Webchat for sales enquiries

When customers call you on the telephone to ask you about your products and services, there can be an element of pressure. They worry that if they engage in a conventional conversation with you; there will be an awkward ending. They may have to let you down or find an excuse explaining why they don’t want to buy from you.

But with web chat, the dynamics are different. Not only is it far more convenient to type a question into a website chat box, but the pressure involved is less. It’s a considerably more relaxed way to communicate, encouraging them to talk to you more freely.

Selling via live chat doesn’t suffer from many of the pitfalls that traditional sales channels do. Active reps can ask customers a gateway question and then keep the conversation going with follow-ups. It’s often much easier to learn about their needs and context than in a conventional, in-person sales setting.

Live chat, for instance, is a powerful tool for pre-qualifying leads. You can learn more about each visitor, particularly if they are a little further along the sales funnel.

You can also use it to let people know that they can ask questions conveniently. Whenever a new visitor arrives on your site, a chat box pops up and immediately informs them that reps are available.

Then there is the efficiency aspect. Each chat rep can potentially communicate with up to five customers at a time, letting you use available labour more efficiently. Regular call-based reps can, of course, only deal with a single client at a time.

How To Use Web Chat For Sales Enquiries Effectively

Live chat by itself, though, is just a tool. It requires some skill to get the most out of it.

For instance, Live Chat requires you to adopt a human touch. You need your reps to communicate in a way that feels personal, not robotic (unless you are explicitly using a robot-chat service).

It should also be short and fast. Reps shouldn’t communicate in a long-winded fashion. Instead, you should work to optimise your responses and perhaps A/B test them to generate the most favourable results.

Many users expect to get answers via live chat as quickly as they would in a conventional phone call. Ideally, reps should have standard, tailored responses to the most popular questions and have good typing skills to enable them to answer less frequent questions manually. 57 per cent of consumers will give up on online purchases if they don’t get swift answers to their questions.

How Click4Assistance Live Chat Features Improve Sales Enquiry Handling

Click4Assistance’s Live Chat offers superior features for answering sales enquiries than the majority of products on the market. For instance, it gives firms full control over how their chat boxes look and feel, letting them tailor them to their theme.

Click4Assistance’s Live Chat also has an intelligent chat distribution system which routes chats to relevant reps. This feature allows agents to manage their own workload.

Why not check out the free trial to see the benefits first hand.