One should ask: how do we boost online sales with the help of live chat? It's been quite a while since companies have started using this communication tool, and if it weren't for its global familiarity in the e-commerce market, 51% of online customers wouldn't have preferred using chat support to make purchases from their favorite brands.
A live chat service is not just about engaging customers with a relevant conversation; it also provides readiness to your prospects by informing about your brand and being empathetic to their questions. It is one of the best communication tools to engage with your visitors and persuade them into making a sale from your brand.
The online chat customer service has also gained popularity, as customers love talking to a real human in real-time during their purchase cycle. Still, everything aside, we've handpicked some of the most genuine techniques for using live chat support to boost your online sales, and this comes without split-testing or investing into automations.
1) Use A Personalized Tone In Your Live Chats:
Instilling a personalized tone to every customer care conversation is the key to boosting your web sales. It works like magic - and why shouldn't it? It raises the bars of belongingness for customer, makes them feel valued, and focuses on their individual needs.
By using personalized live chat, you convert your visitors into long-paying customers as with this approach, the live chat agents become invested in what the customer is looking for.
You can simply train your live-chat agents to take up every chat with value: make recommendations, ask questions to understand the query, and offer best possible resolutions.
We must also understand that customers heavily abhor it when live-chat teams generalize their queries with canned responses, resulting in confusions and rage. It's best to train your chat agents like a salesman working in a store - so they become as interested in answering your query as you are in asking them accordingly.
2) Try "Chat- First " Strategy To Boost Your Web Sales:
If you're serious about boosting your web sales via live chat, it's imperative for any live chat team, to have the readiness of initiating conversations with their website visitors. Before they get into a second thought to engage with you on your platform, use live chat to send them a message and build empathy around what they want. Help them browse through your product or service catalog and act like their virtual assistant.
This would increase your chances of making a sale and also bring you to a point where you can easily influence their buying behavior by feeding them the right snippets of information, such as pricing, package details, expiration, etc., to expedite their buying process. Taking a "chat-first" strategy is important as most visitors may not use the live-chat feature. Instead, they'd silently skim through your services and leave until you nudged them with a message evoking their interest.
3) Monitor Chat Transcripts To Evaluate Customer Pain Points:
One of the most effective ways to identify pain points is by systematically monitoring and analyzing live chat transcripts. By reviewing these conversations, you can pinpoint recurring questions, complaints, and challenges faced by customers.
For example, if multiple users inquire about the same feature or express confusion about the checkout process, these are clear indicators of areas needing attention. Utilizing tools that categorize and tag chat conversations based on topics or issues can streamline this analysis.
Additionally, sentiment analysis software can help gauge customer emotions, highlighting particularly frustrating experiences that require immediate intervention.
4) Pairing Live Chat With Social Media Accounts:
By integrating live chat support with social media, businesses can engage customers where they already spend a significant amount of their time. Platforms like Facebook have a massive user base, and enabling live chat support there allows businesses to tap into this audience. Customers can easily initiate chats directly from the business's Facebook page or posts, leading to immediate and personalized interaction.
This increased accessibility can help capture leads that might otherwise be missed and encourage spontaneous purchases. Real-time responses to inquiries, comments, or messages foster a more interactive and engaging experience, which can build trust and drive sales.
With live chat support, your customers can also get a seamless shopping experience. They can easily inquire about products, receive recommendations, and even complete purchases without leaving the social media platform. This convenience reduces friction in the buying process, making it easier for customers to transition from browsing to purchasing.