Creating great customer experiences has never been more challenging. With customers using many different platforms today, the competition for attention is real. Most online businesses initially to default uses email support or voice support, sticking with the ideal as it is the most common.
That is not enough. Customers today require almost instant gratification when it comes to interaction with a business.
Benefits Of Having Live Chat Tool
- People like to talk to people. When customers can clarify their doubts with live chat agents on your websites, customers are ready to buy from you.
- Customer experiences become more personal with your agents acting as "in-person" assistants, helping customers find what they need.
- Live chat agents also have the opportunity to reduce returns in real time.
- Get instant feedback on how you can improve your business and / or products.
In this article, we explore 5 ways that live chat tool increases conversion rates and profits for your online business.
1. Increase Conversions On High-Intent Pages And Landing Pages
When you have live chat available on your high-intent pages or landing pages, it gives you the opportunity to help visitors make an informed purchase.
- With live chat software available on the main pages of your online store (or on your website), you can:
- Help potential buyers increase their preservation inquiries and resulting sales
- Recommend products that your customer really needs so that you can reduce refunds
- Provide appropriate ups and downs to improve your customer experience with your brand
- Leads and books qualified appointments for their sales team
Make sure you have implemented live chat conversion tracking to measure how well your live chat support service is performing at the time of sale.
2. Create A Personalized Customer Experience
You can also reach potential customers on your website using live chat support software. Identifying and meeting your customers' behaviors where they will definitely improve their experience with your business.
Some ways to create a personalized customer experience include:
- Running active automated messages on high-intent pages to initiate conversation
- Displaying different messages to different customer segments for better targeting
- Create various live chat support experiences for desktop and mobile
- Chat with customers in their native languages with multilingual live chat agents or translation technologies
Most importantly: Optimize your canned live chat responses. You want to make sure that your messages are personal. Show that you care, and your customers will appreciate it a lot.
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3. Reduce Returns And E-Commerce Costs
Providing a fast and reliable communication channel will help you reduce costs for your business. When a customer has a post-sale inquiry or a problem with their orders, it will be so easy for them to reach only through live chat tool and solve their problems. The faster you address an issue, the better the results.
You can get back to a customer within seconds.
When you provide customer support via live chat service, you can:
- Resolve customer concerns immediately
- Help customers understand any policies they may have missed
- Provide promos and / or discount codes for future purchases to save sales
- Increase customer satisfaction with better experiences
- Reduce refund costs and generate more profit
4. Gather Customer Intelligence To Improve Your Online Business
There is too much unstructured data in your day-to-day interactions with customers. One of the best ways to improve your business is to get it from your source of revenue - your customers.
With the chat tapes you receive from live chat software, you can:
- Find out what your customers really want from your brand
- Discover trends you may not find from other data sources
- Separate conversation topics manually or through the use of AI-driven analytics
- Know which areas of your business you need to improve to create a better customer experience
5. Provide 24/7 Customer Support To Customers Using Chatbot Solution
If you are not competent for a team providing 24/7 customer support, you can consider a chatbot solution implemented on your website. Although chatbots take a little time to train, you can automate some basic aspects of your customers' experience to ensure that customers get the information they need.
Some benefits of being a chatbot are:
- Communicate with multiple visitors with only one chatbot
- Provide 24/7 conversation
- Reduce response time because conversations occur immediately
A hybrid solution that combines human agents with chatbots is a way to run a profitable contact center.
Suggested Read: How To Measure And Improve Your Customer Service Experience
Boost Your Live Chat Conversion Rates And Profits
Now that we have gone through a few ways, live chat tool can boost conversions and increase profits to your business, it only makes sense to give it a test run (if you haven't already done so) And see the result for yourself.
Your business can benefit from real-time interaction with customers.
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