It is guest post day here at Duct Tape Marketing and today’s guest is from Sunir Shah – Enjoy!
As you read this article, potential customers are browsing your website, looking to buy something from you. Lost, confused, skittish, they will abandon your site before buying anything.
If only you had talked to them in time.
If you still think live chat is just for technical support, you’re in the wrong decade. As your ever present salesperson on every page of your website, the new live chat finally gives online companies that shop floor presence the average customer needs before buying.
What live chat has become
When I say live chat, I’m talking about the chat tab in the corner of websites like Bonobos, Hipmunk, and Birchbox.
I’m talking about live chat that is immediate and personable, where real humans answer questions and provide helpful, actionable information. The kind of live chat that provides you with direct, one-on-one conversations with customers.
It’s no surprise that a study conducted by Shopify showed that chatting customers were 3 times more likely to become return shoppers and had 48% larger order sizes.
Why Live Chat Improves Sales
A customer clicking through from search or advertising is not a loyal customer. They just want to know, ‘What’s in it for me?’
Live chat gives you a chance to show you’re more than a landing page by being there, answering their questions, and If you’re not online to answer that question for them, customers will move on to the next website that can.
By simply initiating a chat, a customer instantly qualifies themselves as a lead. That one-on-one interaction gives you the opportunity to answer a question or solve a problem that converts them from ‘lead’ to ‘customer.’
More importantly, you get the chance to delight them with an amazing experience that might win you a future and returning customer.
How to rock live chat
Be available. If you’re going to do live chat, you need to staff it. Not answering an incoming chat is worse than not answering the phone. It’s gives customers the same feeling as when walking into a store and not being able to find a salesperson.
Make it snappy. Customers expect immediacy, so aim to respond to their first message in under 30 seconds. A few seconds more and they could be on to the next store. Even a simple hello will get the conversation started.
Make it human. Fire the robots. Burn the scripts. Let your staff be natural when they’re helping customers. Like this Netflix customer support rep who managed to delight the customer with a deep knowledge of science fiction programming. This is a chance to build a relationship with your next loyal customer.
Prepare your team to sell. Train your staff to know solutions for common problems and problems the customer hasn’t yet considered. Ideally your operators are good listeners and strong critical thinkers, able to solve immediate problems and anticipate future needs based on conversation context. Share transcripts of good and bad chats to show your team what works and doesn’t.
Practice starting chats. The beauty of live chat is you can see who’s on your site and what pages they’re viewing. You can initiate a sales conversation by posing a targeted sales opener. For instance, if they are looking at bikes, “Hey, we have a big selection of mountain bikes. I can help you find the right one. Are you staying near the city or going offroad?
Close the sale. You can lose a lot of sales at order and fulfillment, either from customers who lose faith in the purchase, don’t trust you, or are having problems. Set an automated rule to initiate a chat for any customer that hesitates on checkout, such as “Hey, want to know more about our money back guarantee?”
There are tens of thousands of companies just like you using live chat for sales. Like Farms Technology, LLC, which uses it to approach sometimes introverted farmers with useful product information. Or WhoIsHostingThis.com who uses live chat to establish trust and build a rapport to boost sales.
Live chat is a powerful, if not the most powerful, sales tool you have. It’s the only tool that lets you talk to customers while they are shopping on your website.
It’s immediate, helpful, human and more like a real world sales experience than any other online channel.
‘Carpe Chatem’ – seize the opportunity in each conversation to win a customer and close more sales.
Sunir Shah is a marketer, developer and startup guy who loves making the Internet a more glorious place. Currently he’s the Chief Marketing Olarker at Olark live chat where he spends his days winning markets through engineering and his nights losing Settlers of Catan.