5 Rules For The Innovative Use of Live Chat Software

Live chat software is a new trend in the online business market. This tool has not only changed the online business trends but has also given it new life to e-commerce world. Live chat has brought the online world into a new space where the client and the company are practically one entity. However, the companies who are using this software properly are the ones that are getting most advantages out of it. The chat support system is revolutionary and it needs to be used innovatively.

Here are some rules that you will have to follow in order to get great results from your live chat software.

Location Is The Key:

Live Support icon must always be integrated in the right place. Making it prominent is important but more than that it should be easily approachable. The chat icon should be placed in an area that is noticeable. The center area of the screen is also a hot spot. For example, the chat software should be placed either at the header or the footer of the page. According to a research, these places are most noticeable and obvious, which is why the client always looks there every time.

• The integration of live chat icon on a mobile interface is supposed to be exact as well. You must have a “click to call” icon on your page that will allow the clients to contact the company without any hassle.

Availability:

The client must never see the “I’m not available” text. This is the most disappointing thing that you could do. Instead of leaving such a message, you can display the hours in which your services will be available. Although, live support chat software is supposed to be a twenty four hour service, it is better that you try to be available as much as possible.

Guide The Client, But Only In The Beginning:

While guiding your clients you need to make sure that you do not overpower the whole conversation. Live chat is all about the clients and their needs. At the beginning of the chat, you need to start the conversation; however, once you are done with the pleasantries, you need to give the control to the client so that he can talk about his issues.

Canned messages are good but only if they are used in the beginning. Once your conversation is in the flow, you need to stop their usage and converse with the clients in your natural style.

Businesses New to Live Chat Solutions

The usage of live chat software is on the rise as companies all over the world are embracing live chat solutions. This support system has proved to be very effective due to its characteristics such as real-time communication, which makes it a good choice for companies so that they can provide an engaging experience to their customers. If your company has recently decided to purchase the live chat software it may have some trouble starting up which is why the following list should be followed as a set of guidelines:

• Know who your target audience is: Depending upon the business you are running, you may direct your web targets towards chats relating to sales or use it as a support tool. You could even decide to do both. Having knowledge about who you would like to chat with and what the conversations will revolve around will be of great help to achieve goals that the company has set.
• Know your goals: Have a clear set of goals in mind that you want to achieve using live chat solutions. Goals could consist of wanting to increase average order values or increasing the utilization of chat providers handling multiple chats.
• Know who is going to be answering your chats: It does not matter whether you have a single employee or an entire center full of employees, knowing who will staff your customers is one of the most vital points to consider to ensure a good chat experience for your customers.
• Know where you are going to place your chat: Visibility is very important. Customers should be able to easily see where the chat button is placed on the website. Keep your goals in mind and consider how you will want to use chat in areas such as the shopping cart or customer support pages that is where the chat button usually works best.
• Know what the cost is for not doing chat: There are hidden costs of not using live chat support software such as missed sale opportunities or being a competitive differentiator.  Not using live chat could prove to have a greater impact than you may think.

In conclusion, the above guidelines should be kept in mind when starting out to use live chat solutions. Several other advantages can be gained by using live chat and companies are starting to see that.

Have the Best Sales Meeting with Live Chat Software

E-retailers can use live support chat software on their website to establish real-time communication with prospective customers. Chat operators adept at selling. They use strategic questions to learn as much as they can about customers’ pain points. They propose solutions that matches your product offerings.

Are you satisfied with the performance of your sales team? Many business owners aren’t. They often find it surprising when teammates come back from a presentation with a frown on their face. Although, the seller went through all of the slides, he didn’t generate leads or win sales. It’s not a surprise that results were less than stellar. All too often, the sales force approach their customers as if they were attending a cocktail party. At such events, the storyteller is often interrupted by someone who is anxious to tell their own story. When it comes to making sales, this approach is sure to back-fire. Mark Suster, prominent blogger, advises not to cut off customers when they speak to you. By actively listening to them, you will discover all of their pain points and can propose meaningful solutions.

