Live Chat is almost always used on your website. But Live Chat capabilities can also be provided anywhere you sell or support your products and services such as your knowledge base, help desk, or social media s. Using Live Chat, you can offer immediate product advice and guidance to prospective customers while providing support for current customers.
! Live Chat provides customers immediate access to answers. With Live Chat, wait times are often much less than a call center, and customers can easily multi-task while waiting.
for a Free Business Consultation! The trouble with online shopping is that many customers are disconnected from someone who can answer their questions in real time. Live Chat allows you to connect with virtual window shoppers, many of whom are just a few questions and answers shy of sales-ready, and convert them into a sale.
Once shoppers are engaged with an employee who can understand their needs, the employee is in a perfect position to recommend additional purchases that may be the perfect fit for that particular person. Never miss an opportunity to live chat with a hot prospect returning to your website for more information.
Receive an alert the moment they land on your website.
Live chat is convenient for customers
At the end of their visit to your website, you probably will want to automatically send them an thanking them for their visit and providing your contact information so that you can provide better sales assistance. Once the Hot Prospect leaves your website, you can easily automate the grouping of hot potentials and route them to your top agents. Infer of potentials in pipeline, total potential value, and lead status right from your live chat window.
Be certain to send an SMS to your sales team so that they can also contact that Hot Prospect as quickly as possible. Live Chat consistently demonstrates that it can save on both employee task time and phone expenses.
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Some of the cost savings include:. Live Chat reduces overall contact center costs by lowering average interaction costs. Live Chat increases efficiency by allowing your representatives to handle multiple chats simultaneously, thus reducing the need to hire more representatives. With employees spending less time on the phone, they can multi-task during chat conversations and cut the waiting queue to a fraction of its former size when compared to a call center.
This is not only a process improvement, it also increases overall sales. A pain point is a problem that a customer has that has not been solved or a need that has not been addressed.
Dating in center point
Rather than just monitoring what customers say about you on your social media sites, Live Chat allows you to actively engage and resolve the problems. Do you have a high bounce rate?
While you know everything there is to know about your website, some of your visitors may have trouble locating the information they need. The result is a frustrated customer and a high bounce rate.
People have already ed, jump in!
Live Chat can resolve this by providing guidance to navigate your website. Using Live Chat, the visitor on your web site can become convinced that your product will fit their need. They know that they are chatting with a real person — someone with actual knowledge of your products and services — someone who can provide expert advice and answers. You can and should be selling worldwide. But communicating with worldwide customers whose first language is not English may not be something that you feel comfortable or capable of doing.
So you miss opportunities. Live Chat provides real time, two-way translation. Real time translation will open your website to the world.
One of the tools you need for the big picture.
When you have the instant connectivity of Live Chat with your customers, you immediately discover their needs and can then offer the services and products that answer their concerns. That means that using Live Chat gives you a distinct advantage over your competition.
A report by E-Marketer found:. Shopping cart abandonment happens for a variety of reasons ranging from unexpected costs during checkout to payment security concerns and unsuitable delivery options. Live Chat will help you reduce cart abandonment. Group, monitor and share relevant information through live chat with visitors who are stuck at the checkout. Save carts with a human touch. Your Live Chat representatives can also immediately respond to comments and posts on your social media sites.
This greatly increases your customer satisfaction and loyalty. Live Chat provides the immediate connection that customers have come to expect in this age of instant gratification. When your Live Chat representatives receive positive feedback from online visitors and customers, consider instructing your representatives or sales people to nicely remind your visitors to Like your Facebook and leave a comment on it.
Track relevant information like questions, interacted agents, feedback and chat history. Enable agents to access centralized interactions and respond accordingly. Most Website visitors do not convert into a customer during their first visit. An effective follow up mechanism ensures proper lead management.
Optimize your follow up process and sell smarter. Media Motion Online Inc. We are registered with SAM [System for Award Management] and have all of the required credentials and government s to conduct business with state, federal, and military entities. for information About Media Motion Online. Live Chat is a vital communication channel to offer.
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Click to Enlarge. Live Chat Example: Hot Prospect Alert Never miss an opportunity to live chat with a hot prospect returning to your website for more information.
Live Chat Cuts Down Expenses Live Chat consistently demonstrates that it can save on both employee task time and phone expenses. Some of the cost savings include: 1. Live Chat Immediately Addresses Pain Points A pain point is a problem that a customer has that has not been solved or a need that has not been addressed. And that is a hugely helpful tool. Live Chat Gives You Advantage Over Your Competition When you have the instant connectivity of Live Chat with your customers, you immediately discover their needs and can then offer the services and products that answer their concerns.
Live Chat Will Reduce Shopping Cart Abandonment Shopping cart abandonment happens for a variety of reasons ranging from unexpected costs during checkout to payment security concerns and unsuitable delivery options. More About Live Chat.
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