12 August 2016
How to Use and Benefit from an Automatic Navigation in Live Chat for Website System
We’ve all been in a situation where we’re in a store and we’re adamant we know what we want, but we’re strolling around and what we’re looking for is nowhere to be seen. Our natural instinct is to find a sales assistant and ask. It’s quick and simple and once achieved, it leaves us with a good customer experience.
However, when we’re browsing a website, we don’t exactly have someone to ask ‘where is the page for new items?’ etc. and can get frustrated and leave. So what can businesses do to avoid website abandonment?
Having a Live Chat solution in place means that representatives can easily assist with clients’ enquiries in the simplest way, using digital communication. Just like they would in store, visitors can ask anything they need just by clicking the chat button and instantly connecting with an operator. Whatever the visitors pain point might be, operators will be able to answer with the help of the features within the solution. Including:
Been asked the same question multiple times by various customers? The solution is predefined replies.
Need to send a quick document? Use the file transfer.
Have complicated instructions to convey? The visitor can print or email the transcript for future reference.
However, the feature that makes the biggest difference is a virtual way of directing a visitor to the right page of the website. The aim of the auto navigation feature is to simultaneously redirect visitors to specific pages of the website or the internet in general, which operators can do without leaving the chat. This is exactly like a sales assistant directing a customer to the right selection of clothes, or special materials etc. What better way to wow customers! This positively encourages them to use the website more often and possibly recommend the business to friends, just by the company showing a little succour. And for company, it can help cross-sell and upsell their products.
How to Access the Functionality
A library of stored URLs can be created within the software, allowing operators to simply choose the correct page from a list, and within two clicks, automatically present the page to the visitor.
This can help with navigation, product or services selection, or even to guide the visitor through the sales process. Why not start a chat with us today and request a free information starter pack. Or give us a call on 0845 123 5871.