Live Chat Tips For Website Conversion
View PDF | Print View
by: Guest
Total views: 20
Word Count: 1033
Websites are only good if they convert visitors into customers. Anything that improves conversion is a good investment. Live chat is a tool that if used well can significantly improve a website\'s conversion rates. This article sets out tips for using live chat properly for maximum conversion rates.
If you need to enhance your business website conversion rates for your company, contemplate getting a live chat service on your website.
Such a service not only gets you more customers, but it also enables you to serve your present clients better.
Tips for appropriate live chat operator usage
- Ensure you're able to respond to live chat requests promptly. Purchase a service that can be turned off on your website and offers the opportunity for your visitors to leave you messages. When you turn off your live chat on your site, post a note saying when you'll be servicing your customers again in the future. This is better than removing the live chat button completely because your clients may expect the live chat option.
- If your employees are unavailable, ensure they tell new clients that the operators are unavailable and no one may be available for a few minutes. It is much better to keep a live chat customer informed rather than guessing.
- Be sure your agents know enough about your products, services, and business so they can answer a variety of enquiries about your small business. If your clients are greeted again and again with "I don't have the answer to that, but someone in our company will e-mail you", then your service isn't doing what it's intended to do and is not serving you well.
- Sometimes your employees will field enquiries for which they won't have an answer. Anticipate this and have a system in place for rapid follow-up with those prospective clients.
- Instruct your agents to type out comprehensive responses rather than reply with a link to a web page. Links are not helpful and come across as impolite.
- In my opinion, I don't like automatic pop up windows when I'm visiting a site. I think live chat is best used as a method for your site visitors to instigate contact. I get bothered at all pop-up windows in a site because it's a distraction and interrupts my focus.
- I know collecting names and e-mail addresses is important for marketing purposes, but in my view pre-chat surveys to collect this information is a bother for the website visitor. As a customer, I prefer to contact a company anonymously; I encourage avoiding pre-chat surveys.
- Use the service yourself as a customer on other sites. Discover what you, as a customer, like and dislike. That way you experience the customer 's viewpoint, and that is the viewpoint you should keep in mind when setting it up as a business owner.
- Provide every user on your website a typed record (transcript) delivered by e-mail.
- Purchase only if you or a qualified operator are free to work it. If you make your live chat only occasionally available, your repeat website visitors may be confused and disappointed if they expect live chat to be operational on your website.
Writing tips for using live chat
- Avoid acronyms, slang, or jargon.
- Use a conventional font, font color, and font size.
- Use appropriate language and writing: capitalize, apply proper rules of grammar and punctuation, and spell correctly, etc.
- Do not be vulgar or type rude language. Don't swear.
- Consider whether using emoticons is suitable. This is a business-by-business decision.
- Encourage your operators to employ "please", "thank you", "you're welcome", and other niceties which make for an enjoyable discussion. Your live chat employees are often your earliest impression to a prospective customer. Make a great impression.
- Have your operators refer to live chat visitors by name if a name is given. Again, as a customer, I favor not offering my information. If you have to, ask only for a first name. Obviously, if you're assisting an existing client, you'll need their account, and so getting their information is necessary.
- Teach your agents not to end the chat prematurely. Ensure the customer is finished.
- Be sensible if you elect to hire a call center to serve your customers. Live chat is ineffectual if your agents can't properly reply to questions. If you employ from outside your company, ensure those agents are very well trained.
- Speaking of training, teach your operators to review their answers before sending it, especially if using canned answers.
Respect your live chat operators
- Have your employees present themselves with a fictional name, and not your employees' real name. Do not insist on or consent to your employees using their real names. Maintain your operators' anonymity.
- With respect to agents displaying a photograph in the live chat window - I wouldn't dare expect my agents to post their photograph on the web. A fictional photo is fine; not their real photograph.
- If a customer is obnoxious, give your agents the authority to end the dialogue immediately. Have a system of noting abusive clients.
- Do some rehearsals with your employees to read their tone in their writing and an opportunity to examine the good and the bad.
- Take the time to evaluate your employees' transcripts, especially shortly after hiring.
Gain an advantage over your competition by providing your website visitors the tools to converse instantly with you and your business. Direct chat on your website is the perfect tool for you to promptly, efficiently, and cheaply engage right away with your potential clients.
About the Author
Rating: Not yet rated