Live Chat is not a “good to have” service any more. It has become essential! Increase sales, elevate customer satisfaction, reduce CAC, and more! You are just about to find out how to do it.
A very efficient way to break customer’s fears about purchasing a product or a service is through valuable types of engagement. Lots of doubts, questions, and objections can pop up during consideration. And that’s why you must make yourself present at those times!
Relying on the benefits of Live Chat can give your customer service a great tool to guide visitors through their journey.
In this article, we will tell you some of the advantages and teach you the best practices of using a Live Chat to get more sales. Read on!
What is Live Chat?
In a practical definition, Live Chat is a combination of efficiency, speed, personalization, and high-quality customer service.
Having a Live Chat has become one of the most wanted –– and needed! –– tools for improving user experience, whether it is a B2B or B2C market.
In the past, it used to be held by sales and support teams to offer quick assistance. But now, Live Chat can be the right arm of your staff throughout the entire buyer’s journey.
Live Chat is versatile and dynamic, providing that mix of immediacy and upper-level communication your audience demands.
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Is it really essential to be omnichannel?
Live Chat is the proof your brand should be available anywhere, anytime. Being multi-channel when it comes to digital relevance is not something expected anymore. It’s a must-have!
Through Live Chat, you can put yourself out there, being present without being invasive, whenever they need you. It is like having a personal specialist-clerk to guide your visitors during their experience at your store.
The standards of attendance are being reshaped. A whole new pack of essentials is replacing what formerly was good customer service. Live Chat is your instrument to reach that.
How can Live Chat improve sales?
Personalization, empathy, and surpassing expectations are a powerful trio to get more sales and increase customer retention. Consumers don’t want to be served as just another person in line anymore. You must know their names and offer what they want –– literally! And that is why Live Chat can be so efficient.
E-mails, SMS, phone support, none of those can provide such a complete level of engagement. A Live Chat attendant can handle 6x more customers at once compared to a phone agent, for example. All that can be achieved by keeping a prime type of service.
To focus our conversation on sales, take some notes on the following tips of how Live Chat can help you increase revenue and keep your customer loyal to your brand.
Since you can use Live Chat at any stage of the buyer’s journey, you should please your audience to increase service or product value, whether it be a visitor, lead, or a client.
Counting on Customer Data Platform’s real-time updates, for example, you could have some gifts to offer along the way. Discounts, coupons, tips, suggestions… Track their moves, understand what they want, and hit them.
Obviously, you must act strategically. There is no space for random choices or thought-based decisions. That is how you create an outstanding user experience!
It is fundamental to emphasize here the importance of not being invasive. To have an action plan to guide your audience throughout their journey does not mean forcing them to purchase something or bothering their browsing time.
Prioritize quality over quantity. Be present, but know the right moment to approach.
Shortening sales cycle
Once a prospect is engaging with your sales attendant via Live Chat and decides to make a purchase, there is no need to put them through the pipelines of your funnel. You skip them to the conversion stage.
As previously mentioned, this must be a well-thought strategy behind every move to succeed. By that, you can reduce customer acquisition costs by investing hard in quality time.
Live Chat is a cost-effective way to grow your revenue. Having a strong sales team, you can also reduce costs with outbound calls and social selling.
Increasing revenue at low cost
Using the Live Chat service on your website is significantly less expensive than counting on a telemarketing crew or even a salesperson.
Combine the power of Live Chat and chatbots for a 24/7 service. Or, just like physical stores do, hire more staff to work on weekends or holidays, expand your team and be available always at the right time.
See how Live Chat’s return over the investment made is attached to strategy plans? If you set it the right way, optimize it, and manage it properly, incomes will keep on coming.
Making upsells and cross-sells
Customers can identify when someone is pushing them to spend more money, and an upsell or a cross-sell nothing about that. When you know whom you are talking to, communication can reach an intimate and empathic tone.
So, instead of trying to win them over, offer a personalized and more positive experience. Then, the customer will see the advantages and benefits of what you are proposing.
One of the biggest triumphs about using Live Chat is the possibility of delivering an even more humanized service. Some of the dryness and protocols used on e-mails or automatic messages can be –– professionally –– replaced.
When your customer sees a picture of a real human being on your avatar user, it automatically creates a bond of intimacy. They will know that empathy, respect, consciousness, and many other human aspects are added to that moment.
So, stimulate this comfortable space. Use phrases like “I’m [your name]. How are you doing?” or “How was your weekend?”. Break the ice! Make them understand right away. The conversation is going to be pleasant.
Regardless of the result, customer satisfaction has excellent chances to reach the top because of it.
Why do you have to understand your customer’s timing?
In general, daily routines can be really tight and exhausting. When a visitor reaches you through Live Chat, they may have been looking for a flexible way to communicate. To e-mail can take too long, to the phone might not be an option.
So, the timing Live Chat offers is ideal, whether for those who need quick answers or those who need more time to reply. Both ways, your team, must keep to short response times. The rest is up to your visitor.
How to connect CDP and Live Chat?
As you already know, Customer Data Service is a software to have assistance in data collection, processing, and execution. A warehouse that systematically organizes and gathers multiple sources of information to provide better insights and high-level strategies have better chances of success.
We have mentioned before. You can use CDP to track your audience’s moves in real-time. Combining the power of instant communication provided by Live Chat, you can step in your customer’s browsing to increase the value of that moment.
It does not necessarily have to be about selling something. Customers can spot when you are pushing, remember? So, maybe you can give unique content on what visitors are browsing about, like an e-book, or a demo, or users’ testimonials. All that can intensify the experience.
An additional way to use CDP and Live Chat is to create smashing retargeting campaigns. When both are integrated, you can have more specific details about what your audience wants. Then, all you have to do is design an ad capable of delivering the missing piece to close the deal.
Can anybody operate the Live Chat service?
The efforts to increase revenue and offer betterness on customer experience will fall apart if your teams are not aligned about how to provide excellent service on Live Chat. Support agents must be well-trained to deliver the right information in the right way.
Having personalized service does not mean you don’t need guidelines to lead customers to attend. Live Chat agents must serve a unified voice and tone to impact on how the audience perceives your brand.
You can achieve that by training them to ensure they are on the same page, following the same road map, owning technical knowledge from the product or service from top to bottom, and transmitting them appropriately.
Each team must comprehend and see the bigger picture of Live Chat usage, identifying the situations they can solve instead of mixing services and wasting customer’s time.
Start with a free Live Chat service
You can get all that and become the best experience your customer has ever had! Arena’s Live Chat solution is free and can be ready to use within minutes.
Fully customizable to match your website design, you can have as many chat rooms you want and get all the benefits you just read about.
It will only take three steps: 1) Create your Live Chat room; 2) Paste one line of code on your website; 3) Start chatting with your audience! Click here and start right now.