their trust in your service will always meet their standards and is not misplaced. Live Chat templates really help to channel consistent responses based upon common customer inquiries. You should take the time to setup a powerful and easy-to-administer Live Chat library of responses.
Admit Mistakes And Fix Them Too
If something goes wrong (even if it is due to customer’s fault), the best path your customer service team can follow is to admit the mistake, address the issue, apologize for the inconvenience faced, and offer solutions to their problems. The plus point in it is that customers will appreciate your dedication to customer satisfaction and will put their trust on you and your team who are taking steps to avoid the issue in future. If a mistake is to occur, these very customers will fall back upon the trust based on previous experiences that the support team will again handle the problem.
Value EACH of Your Customers
More than anything else, let your customers know that you appreciate them. The customer/service relationship is valuable for long-term gains and if customers perceive that you are making an effort to build and maintain a mutually beneficial relationship, they will be more likely to stay in the long run. The customer experience is the top priority of any business, so you need to give them strong reasons to believe you – they have a right to it.
With these major points at the back of your mind, check out Joleado’s live chat for the benefits it can provide you to maintain a stable relationship with your customers.
JOLEADO is a role-based database, meaning you can turn on and off features and then assign roles to users. For instance, a sales rep may not have the same access as a sales manager.
This is a powerful feature for keeping you rep workflow tight and focused on only specific tasks.
The purpose of this video is not to detail each features on/off capability, only to provide an overview using a couple of simple examples.
From your dashboard click on the Roles tab. Click on Update. In our example, we click on Main Menu, then turn off the Forms tab. When the toggle is on, this role will see the forms tab in the main navigation menu. When the toggle is turned off, this role cannot see this tab.
Each tab is partitioned with the same useful on/off switches to give you maximum control over your own desired features and function.
A second, perhaps more meaningful example – From the Roles > Main Menu tab – You can also click on Setup to change the names of the primary navigation tabs. In our example, we can change FORMS to FORMS AND FIELDS or CONTACTS to PATIENTS.
NOTE: Setup of the navigation tabs is the only company specific function, meaning a change to the primary navigation is for all users, not role specific. All other are specified for the selected role only.