3 Important Benefits of Proactive Communication

Proactive communication is key to improving customer lifetime value (CLV). CLV is an essential business metric for every online business. By increasing average CLV, your business benefits from more customer referrals and reduced operating costs – remember, generating a new customer is about 5 times more expensive than maintaining an existing customer.

proactive chat communicationProactive communication is key to improving customer lifetime value (CLV).  CLV is an essential business metric for every online business.

By increasing average CLV, your business benefits from more customer referrals and reduced operating costs – remember, generating a new customer is about 5 times more expensive than maintaining an existing customer.

Developing customer loyalty – and as a result improving CLV – requires a communication effort that drives your customers to trust you.  When a customer trusts you, it’s more difficult for them to leave you for one of your competitors.  To instill a sense of trust in your customers, you must be effective at proactive communication.

With a proactive stance to communicating with your clients you can:

–  Improve Customer Loyalty – proactive communication shows a commitment on your part to customer satisfaction.  When you use proactive communication to share information with your customers about software downtime you display a sense of honesty and transparency that will be welcomed by your clients.  After all, every business makes mistakes and experiences performance issues.  What sets a great company apart from the rest is how that company deals with adversity.  Open, honest, proactive communication fuels a trusting relationship.  If your customers trust you then they will continually reward you with their business – even if you make some mistakes.

–  Control Communication – communicating proactively empowers you to frame the conversation in the most favorable light.  This is preferable as opposed to having to respond to an inaccurate framing of a situation.  By communicating proactively you control the conversation and you control how your customers and prospects perceive you.

 

–  Improve Organizational Productivity – we all want to maximize our productivity and the use of proactive customer communication is a great productivity-boosting tactic.  By communicating proactively you can answer customer questions before they have an opportunity to ask.  If you have an application or website issue, this type of communication can significantly reduce the number of incoming support calls you receive.  There are great tools available to facilitate this type of communication – for instance, take a look at Uptime.ly.  Uptime.ly is a cloud-based platform that makes it easy to proactively communicate application up-time status and scheduled maintenance with end users – from a unified communication platform.

The benefits of proactive communication are significant and they affect your ability to improve CLV.  So be proactive and take control of your success!

Oh, don’t forget about live chat.  Live chat is a great mechanism for supporting a proactive communication approach and for building a client relationship that will maximize your CLV.

With live chat you can offer your customers the most productive and sought-after mode of online communication.  Also, remember, a live chat agent can handle 3-4 support chats simultaneously.  So when a customer needs your help, if you have live chat, you can address customer needs more expeditiously and this contributes to a positive customer view of your company.

And, with live chat you can configure proactive chat triggers that engage website visitors automatically based on an action – or a set of actions – associated with the site visitor.  This is another example of proactive communication that is productive and efficient.

4 Tips For Using Live Chat To Ensure A Memorable Experience For Website Visitors

Someone once wrote, “People will forget what you said. People will forget what you did. But people will never forget how you made them feel.” This is important because how you make your customers and potential customers feel is crucial to your success.

live chat 4 tipsSomeone once wrote, “People will forget what you said.  People will forget what you did.  But people will never forget how you made them feel.”  This is important because how you make your customers and potential customers feel is crucial to your success.

Remember, in the end, people buy from those they like and most people like those who appreciate them.  When you interact with someone you like and who makes you feel good, then you stand a much better chance of establishing a lasting relationship, securing a sale, and satisfying an unhappy customer.  Below are a few tips that we all know – but sometimes need to be reminded of.  Who knows, maybe reading this blog will help you to build some loyalty with an existing customer, close an additional sale, and improve your relationship with your colleagues, family, and friends.

  1. Be Genuine – Don’t try to be someone your not.  Faking it is hard to do – unless you’re a great actor.  If you have responsibility for interacting with clients and potential clients then it’s probably safe to assume that you have some professionalism about you.  If so, then it is possible to be professional and genuine at the same time.
  2. Be Helpful – Make sure you are knowledgeable your business and be prepared to offer helpful advice.  Key here is taking the time to access and digest all available information about the person you are engaging.  This information may be available via your marketing automation software, CRM, website analytics, etc.  Live chat integrated with your CRM system and/or support knowledgebase is a great way to ensure you have essential information at your fingertips.
  3. Be Present – Let the person you are working with know that you are listening to them and that you care about what they have to say and what they need.  The best way to do this is to ask questions.  Oh, to be “present” is tough to do via email.  You should be able to communicate in real-time.  This means in-person, phone, or the most efficient method – live chat.
  4. Be Thankful – The most valuable thing you can do for yourself and your business is to appreciate others.  With live chat you have a great opportunity to engage with someone in real-time and let them know that you appreciate them, their interest in your business, their suggestions, and their time.  Showing your customers, and potential clients, that you appreciate them will help you to develop stronger relationships and create loyalty.  It will make those you interact with feel good – and this is memorable.  Live chat is a great tool for facilitating a memorable moment between you, a client, or a potential client.

 

 

4 Tools That Maximize The Value Of Live Chat

Live chat is great for improving online sales conversions and customer service productivity. And, if you’ve been reading my blog posts, you know how valuable it is to leverage proactive chat. But to reap the rewards of live chat you need to use it intelligently and you need to regularly measure your performance and make ongoing adjustments to your approach in order to improve.

maximize live chatLive chat is great for improving online sales conversions and customer service productivity.  And, if you’ve been reading my blog posts, you know how valuable it is to leverage proactive chat.  But to reap the rewards of live chat you need to use it intelligently and you need to regularly measure your performance and make ongoing adjustments to your approach in order to improve.

Ongoing improvement requires information.  And, while Velaro’s live chat software provides a wealth of information in the reports it can generate, there is some additional information that you can’t get from Velaro that can maximize the potential of your live chat software.

The technologies below can help provide you with some key user intelligence that can assist you in better understanding where to promote live chat interaction with your website visitors.  Consider the following:

  • A Heat Map Tool – this can provide you with a picture of where people click on your website.
  • A Scroll Map Tool – this can provide you with information regarding how far down the page a site visitor scrolls
  • An Overlay Tool – this tool shows you the number of clicks you receive on each element of your web page.
  • A Confetti Tool – this shows you all the clicks you get on your site segmented by referral sources.

 

To use live chat most effectively you should have an understanding of the behaviors of your website visitors.  These heat map and click-tracking tools can be very helpful in understanding how your visitors use and move through your website.  They can also be very useful in optimizing your live chat interaction with your website visitors.  By providing you with a better understanding of website visitor behavior, you can better promote the use of live chat and secure more live chat interactions.

We all know that the more your site visitors engage with you via live chat the more you will increase online sales conversions, improve customer service productivity, and make your clients and prospects very happy.  For more information about these tools take a look at CrazyEgg.  For more information about the successful use and implementation of live chat you know whom to contact don’t you?