Chatting online right now
When customers chat with chat agents, they pick up useful information they may want to keep in their records.
Live chat has been around for more than a decade, but only recently have companies discovered its profound effect on website conversion rates.This qualifies them to provide a more thorough perspective when dealing with customers – either as salespeople or as support personnel.Chat agents that know about all of your product lines can quickly identify upsell and cross-sell opportunities.Action: Put your chat agents through the same preliminary training programs as the salespeople.Your live chat agents should be able to see what customers are typing while they type it.It not only gives the agents insight to what the customers are thinking as they type, but it allows the alert chat agent to respond more quickly with an answer.
Chat agents also should be alerted when a customer has hit the “send” button during chat.
Action: Identify a list of target pages where you want to increase the conversion rate, and program them to automatically raise the chat offer after a period of 30 – 60 seconds.
When customers initiate a chat session, they should be allowed to provide some preliminary information, within a pre-chat survey, that will set the direction of the chat session.
In other words, customers need questions answered and a sense of reassurance that can be provided only through live chat.
In the book, Rethinking the Sales Cycle, John Holland and Tim Young identify a sense of risk as being the most prominent emotion present in the final stages of the buying cycle.
Action: Create a set of professionally designed pre-canned messages and train your chat agents how to use them.