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.

How Chat Support Software Helps You Achieve Your E-Business Goals?

Achieve E-Business Goals through
Live Chat Software

It doesn’t matter whether you are a start-up online business or a flourished firm; you must have set some goals. To designs goals is important in a way that it lets you establish your business framework.  And sometimes achieving these goals turn out to be one of the biggest business feats for you. Setting goals, you actually show yourself a future picture of your online business and to achieve that you put in all your efforts and available sources.

Looking at the current market situation, you need to find out the tools and technologies using which you could get the maximum out put.  What could be your possible online business goals? Your goals can include; rise in average order values, increase in online clientele, maximum conversion and high ROI, life-long customer, generation of brand advocates, and much more depending upon the type of your business.  Most of all, you must have set up a time-span during which you are to achieve these goals. How could you achieve these goals in faster and convenient manners within an allocated budget and time period?

Here is where you need to implement chat support software on your e-commerce website. This easy-to install software for online chat can do wonders in helping you to achieve your goals. Foremost thing, for which most of the retailers strive for, is to provide a convenient contact centre to their customers. Having live chat on their website, vendors can facilitate their customers to contact them as quickly as possible. 

The real-time monitoring feature of Support chat software enables your chat reps to observe visitors’ activities on your website.  Knowing this, your chat reps provide on-the-spot, more personalized and real-time assistance to your online customers. Quick and useful assistance enhances customers’ experience on your website. The 24/7 availability feature of live chat enables you to increase your presence round the clock. Doing this, the retailers can gather as many customers as they can.

Live chat helps retailers in achieving their online business goals by helping them convert their potential clients into legitimate buyers.

Conversation Optimization Through Live Chat

Yes, adding the live chat software has proven to increase web conversations but it is not just the act of adding the feature to a company’s website that is responsible for an escalation in sales. For truly benefitting from live chat software, there a few things to consider which are bound to have a direct impact on website conversion rates when the chats are started.

Hire the Best Suitable Chat Provider

One of the most important things when it comes to implementing proper use of live support software is to make sure that there is a viable and well trained chat provider available on the seat. Someone who is well versed to fit into the job description of a chat provider is bound to contribute to a soar in sales. Putting inexperienced operators on the seat is not advised as they can lead to a drop in sales due to lack in expertise.  Things to pay attention to during the initial days of using the live chat software are: identifying the questions and requests that pour in, and also tracking when the peak times occur. A detailed Live Chat Response document can be created with the help of this information, which in turn makes it easier to train new chat agents.

Keep Speed of Response to the Max

When you make quick responses to your customers, it is bound to cause an increase in customer satisfaction level. The response time level is expected to be faster as compared to response times of emails or phone calls which are much slower. Live chat is used widely to receive quick responses. If quick responses aren’t delivered, it can have a negative impact on the business. Clients usually ask questions revolving around sales and purchases. If, for example, a customer asks a question while he is at the last stage of a purchase and doesn’t receive an immediate response he will be forced to abandon his cart that results in a loss of a sale for business.

Communicate Wisely

When chat providers are chatting with customers, one should keep in mind that both the potential and existing customers are virtually existent. They hail from different parts of the worlds; hence, it is important to keep checking the type of language and tone that is being used with the clients so as not to offend anyone. Always mirror the language. If the customer is using a causal reply casually and if the tone is formal mirror the formal tone. This way results in the customer being comfortable with the chat provider and allows him to freely talk to him regarding any query he may have.

Keep the Learning Alive

Take into account all the experiences you encounter. Keep building on ways you can improve your skills. Keep learning as the material pours in. If questions are being asked repeatedly, they should be put up on the FAQ page so as to reduce the flow of questions. This in turn will leave the chat providers free to tend to other clients who may have questions that aren’t placed on the FAQ page.

Hence, in conclusion, the addition of live support software on the website has proved to be highly beneficial for online businesses. If the above guidelines are followed it is bound to ensure a success for them.

Chat Support Software in Different Flavors

Chat support software, serving as a complete customer service package, comes in different flavors. There is no denying the fact that deploying this web-based chat application, retailers have introduced new trends in online marketing and customer service of a particular e-business. Live chat is the amalgamation of different features, which have upgraded the online customer service in many ways. 

The idea of installing live chat on e-commerce websites came in the wake of tough marketing competition and high customer demands. Availability of a number of retailers and the ongoing developments in the world of information technology made the customers less forgiving than before. Being technology savvy, customers now expect services at their beck and call.

See how different features of support chat software can set your online business on new lines.

The biggest feature, for which online support has become a choice of the most the vendors, is its ability to reach far off customers. Using proactive function of live chat on e-commerce websites, a retailer can invite distant potential customers towards their business; whereas a typical brick and mortar store is usually limited to the people of a particular area.

Generally, when a visitor comes across your website, during the first minute of his visit, a small chat button pops up, showing a default invitation message in different forms like (Hello! How may I help you today? OR Do you need help? This usually catches the attention of a visitor and encourages him to further explore your site. Thus, with the help of this approach the retailers cannot only become easily accessible to their worldwide customers but can also invite them proactively. Therefore, chat support software, enables retailers to provide equal assistance to all customers by cutting short all distances.

Another important feature for which support chat software is getting popularity among online retailers is its ability to track visitors’ activities. It enables you to check, who is on your site, for how long he has been here and from where he jumped on your page. Retailers can also use, Referral URLs, key word search to know what their potential clients are looking for on their website. Knowing this, the chat agents handling online support, can provide on-the-support and relevant assistance to their customers.

Given above is just a glimpse of features of chat support software. Online chat has much more to offer to online business owners.

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.

Tips To Make The Most Out Of Live Chat Software

Live chat software can be the most effective mode to personalize the online shopping experience for all the customers. Most of the business experts believe that addition of live chat can increase online sales. Being inspired by all these benefits, most of the online entrepreneurs add live chat software on their business websites. Before this addition, you must know that live chat can increase your business potential but only if it is executed in the correct manner. Following are few tips that can help you make the most out of live chat software.

Empower your Team: The best way to get the maximum results from support chat software is to empower your website representatives with knowledge about live chat application, your inventory and website navigation. You must make every effort to improve their performance and to make it easier for them to solve customers’ queries.

Add a Human Touch: According to a search report, most of the online customers prefer taking help form a live person while they are shopping online. Therefore, you should also try to add as much human touch in your chat as possible. Provide warm and add a humanize help to your customer’s shopping experience. Robotic responses can decrease the effectiveness of live chat.

Hire Experienced Team: For the most effective use of live chat software, along with training your team, you must consider hiring experienced sales people in your team and not just customer service representatives. Experienced sales personnel can more likely bring leads from customers towards sales and increase the possibility of up-selling.

Boost Your Social Presence: When your support chat software representatives get positive feedback from your online visitors and customers, consider guiding them to remind your customers towards your social network pages like Facebook. Ask your customers to like the page and further participate on your page.

Add Helpful Chat Features: You must add few useful and helpful chat features on your live chat software such as language convertor, option to modify the chat font size, to request the transcript of the chat and to keep a record of chat history.

Check Your Peak Shopping Hours: Seeing the nature of your business and the territories you cover, you must keep a check on the peak shopping hours of your business. In most of the cases, 9-5 chat hours will not work often. Therefore, consider hiring a team that can cover off hours as well.

Check all the above mentioned pointers before picking certain kind of chat software for your website.

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?