According to Apex chat, having a live chat can increase your conversions by 40%.
However, it is old research. Now you can achieve a lot more than that.
Live chat is not just a feature for your website. It is a part of your marketing. However, the significant role of marketing is social media, email, and SEO. You should also pay attention to live chat.
Using other resources, you can fetch visitors to your website. But when it comes to conversion, live chat plays a vital role.
Gone are when phone calls and emails were used to connect with a brand. Now customers want a quick response. So, having a free live chat app will increase the conversion chances up to 58.5%.
This article will discuss the live chat requirements that will increase your sales.
Why is live chat better?
Live chat was not typical a few years back, and we relied on calls and emails.
However, they are not ideal for increasing sales. For calls, you will need a few minutes to answer the consumer. And still, you can miscommunicate things unintentionally. Moreover, some people don’t like to talk on phone calls. Even I don’t.
Emails are good, but you cannot handle them quickly. It will take at least a working day to answer back. Also, the consumer will have to leave all other tasks and write an email to your business.
It is human nature that we cannot wait for a longer time. So, if you cannot handle your consumer’s queries quickly, they will walk away. Thus, consumers will think a couple of times before contacting you through call or email.
Multitasking is a great feature of live chat. And it is missing in emails and calls.
Answering your consumer quickly can increase your sales. The user only wants to connect with you when he is interested in purchasing your service or product.
Live chat is just like a magic spell. If you have all the right words, you can increase sales instantly. According to Neil Patel, it can be up to 45%.
Now let’s dive in and gather those magic words for you.
Use the live chat box to add value.
We try to connect with our audience through a free live chat app. But we can do more with that.
Live chat helps you connect with your audience directly, which can help you make them purchase your product or service.
Usually, a chat box looks like this.
It sits calmly in the bottom right corner. And usually, it says “contact us” or “drop a message.”
So, instead of just covering the space, use it to persuade the customer. Even before the chat, you can increase the chance of sales. You can do it by adding an excellent copy in the chat box.Get Started free
The customarily used phrase contact us is a copy, but we can improve it.
The customarily used phrase contact us is an ad copy. Then why don’t you improve it to sell?
According to Neil Patel, a chat box can play two roles at once.
- It will be your live chat medium
- It will be an ad or popup
Thus it would help if you used it in the best way to improve sales. For example, instead of “contact us,” you can write “looking for a deal?”. It will give your consumers a sense that this chatbox can also help them find perfect deals.
However, you can also keep it simple. You can ask your consumers to introduce themselves or encourage them to ask questions.
You can set a soundtrack for conversion by adding a good copy in the chatbox. And it will also help your consumer to feel welcomed. Thus they will leave with positive vibes about your business.
However, you will need good communication skills to close the deals.
Train your live chat support team
Your support team is the backbone of your live chat. So, if they lack communication skills, you will not increase sales.
Most companies are not giving importance to live chat. Even though they know the importance of skilled live chat representatives, they underestimate it.
Your consumers will remember contacting your representative rather than the chat software. In summary, skilled live chat representatives will help you increase conversions by a factor of ten.
Your consumers will remember the interaction with your representative rather than the look of chat software. Thus, having an excellent live chat representative will help you increase conversion by a factor of ten.
Because live chat is so new, it necessitates a specific skill set. Internal salespeople outperform customer service professionals when it comes to living chat.
Note: You should hire a live chat representative who can communicate in the native tongue of your consumers.
How to close deals on live chat?
How you approach your client and negotiate a business deal on live chat. The key to this is to pinpoint and understand the demand of the client or customer and provide an effective response to what they are searching for.
However, it is not as straightforward as it sounds. It requires a good skill set and psychological mindset to persuade the buyers of what you are offering. You need to express appealing and prioritize the interests and demands effectively.
There are many ways that you can use to sound impressive and persuasive. For instance, research is very significant in this regard. You need to find the perfect product that suits all the demands and requirements your buyer or consumer asks for.
Secondly, you need to be polite as it is more likely to keep them engaged in the chat or conversation and might enhance their interest in what you are offering.
Another key to closing a business deal via live chat is to be open to criticism and objections and provide an adequate and appropriate answer to their concerns. This will compel the customer to understand better what you are offering to them.
It would help if you also welcomed the buyer’s opinions, refrained from unnecessary assumptions, and focused on your speech. This will allow you to capture their interests and appeal to them on a whole level.
One of the most critical factors in closing business deals on live chat is the identification of the decision-maker. You need to determine and detect the specific interests and requirements that the customer is searching for in your products. This usually becomes the decision-maker, and once identified, this usually leads to the deal’s closure in the best way possible.
Professionalism plays the most significant role in closing deals through live chat. There needs to be professionalism in your conversation, behavior, and tone. Otherwise, the client might lose interest in your offer.
Another thing that most sellers aren’t aware of is keeping your pitch or offer as short as possible as the buyers or clients might get irritated or think of reading it as a waste of their time. Therefore, it is much better to keep your pitch or description of your offer as minimal as possible.
One needs to look into what he is offering because if it doesn’t match the buyer’s requirements, it might lead to a wrong impression of yourself in front of the client, and the deal might be over then and there! Therefore one should see their offer many times before conveying it to the buyer or consumer.
Sellers also need to be proactive and ask for feedback regularly as it maintains your buyers’ interests in your business. After closing deals, follow-ups create an admirable impression that makes you distinct from other sellers and enterprises.
