07 June 2016
Heat up your Sales this Summer with Live Chat Software
The weather is warming up and summer is just around the corner, with the sun shining, now is the time to make your online store as bright as possible. The change in season’s not only affect the weather, but it brings changes for Online retailers.
With new stock, updates to the website product pages are in progression, whilst amendments are being made to the website, it is quick and easy to implement a chat box for website at the same time.
Live chat software is an instant communication channel that allows visitors to a website to engage with company representatives through text based chat. A small piece of html script will need to be copied and pasted into the admin section of the website, usually in a common area like the footer. The script displays the chat button, which will automatically default to online and offline based on the operator’s status. The button will be online when the operators are logged into the lightweight desktop application and set to available. The button defaults to offline when operators are all unavailable and logged out, the offline status allows a company to hide the button altogether or present a call back form.
In a brick and mortar store, shop floor assistants are available for customer to ask for help or they can see if a customer is hesitating and be able to offer their guidance. Live chat software is the shop floor assistant of a business website, if a customer has a question they can approach the business’ representative through the click of a button. Alternatively, the software includes proactive invitations, these are images that can be sent automatically based on a number of rules, including time and specific pages, these invitations offer the visitor an opportunity to chat with a company representative and can intervene at time where a visitor could be experiencing difficulty.
The Click4Assistance chat box for website has been enhanced based on client feedback. The solution has been designed to help online retailers to optimise their sales, proactive invitations can be used to display on checkout pages after a certain amount of time to reduce shopping cart abandonment, or on product pages to offer assistance about the range of products.
Other features that the software includes which are beneficial to online stores, are use of:
Auto navigation – opens up a new tab/window in the visitor’s browser to specific product page pushed through by the operator in chat, this is a good opportunity to cross and upsell.
Co-Browse – the operators view a replica of the page the visitor is on, representatives can advise with full view of what the visitor is experiencing.
Pre-defined replies – configured in the software at any time, pre-defined replies can include answers to frequently asked questions, to reduce the time representative spend typing out the response to delivery costs or times etc.
Harveys Furnishings, the largest furniture retailer in the UK has been using the Click4Assistance live chat software for the last couple of years. Customising the visitor facing aspects to fit their branding as the corporate colours and themes change. They have improved their sales by interacting with customers during the purchase process.
“Click4Assistance offers our customers a fantastic service allowing our brand to have a real time relationship with our customers online. I am extremely excited by this partnership as we aim to be at the forefront of Live Chat developments and customer experience online.”
Head of Digital Marketing, Harveys
If like Harveys, your business wants to be at the forefront of customer experience online, to implement live chat software whilst making changes for the summer season. Speak with our team today on 0845 123 5871 for a free chat on how Click4Assistance can increase your summer sales.