08 October 2013
6 Necessities for Businesses Implementing Online Chat Software
In recent years online chat software has gained popularity, due to its capability to assist consumers through the sales process.
Here are 6 of the most crucial necessities for companies providing online chat software.
Utilise online chat software and become accustomed to your visitors
Present a pre-chat form to be filled in by your visitor, to gather personal details like name, email and company name. Using website analytics, you have insights into your visitors, how they found you, which pages they have visited and how long they have spent on your website
With increased knowledge about your visitors’ habits, the more insight you have to adapt your marketing strategy.
Remember your global consumers
Time zones must be acknowledged when you have international customers as they will be online at different times. For instance, if you are an online business in the UK with customers from the Far East you may need someone to be online extra early. In addition, a member of your team will also have to be ready to take live chats up to at least midnight UK time if you have a large consumer base in USA
Observe when they are on your website
The bigger your company and online presence, the more website traffic you will have. Ensure at least one member of staff is available for a live chat when visitors are on your website including when everyone is having breaks or lunch. If a visitor wants to start a chat and there is no one is available, they are likely to leave your website and go to a competitor. Having a call back form decreases missed opportunities as a lead can still be followed up. This will maximise your success and increase your sales prospects
Answer your visitors’ queries instantly
Ever been transferred from one department to the next or had to wait over a day for a response to an email? Implement online chat software to answer and advise your visitors on any questions they might have about your products or services in real time.
To maintain the most efficient service, ensure that your team knows your website. Use the URL redirect to instantly navigate your visitors across different sections of your website. Inform them about specific products or tell them about any special offers. Use pre-defined replies to maximise response time to frequently asked questions
Use your employees’ skills
It is advisable in customer-facing roles to employ people who have proven sales skills and experience. The emphasis when using online chat software should be on offering advice and promoting your services and products. You can also sway your customers to visit other sites like your business Twitter page to follow your tweets.
Always sound interested in your products and try not to sound robotic, enthusiastic sales people on the team can encourage customers to make purchases.
Implement a live chat button
After completing market research and selecting the solution that’s right for your business, train your team; show them how to make a first-rate impact to your website visitors. You could boost sales generation in a matter of days or weeks, with the correct manner and the most efficient sales pitch.