11 April 2019
Increase Your Sales over the Bank Holidays
With 4 bank holidays coming up, many retailers will be preparing for a busy few weeks as consumers take advantage of the spring deals. Online retailers can optimise live chat for websites software and its functionality to increase interest and drive sales.
As consumers browse your website help guide their journey by automatically redirecting them with promotions. An image appears based on how long a visitor has browsed your website and/or what page they are viewing. This is tailored to your marketing messages including important information, special deals and latest news. A link can be assigned to the image, therefore when an individual clicks on it they are taken to a page that your organisation has selected.
Optimising Promotions is a great way to bring the consumers attention to a certain product(s) and/or make them aware of any relevant information.
Initiating a Chat
Once you have the consumer’s interest the next step is getting them to engage with your representatives. One of the easiest ways of achieving this is with live chat, as its instant nature and the convenience of receiving customer service whilst on the website attract visitors to interact.
A chat button can be presented on your website, either embedded into a certain area of the page such as a contact us page, or it can follow the consumer as they browse around the site, providing easy access to the communication channel.
Alternatively, to increase chat uptake, a Proactive Invitation can be selected. This appears based on similar rules as a Promotion displays. However, instead of redirecting the visitor, the image invites them into chat to have their questions answered quickly and accurately. It is the digital equivalent of having a shop assistant approach you to see if they can help you with anything.
Functionality at your Fingertips
Once in chat, your representatives are able gain an understanding of what your visitor needs help with. Ghost text allows the advisor to see exactly what the enquirer is typing in real time as they compose the message. This gives the agent more time to create their response and provide an efficient service.
To speed up their response rate further, a library of pre-agreed answers to frequently asked questions are available to the agents. They can search through and select the most relevant Predefined Reply; they are then able to amend it before sending it to the consumer, ensuring they receive the most accurate response to their enquiry.
For agents to gain a further understanding of what the enquirer needs help with, they can use Co-Browse which creates a replica of the webpage that the visitor is viewing. This gives advisors a clearer picture of whether the consumer is on the right page, and what they are struggling with, allowing representatives to provide more concise advice.
If the visitor is not on the right section, or the information they require is already available on another page, the advisor can push through a link via the system. This will automatically navigate the individual’s browser to a new tab to display the relevant page, speeding up the agent’s response and encouraging the enquirer to self-help by reviewing the information themselves.
Similarly, if the information is not available on the website but is contained with documentation, an advisor can transfer the file during the chat conversation. This allows them to confirm receipt of the information instantly and reduces their time spent composing follow up emails, therefore streamlining their customer service and increasing efficiency.
If you would like to know more about how live chat for websites and its functionality can increase your sales, contact our team on 01268 524628 or email email@example.com.