Identify Problems by Listening

WG Live Chat Software, creator of live chat software, wholeheartedly agrees with Suster. It’s better to resist the temptation to ramble on about how great your products are. Customers actually prefer to speak rather than listen to what salespersons have to say. When you actively listen, you can tease out as many pain points that match your solution set as closely as possible. By asking great questions, you can expose more pain points that would have otherwise been saved for another conversation (perhaps with your competitor?!) Once you gain valuable insights, you can propose products that will resolve their pain points.

Customer Engagement is better than Slides

Live chat software aims to help e-businesses increase their revenue streams by letting customers do the talking.  WG Live Chat Software employs customer service representatives (CSRs) that are skilled at salesmanship. Before they live chat with website visitors, they undergo rigorous training to learn everything about your customer personas and product offerings. As soon as someone enters your website, they immediately send a welcome text-based message. By greeting browsers, they put a seed in their minds that Live Chat is available whenever they would like to avail it.

Art of Teasing Out Pain Points

Website visitors can then click-to-chat when they would like a meaningful discussion with an agent. Open-ended questions are asked to learn as much as possible about the problem that needs to be solved. At times, customers know exactly what the problem is and at other times, they need to be motivated to bring their pain points to the surface. Live support chat software enables real-time discussions so that the resolution can be proposed on the same day.

Differentiate Your Web Business with Chat Support Software

Are you putting together your business website? Before you speak to your web developer, consider the advice of industry experts. Many such as the Small Business Authority believe business owners do not create a good web presence. They argue that customers make a split-second decision to stay on your webpage. You can influence their decision to learn more at your website with a blog, “About Us” page, and “Contact Us” page. These components answer questions such as “Who are you?” and “What do you do?” However, these elements are not enough to win customers. Differentiate your business with social media accounts and chat support software. Both can be used to maximize your website’s effectiveness. 

Part 1: Use Social Media Networks

All customers have come to expect online businesses to have a website and a social media page. Although, there are many networks to choose from, Facebook (35%) is the most popular choice. Other tools of the trade include LinkedIn (15%), Twitter (10%), blogs (8%), and You Tube (8%). Information graphic, “The Small Business Web” reveals 44% of small businesses used social media to grow their business in spring 2011. In fall 2010, this figure was at 39%. Why the growth in social media adoption? Business owners believe it can attract new customers, promote their brand, communicate company news, and keep in touch with existing customers. By doing some or all of these tasks, you can increase your website traffic.

Part 2: Connect with Chat Support Software

By installing live chat support software, you get a click-to-chat button and a chat API window on your website. Installation only takes five minutes. Once these elements go live, you can change the look and place it wherever it will be easier for your customers to reach you.

Live chat representatives are appointed on your behalf to establish a meaningful connection with website visitors. Before they commence chat, they are taught that every relationship is important. This is why they approach every prospect with warmth and a genuine interest to enhance their user experience. They can fulfill customer service requests around the clock and in various languages.

Live chat support software has a built-in web analytic feature which shows site usage and referral URL source. Operators instantly get a clue what visitors are looking for. They can send a proactive chat invitation to ask them strategic questions and resolve common search queries. As a result, these actions encourage prospects to come closer to the end of the conversion funnel.

What do you do to create a competitive edge?

Content Is King But Live Support Chat Software Engages Users

Do you believe in miracles? At times, forces greater than us impact our life. When it comes to managing web-based businesses, business owners should proactively connect with their customers. Industry experts advise that the best way to get their business noticed in the virtual marketplace is through pay-per-click (PPC) advertising. The procedure of advertising in this manner is simple. Business owners can create a Google Ad words account and post their advertisements. They will pay only when an interested user clicks on the ad and goes to the website. Although, paid media is effective, earned media produces better results. When you pair earned media with live support chat software, you become an unbeatable force to be reckoned with!

