Live Chat For A Better Service
You know how important it is to make customers return. If you are running a physical store, you can provide the best customer service like greeting them at the door, guiding them for places, assisting when selecting products and giving ideas and answering their questions. You can make all customers feel like a VIP through a service like this. It is not impossible but little much of a work for an online business. You can provide a similar service through a live chat session.
Research done by Forrester has found that the customers who engage in a real-time chat conversation are more likely to make a purchase and it is 2.8x times higher than a regular visiting and purchasing process.
It might be a little hard to hold a live chat session for more than a few hours per week. But fortunately, it is enough. You just have to be wise when choosing a time for that. Its quality matters more than quantity. So, do not panic if you are flooded with questions and set conditions for who, when and for what you can have a live chat with consumers.
Given below are some conditions you can set to control and decide the live chat session. But of course, you can set your own rules.
1. Live chat during your peak hours
A brick and mortar store hires extra staff during weekends and holidays. You can follow the same rule for your online store. Use the busiest time of the store to get in touch with potential customers and give them a friendly nudge to make a purchase. You can determine the peak time using Google Analytics or built-in analytics tools provided by e-commerce platforms like Shopify.
The most important thing is how productive your live chat session is. That means, your conversion must lead customers to make a purchase. 1-2 hours is enough for the live chat and after a few sessions, you will be able to understand the flow of the process and the prime time for the session.
Later, you can coordinate your marketing activities with the chat session. Customers who click on the newsletter are the ones more likely to make purchases. So, you can direct them to a live conversation once they hit the complete newsletter signing up process. Because they already have the intention to buy, answering their questions will be useful and probably increase the possibility of making a purchase.
2. Determine your live chat audience
It is not necessary or possible to answer all the questions you get. You will be overwhelmed with a flood of questions and end up stressed. And of course, all questions are not worth answering. That is why there should be a specific condition or occurrence to enable the live chat option. In other words, you must be able to hide the chat option when you need it. Customers have to meet some criteria to join the chat. Only by doing that, can you control the flood of questions you would get.
You can set criteria according to the time they have spent on the site, the page they are on, etc. Choose whether to show or hide the chat option or send automated greetings according to those criteria.
You can decide when to show the chat options. The following are some of the conditions you can apply.
When you can enable the live chat option?
- Show the chat option only at important moments in the purchase flow, e.g., when a visitor is viewing their shopping cart
- When the customer is viewing their shopping cart.
- Show the chat option only on pages that feature new products or bestsellers
- On the pages featuring new products or bestsellers
- Expand the chat window and send a brief greeting 20-30 seconds after a new visitor lands on your site
- After a specific time spent on your site.
- Only show the chat option to visitors referred from email promotions, digital ads, or other marketing campaigns
- Customers who are directed to the site email promotions or advertisements.
- Only show the chat options to visitors in certain geographies; for example, if your website is in English, focus on engaging visitors in English-speaking regions
- Targeting customers who speak the same language as the language. As an example, if your site is in English, focus on visitors from English speaking regions.
You can use one or more conditions as you prefer and the key is to attend to the customers who are likely to make a purchase or genuinely interested in buying.
3. Focus on quality than quantity
Nothing good will come out from being flooded with questions from visitors if you are unable to cope with them. What has to be done is providing the best service for even one customer rather than dozens of poor responses for every question thrown at you.
Configure your chat software so that it will stop showing chat options to visitors when you reach a certain number of simultaneous conversations. You must have the courage to end the conversations if some are demanding too much or you need time to gather the information they need.
Launching a pre-chat survey is effective too. You can limit or filter the topics they can talk with you and ask them to provide some basic information to determine whether they are potential customers or just browsing and not interested in buying. That way, you can prepare beforehand to answer them and provide more relevant and productive responses that are for the best of both you and customers.
4. Make changes in your store based on feedback
Make use of the live chat session to improve your store. You can get to know what your customers expect from you through chat. Consider things looking from a customer’s perspective and make changes in the store according to their preferences and suggestions. Not only will it increase customers and sales but it will reduce the number of inquiries from confused or frustrated visitors. It will provide space for more important questions and sales.
Well, if you are not sure what to focus on and how to continue the live chat or select the questions, we will suggest some.
Terminology: Sometimes, customers use words different from what you use in the site to describe products. This kind of terminology might lead to confusion and frustrations. What more is losing customers. So, try to update the website according to the words used by the majority of customers and make it easier to find what they are looking for.
Site navigation and layout: Customers might be overlooking the navigation menu or lost their way out of the page they are on. However, doing slight changes to your site layout can prevent such customers from being disoriented or lost. You can consider hiring a professional designer for advice.
Repetitive questions: If you are getting the same questions over and over, consider doing changes on the site. That means, adding information on the product description. Some of the most asked questions are about features that have a high impact on the decision of buying.
Requests from customers: Even though it is impossible to fulfil all the requests from visitors, frequently requested suggestions are worth trying out. Be it more options to select from or delivery and payment options, you can experiment.
Live chat can be a powerful weapon to increase your conversion rate, order size, revenue and make customer loyalty. You can use Shopify apps to enable a chat option. But you need to keep in mind that overdoing chat can make you overwhelmed and lose focus. So, set the plan carefully and make the most out of it.