Making The Most Of Live Chat On Your Website

Making The Most Of Live Chat On Your Website

Live chat on website


Your website is a 24×7 salesperson for your business. When it comes to shopping online, websites are the most reliable way for a customer to know more about products, services and other offerings. When people shop online, they do it because it is convenient and accessible.  

That being said, brick-and-mortar stores usually have the upper hand when it comes to giving a personalised experience to their visitors. Visiting a store physically also makes it easy for you to get answers to doubts with the assistance of an on-floor employee. 

But this does not have to be true for your business that depends highly on online sales. Your website can be a strong competitor for physical stores, especially in 2022. 

Thanks to the modern capabilities of technology have enabled real-time communication with website visitors. Much like the greeting of an on-floor employee who is ready to assist you in your shopping with a proactive “hello, how may I help you?”, live-chat plug-ins on your website do the exact same thing for your prospects. 

But it’s not enough to simply add the live-chat widget on your website. There’s more to it if you want to make the most of this technological advancement. Let us see how you can use its capabilities to the maximum. 

chat bots

Bye-Bye Bots! 

Unless you say bye to bots, you will not be able to use the live chat feature to your advantage. Chatbots defeat the purpose of communicating with prospects in real-time. 

Remember, your prospect is smart and will easily come to know if it’s a real person on the other side of the chat. Automated replies by chatbots can hardly keep up with complex conversations, let alone provide a personalised experience to your prospect. 

It is wise to invest in a team of sales professionals that can handle queries and strike a meaningful conversation with a website visitor. According to research by IBM, 70% of customers who shop online prefer live-chat assistance, nearly two-thirds of which return to the website to make another purchase, thus contributing to generating website traffic

Sales representatives go beyond putting a proactive front, they elaborate on responses, influence decision-making and facilitate a visitor’s on-page navigation – making sure they don’t leave your store (read: website) without exploring options. 

Pre-Chat Surveys Are Your Guides

Creating a personalised experience for your visitors is easy when you have insight into what they are looking for. Using information from the pre-chat survey, live-chat sales representatives can guide prospects in their purchase journey and offer them exactly the solutions they are looking for. 

Before jumping in head-first to guide your prospects without knowing what they are looking for can be avoided with this feature. A pre-chat survey can first ask your prospect what they are interested in. Giving them multiple choices can help you streamline your internal processes. For example, a pre-chat survey for an online clothing retailer may look like this – 

“Hello, what are you looking for today?” 

  • Accessories 
  • Footwear
  • Jackets 
  • Women’s Clothing 
  • Men’s Clothing
  • Kids Clothing 

The list of multiple choices may vary depending on the products the retailer offers. 

This is a great starting point for directing your prospect in the right direction and minimising their effort of navigating through different pages to find what they want. 

Ask a digital marketing agency how you can use information gained through pre-chat surveys to help your business in re-targeting marketing. 

website chat history

Upselling Is Easy With Live-Chats 

Say your prospect is about to leave the store and has filled their cart with items with an intention to make a purchase (they are on the check-out page). At this point, your live-chat host can prompt the prospect and suggest things that would complement the items in their cart. 

For example, if your prospect has added Women’s clothes to their cart, the live-chat assistant can suggest accessories such as bags or earrings to go with it. 

However, you will need insight into knowing when your prospect is about to hit the check-out option. This can be done with additional plug-ins or special codes. 

Including these plug-ins can be difficult if you are not well-versed with coding and development. You can always take the help of a website development agency to help you make the most live-chat options. 

Always Check Chat History 

It is easier and much more rewarding for a sales representative to guide a visitor who has previously made a purchase from the online store. When customers return to your website, consider it as a positive sign but consider it as an achievement if they make a purchase from you again. 

By examining prior discussions, chat operators may obtain useful perspectives. This allows the agent to catch up on concerns that the client addressed earlier and to proactively follow up with any queries. Customers would appreciate not having to repeat their earlier problems to freshly allocated chat employees.

These are the four most effective ways of maximising the benefits of live chats on your website. Remember that customers are always likely to make an informed decision when there is someone to provide them with that information. Live chats are one way to facilitate this. 

Good luck! 

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