Web-based companies can create original content and share it with prospective customers on their website, company blog and on their social media profile. You can produce content that will compel your target market to consider doing business with you. Develop content that will educate customers about your product offering. You can create how-to guides, white papers, and research reports. It is pertinent to share your content online as much as you can. Website visitors do not become impressed with looking at product pictures and reading the descriptive text. They scan the internet to gather as much information as possible. You have to do the best job possible to develop valuable content. 

Web-based companies can also share informational content created by 3rd parties. Customers won’t mind as long as it helps them understand your product offerings and eliminate common search queries. Good content establishes e-businesses as the go-to source of information and asserts their expertise in the brand.  It especially helps gain your website visibility. As web traffic increases, you will discover there are plenty of website visitors that want to evaluate your product offering more deeply. You can help them make a positive evaluation of your business by adding best live chat software. The online CRM application appears on your website. It makes it easier for prospective customers to resolve additional queries.

Introduction to Live Support for your Website

1. Live support chat software believes there is an art and science involved in converting customers on your website. When anyone enters your online store, customer service representatives (CSRs) give them a warm-hearted welcome. They send an automatic welcome message in order to establish rapport and demonstrate that your website uses live chat technology.
2. Prospective customers can click-to-chat when they wish to resolve their quandaries concerning your company policies and product offerings. In most situations, CSRs will send them a proactive chat invitation. This invitation did not appear miraculously. When you add best live chat software, you will have access to a built-in web analytic feature. CSRs analyze webpage duration, keyword searches and referral URL source.
3. Once their analysis reveals that browsers are experiencing difficulties on your website, CSRs send a chat invitation. Upon its acceptance, they courteously ask strategic questions to learn as much as possible about the situation. The one-on-one discussion enables browsers to open up about their apprehension. CSRs then propose workable solutions.

Insurance Providers To Use Best Live Chat Software to Help Teenage Drivers

Getting behind the wheels of for the first time is an exciting turn of events for most teenagers. Growing up, they depend upon adult authorities or older siblings to drop them off to school or to their part-time job. By the time, teenagers become 16-17 years old, their parents hand them over the responsibility of driving. While, being handed over the keys signifies growing up, new drivers often underestimate the peril involved in hitting the roads. The California Department of Motor Vehicles reports novice drivers between the ages of 16 and 19 have the highest average annual crash and traffic violations rates of any other age group. Concerned parents can use live chat support software to insure their vehicle and to help teenagers learn commonsense driving tricks.

Every time you take the road, you will come across an ambulance, injured teenagers, and a crashed car. The National Highway Traffic Safety Administration reports teenage drivers overestimate their driving ability. Despite being a novice driver, they take risks by driving under the influence of alcohol and drugs (5.1%), violating traffic signs and signals (8.1%), and changing lanes dangerously (4.3%). More than 35% of teenagers get into a fatal accident by driving at an unsafe speed! While, it takes a while to develop hazard detection skills, experienced and beginner drivers are required by most state laws to have vehicle insurance. Customers that already have auto insurance are required to pay a higher monthly premium if they add a teenage driver to their policy.

Automotive insurance providers can deliver customer support over the phone, face-to-face, and through live chat support software. Customers that visit insurance website are greeted by a courteous customer service representative (CSR) through live chat technology. Before conducting a chat session, CSRs undergo extensive training to understand what auto insurance is. Uninsured drivers often do not know why having some form of coverage is necessary. CSRs can interact in a two session on the website explaining the benefits of being insured. They can help inquisitive buyers understand vehicle insurance pays for medical bills after an accident, protects car owners from costly lawsuits, and pays for damages.

While, the benefits are truly enlightening, potential customers hesitate from doing business with the first insurance provider they came across. This is because they want to shop around for premium discounts. They know by conducting extensive search online, they will eventually stumble upon an insurance website which will offer them lower rates. Best live chat software addresses this problem by having CSRs proactively engage customers who are searching for the right coverage at the right price. CSRs can discuss how the monthly premium will be determined and what they can do to qualify for a discount. In addition, best live chat software navigates browsers around the website to discover tips, tools, and resources to help drivers throughout the learning-to-drive process.