07 November 2019
Optimising Your Clients Websites Leads to More Sales
Improving communication on your clients’ websites can lead to more sales, conversions and lead generation.
With a simple account creation and a small piece of html script, you can implement a whole range of communication channels to advance your clients’ websites:
Live Chat Software
Live chat software is a service that enables the visitor to be instantly connected to a customer service representative. They exchange messages in real-time, helping to answer questions quickly.
Chat is proven to be more popular than traditional methods of communication such as telephone and email due to the immediacy it provides. The channel is also convenient, allowing individuals to enquire from any location with internet access, at any time the chat channel is available.
Video chat contains the same text-based functionality as live chat but also includes live voice and video streaming capabilities, allowing for a more personal conversation. Products can be shown in real-time to the visitor, enabling demonstrations of how the item works that can help encourage the enquirer to purchase in a sales environment, or to resolve an issue in a support setting.
It also enables advisors to ‘read’ the visitor’s body language, this can be useful to see how receptive the visitor is to the information being provided, and can help in advisory environments.
Meeting Rooms enable multiple participants to take part within a digitalised group session from any location. 1 or more agents can enter the room to present information to the group, hold Q and A sessions, open days, community forums or reverse bid auctions etc.
The Meeting Room access can be restricted by password, meaning every participant would have to be registered before they can gain entry to the conversation, alternatively anyone with the link can access a public room.
smartContact provides customisable enquiry forms that are easy to add to a website. The designs can be altered within the solution enabling your clients to easily capture the information that’s important to their operations.
The level of flexibility the forms provide, allow your clients to collate bookings, demo/brochure/whitepaper requests, or feedback etc. The gathered information is sent to the designated email addresses assigned within the settings. Agents can also view any of these requests on the Dashboard and identify if any haven’t been actioned.
Click2Call allows visitors to request a free phone call over the normal phone network via the website. The request is sent through to the available agents, who is connected instantly to the enquirer when they accept the notification.
The functionality provides a way for visitors to contact a company without any expensive phone charges for international or outside their mobile package calls. The organisation benefits from reduced phone charges than what they would pay over the normal phone network. The company also remains in control with pay as you go credit.
Psychology of Improving Uptake
It is one thing to just add these tools, however to get the best uptake your clients should think about how they are presented to the visitor and the wording involved.
The first step to initiating a live chat, entering a meeting room session, or requesting information, is how they do this. The call-to-action can be a text link within the website, an email, social media post or document. It could also be a button, presented by an image hosted on your client’s website or within the software.
Your client will need to decide where they are presenting the communication channel which will help them to identify whether it would be better to use a text link or a button. For text links, it is better to use a longer hyperlink than just click here as attention spans have reduced and many people now scan text, therefore the longer link has more chance of being noticed.
Buttons should be an appropriate size to the area they are being added to and not interfere with the visitor experience with overlapping any of the pages content (text/middle of an image etc.) ‘Attention grabbers’ could be used to draw the visitor’s focus to the chat button.
To maximise uptake, many organisations use a ‘sticky’ button in the bottom right hand corner. This follows the visitor as they browse and it emulates social media messengers, therefore the familiarity of the channel can attract individuals to enquire via this method.
The button also needs to fit seamlessly with your website as visitors will have more confidence using the service as it appears as part of the website. Your client’s branding or elements used on your client’s site (call to actions may have their own colour) should be strongly represented throughout the communication.
Wording should also be considered as the visitor needs to understand straight away what the button is for, in order for them to decide whether they will use the service. This decision can be made within seconds so first impressions count.
The more uptake your client receives from these communication channels, the more chance they have to generate a lead, make a conversion, or complete a sale. For further information regarding the digital channels we provide and how you can implement them for your client, contact our team on 01268 524628 or email firstname.lastname@example.org.
Click4Assistance has been providing digital communication channels for over 15 years to a range of industries. We have different partnership options available, take a look at our brochure for more information.