Are you on a constant hunt to discover ways and means to improve conversions on your site?
If so you’re at the right place. This post throws light on one of the most popular ways to improve conversions.
A live chat extension is one of the best additions to your site to improve conversions. How so?
MarTech’s research shows that 51% of customers are more likely to purchase from sites that offer a live chat tool.
29% of consumers are more likely to make a purchase if they see the live chat tool on a site even if they don’t use it.
Increased retention – 48% of customers are more likely to visit the site again if it has live chat integrated.
Improved trust—41% shoppers trust a brand with live chat.
That’s probably the reason why it has become so popular of late.
The question is will you be able to dedicate time to it and justify the time spent chatting with customers.
With the majority of your time vested in running a small business you’re going to have only a little time to spend with live chat. The most you’re going to be able to devote is a few hours.
And it doesn’t matter if you only have a few hours every day. The key is to use those hours wisely to maximize productivity, increase sales and forge better relationships.
Monitor peak traffic windows and have people to attend to them
Just as in every business there will be peak hours and off hours—times when the business has only a few customers. A retail store nearby me has most of its customers between 9 and 10 in the morning. In the evenings there’s rush which peaks at 5 to 6 and eases by 8.
In between they do get customers but not as many. Just one staff is present during these non-peak hours. Also they get most people on weekends compared to weekdays.
Online how do you find times when you’re the busiest– have the most visitors who are likely to convert? How do you discover times when you get the most customers?
Use Google analytics
Analytics can be integrated into most eCom sites/tools including WordPress, Shopify, WooCommerce and so on. Most sitebuilders too integrate with Google Analytics.
Note the peak traffic times from your Google Analytics data and choose a 30 minute to 45 minute window for live chat.
Even if you have lots of traffic you will get only a few chat requests.
Note down the number of chats you receive.
Also see if the chats you had were productive and if you were able to drive visitors close to purchase.
As you progress choose different high traffic periods to spend 30 to 45 minutes engaged in live chat.
Why we do this is to discover the ideal times that get us the most response, and preferably the highest conversions.
Plan the times in advance for when you display chatbox
One of the biggest traps you can fall into when using the live chat tool is display the option 24*7. Never do that. Most premium live chat tools have plenty of inbuilt customization options. Not only are you able to control the look and feel of the box on your site but also when the click to chat button and window gets displayed. With this you can hide the chat option if you wish to and configure automated welcome messages based on scores of factors like time spent browsing, current location and IP address.
It’s good to not display the chat option everywhere. Instead apply settings to display it in a limited way over certain pages.
Canyon for instance, displays the chatbox only during certain hours during the day. Also, it has local variants with multilingual chat support.
- There are places in the user experience journey that might require more hand holding. One area where many visitors abandon checkout is on the shopping cart. Use live chat to figure out the reasons and pacify them.
- You can show chat option on bestsellers or new products
- Use the chat window to just display a welcome message
- English speaking regions only.
Quality is better over quantity
It’s easy to get lost in the debate of quantity vs quality.
Quality trumps over quantity, every single time.
You might believe that your best bet is getting as many people as possible to talk to you holding half a dozen conversations in tandem— hoping that a few will convert. This will only drain your energy and you won’t be able to provide note-worthy service to any one client but instead resort to quickly trying and ending conversations with one word answers rather than staying with them, guiding them through and making them feel better about having done business with you. Would you rather blow your chance?
This is easily said and done when you get a trickle of traffic. But how do you ensure great customer service when you have loads?
You can do one of two things: Hire a number of dedicated support personnel to cater to the rush or hide chatbox once it hits a certain minimum.
Actually listen to your customers
Whether it be life or business, amazing relationships are built on one skill—listening.
Shut up and listen to your customers. You can be so full of yourself that you wouldn’t give a damn about what others are saying and just pour out whatever you’re able to on the subject.
Support representatives are often ready with solutions.
Live chat representatives shouldn’t be chatty with pre-ready solutions. Rather, they ought to listen and prepare themselves.
The object is to read and understand what the customer wrote. Try to figure out their pain points and the problems they’re facing and then provide them a solution.
How much time you take to solve the problem isn’t of essence. What matters is you solve it and solve it right. You need to concentrate on what they’re saying rather than jumping to a solution right away. Better relationships are built that way.
To listen to what matters, you need to be able to ask the right questions. To do that, you need to remove ego out of the way. Asking some questions may make you appear not in good terms with the customer. It might make you look bad. What you need to do is mindfully discern what the problem is and arrive at the root of the problem. This requires practice and empathy. If you’re a solopreneur try practicing this with your wife and move to your extended family.
Listening is beneficial to help you with something else as well.
Product FAQs— If you’ve gotten the same questions about a particular product from multiple visitors on chat, you ought to consider adding additional information that can supplement these questions.
Also, doing some keyword research to discover common questions that people have and filling the FAQ section is excellent for conversions.
Perfect communication skills before approaching customers
Most times when I don’t know an answer and ask a customer if he can wait for the answer he’s all ears and supportive. There’s very rarely a customer would say no to that.
You’re human just like everyone else and its acceptable and only human that you may not have all answers at your fingertips.
Investigate and discuss with experienced customer service agents. Communicate with them to better your skills.
It’s better to take your time and come up with the right answer eventually rather than cooking up a lie.
Live chat is an excellent option to grow your store, gather useful feedback, and improve conversions. Most times people use live chat just before they’re on the point of conversion to get information that drives decision in your favor. You might have heard to strike the iron when it’s hot. These are hot leads we’re talking about that come through the live chat door. Do not miss the opportunity.
What do you think?