Create a seamless chat protocol
The design and outlook of the live chat need to be eye-catching and impressive to capture the attention of its viewers. However, achieving this isn’t child’s play. Immense effort and hard work go into it.
A proper protocol needs to be established to develop the live chat feature.Get Started free
There should be an appropriate and decent salutation that should display onto the live chat in the form of a popup. It can be “Welcome!” or “Greetings!” or something that appears attractive and captivating to draw the viewer’s attention.
The key is to program the website into displaying the live chat service button in a popup in specific scenarios. For instance, it can be triggered to appear after a fixed amount of time.
Usually, websites use auto-generated templates for the live chat feature of their websites. Still, it is avoidable to refrain from it as direct responses from the concerned individual are more appreciated by clients and buyers nowadays.
Buyers like to get attention, and it enhances their interests, creates a strong impression, and highlights that you provide value to your buyers.
These are some of the reasons that make the job of a live chat salesman tricky, as a tiny mistake can cost you the lack of interest of your client.
Another factor that can prove harmful for you is unknowingly irritating the client. Asking for feedback is good in itself, but asking for it again and again in short intervals of time can trigger irritation very quickly.
Therefore a live chat salesman needs to find a perfect balance to satisfy the client and their demands.
Another key to getting your buyer’s attention is to pre-research the answers to some questions you think might be asked of you. This will help intensify your responses and target the client’s immediate needs.
Following simple mannerisms and etiquette can also go a long way. Most of the time, just empathy can do the trick too! It would be best if you sounded welcoming and polite for your client to open up to you regarding their needs.
It is often astonishing how quickly you can win your client’s trust just by being polite. This can help you to get their contact information or email. Once you get to that confidence level, you are more likely to complete the task. However, it would help if you also abstained from being too assertive.
Due to this reason, people prefer talking to a living human being to communicate their needs instead of an auto-generated template message that can easily be detected.
Tips to use while using live chat
Direct your users
Nowadays, consumers’ primary interaction medium is live chat, with over 92 percent of users expressing happiness with it. Because of the high rating, many more individuals are inclined to trust it over other, more traditional methods of communication.
Pay attention to which pages on a site generate the most questions or live chat chats, and then use that information to improve your on-page live chat. Chat is an excellent approach to lessen customer issues, but it’s an even better way to prevent consumers from having any worries in the first place.
For example, if you get a lot of questions regarding the difference between “per seat” and “per agent” on your price page, it might be time to think about how to communicate that to your target audience better.
Target visitors on the right pages
Having an online live chat on every page isn’t viable for most businesses.
Instead, most businesses should offer live chat on the few pages that make sense. The sites where you should incorporate live chat should be where you get a lot of queries or where you think consumers are the most confused or anxious.
As previously discussed, your sales or price pages are an excellent illustration of this. Other unique pages to incorporate chat on are:
- A page for account management and preferences
- Control panel for users
- This is the first time you’ve seen your product or dashboard.
- This is the first time I’ve seen your paperwork.
- Aside from targeting individual sites, another effective strategy is to target users by segment.
Some businesses, for example, may want to target exclusively corporate clients and do so on every page.
A strategy of targeting any firm with 100 or more employees may make sense for other businesses. Whatever method you use, smart targeting and displaying chat just when it’s most suitable (rather than all of the time) can help you earn customer loyalty and conversions.
Proactively offer support
When you detect that a consumer is puzzled on the website, nothing demonstrates that you care more. No matter how good your team is, your clients will be significantly more pleased if they don’t have to contact you again for the same problem.
You may enable your support personnel to initiate a chat by assessing which pages the user has engaged with and how long they’ve been on each page. Once the user has spent 30 seconds on a page, scrolled a specific depth, or engaged with a module on the website, you may inquire if they have any questions (like a calculator).Get Started free
Blue Soda Promo used online live chat to promote its products and converted approximately 60% of conversation leads into purchases. This strategy may be used on your checkout pages, which is a fantastic place to start.
It’s an often perplexing touchpoint for visitors, and 77% of consumers stated they wouldn’t feel obliged to purchase on that page if live chat help wasn’t available.
Use pre-chat surveys
People despise having to repeat themselves.
In fact, according to a UBM poll conducted in the United Kingdom, 75% of customers believe that utilizing a support tool is the worst aspect of their experience. Offering a pre-chat survey and gathering some background information on your clients as they wait to be connected with an agent can help you save time both now and in the future.
As seen in the example above, you may provide your customer support representative with essential information regarding the issue a client has by gathering information from a customer (and ensuring that your staff reads it).
You may save this information in your live chat system so that anybody else who starts a conversation with this consumer can view the history of their inquiry.
Which is the best live chat app?
Suppose you search on google for the best live chat apps. You will find a great list of them. However, we have a better offer for you. Try our business development software and get free live chat, landing pages, and lead generation features. We provide the best free live chat services to all of our clients.
We also have other software that will help you to boost your sales. Just contact us to know about them.
Just focus on minor details of your live chat, and you will see the difference. But ignoring will help you to lose your potential clients.
How can I add live chat to my website?
Just install the MIYN’s plugin or login the dashboard. Now choose live chat from the widgets and enjoy your live chat.
Can I customize my chatbox?
Yes you can customize your chatbox. You can do it by yourself if you are familiar with basic front-end tools.
Do you have a free trial?
Yes, we are offering a free 1 month trial. In this trial you can use all the premium features.