One of the biggest success factor when it comes to an online business is customer support. Unlike a brick and mortar business, your customers don’t have someone physical to go to when he or she has questions.
Waiting for a response through email takes too long and can be a turn off for some customers. Often times, I would leave a website and search for another simply because I couldn’t get ahold of someone right away.
Have you ever considered adding live chat support to your website? It’s going to cost you a bit more money to hire a few live chat agents, but it provides your customer(s) with convenience.
According to a study conducted by emarketer.com, over 60% of consumers are likely to return to the website if it offers live chat support. With more people returning to your website, naturally, your sales conversion will also increase.
Now that you understand the importance of live chat. I want to go over “How To Increase Conversions With These Live Chat Hacks.” Without further ado, let’s get started!
Be Available All The Time
The beauty of serving the internet is having access to people all around the world. But in order to serve people from different regions, you’ll need to have people working at different timezones.
Customers are used to quick responses and if you can’t provide that. They’ll just find a different company that can answer their question immediately.
Losing one customer is not the end of it, in fact, you’re probably losing the lifetime value of that individual customer.
I’ve abandoned many websites with live chat simply because they didn’t have an agent working at the time of my request. Would they have earned my business? Possibly if someone was there to answer a few of my questions.
Learning how to outsource for your online business is very important especially if you want to run live chat on your website. There’s no way one person can be available 24 hours a day, 7 days a week.
Simply search for live chat agent for hire on Google and you’ll receive a few results. One of which is hiredsupport.com (not an affiliate link).
There you can hire live chat agents to represent your company and answer any questions your customers may have for as low as $1.00 per hour.
I’ve never used their service, so I can’t vouch for how great they are. So I recommend shopping around to find the best team for your online business.
Train Your Live Chat Support Team
Anyone can greet, but not everyone can provide the best customer support. But, if you want to increase conversions with live chat, you’ll want to train your live chat support team to be able to answer any questions your customers may have.
They need to understand and know as much as they possibly can about your company, your value, your products, and your services.
So it’s important that you train your live chat support team to be able to guide your customers to the information they seek to help them make an informed buying decision.
People Prefer Talking To Real People Rather Than Artificial Intelligence
According to 99Firms, 70% of consumers prefer dealing with real human agents rather than artificial intelligence. So make sure your customers know that they are talking to a real human being when using live chat.
One way to do so is to add a real profile picture of the agent as well as his name and job position to the live chat window.
It’s truly a psychological thing. By adding a profile picture of the agent, it helps your customers better connect with them.
Offer Suggestions To Similar Products That Works Best For Your Customers
Back to why it’s important to train your live chat support team prior to putting them on the job. By understanding the company, value, products, and services. Your live chat support should be able to recommend products and services to your customers.
Sometimes this also includes additional products and services to help your customers. Is this upselling? Absolutely, but it’s a win/win situation if your live chat support knows what they are doing.
You don’t want your live chat support to recommend products and services for the sake of making money. As long as you deliver value and a valid reason why your additional products and services will benefit your customers, it’s perfectly okay.
Follow-Up After The Live Chat Session
Most consumers don’t buy right away. They prefer to play it safe and conduct more research before making a purchase. That’s why it’s important to follow up with your customers after the live chat session. That way your customers will remember you and your company and increase the likelihood of them returning in the future.
What I recommend is follow up by using email marketing. Simply collect their email address during the initial live chat request phase. Afterward, you can use email marketing service providers like AWeber to automatically follow up with your customers after they had a conversation with one of your live chat support agents.
In addition to following up with potential customers, you can also use email marketing to promote future products to existing customers.
Having a live chat on your website is not only beneficial to answering questions for your customers, but it’s also a very powerful tool that can be used to generate money for your online business.
My best word of advice for you is to focus on customer support and satisfaction. The money will follow once you’ve gained the trust of your customers over time.
People buy from those they trust. That’s why it’s so easy for Apple to acquire new customers as well as generating repeat sales from existing customers.
I hope this was helpful! If you need any additional help or support. Please leave a comment down below and I will try my best to help you out!