Have you considered adding live chat to your website? Live chat is one of the quickest ways to help customers and nudge them in the right direction. I love when I’m shopping online and greeted by someone who asks, “How can I help you?” It’s a lot better than getting an automated response that says, “We’ll get back to you in 48 hours.” Sorry – I’ll be over this in 48 hours.
Live chat is the future of customer service. Here are three ways that this useful tool can increase conversions and sales for your business.
1. Help People – Even When You’re Not There
We’d love to be there for our customers all the time, but it’s not possible. There will be times when you’re running errands or giving attention to other parts of your business and you won’t be able to chat with a customer. Fortunately, you have some friends on your side – chat bots.
Thanks to artificial intelligence, you can customize responses based on common questions. You can also have an automated bot that assists visitors who are browsing your site. If you can’t assist the customer in the moment, point them in the direction of other content they might find helpful until your return. Another favorite of mine is using bots to measure user experience.
2. Provide Immediate Responses
People don’t want to wait for a response. It may sound spoiled, but it’s the way we shop these days. I know that when I’m ready to buy something, I plan on doing it right then and there. I don’t want to be held up by a slow checkout process or a surprise shipping fee. Everything needs to move smoothly so that I can complete the transaction.
With live chat, you can respond to customers in the moment and prevent them from bouncing off your page. Also, lead generation and contact time are connected. The faster you respond to a lead, the higher chance they have of converting. The longer it takes to respond, the greater chance the person will leave and go to a competitor instead.
3. Replace Outdated Forms
People don’t like filling out forms. In fact, removing forms may actually benefit you. They’re tedious and annoying, especially when the form is being temperamental. How many times have you filled out a form, only to learn that your password wasn’t strong enough, the zip code wasn’t complete or your username was already taken? Frustrating. I know.
Instead of asking visitors to fill out forms, you can use live chat to convert leads and nurture them through the funnel. Ask a few questions, get a feel for each user and qualify leads. This feels much more personal to the visitor and avoids the need to stop and fill out a form.
Live chat platforms are within reach for businesses of all sizes. A few that I’ve had good luck with include Drift, Intercom and Autopilot. Check them out for yourself and discover the right fit for your business.