4 Ways To Squeeze The Most From Live Chat Support Services

Let’s face facts. Live chat support services are becoming the norm for online businesses looking to generate more leads and sales. Over the last few years, the rate of live chat adoption has increased dramatically and it appears it is here to stay.

Let’s face facts. Live chat support services are becoming the norm for online businesses looking to generate more leads and sales. Over the last few years, the rate of live chat adoption has increased dramatically and it appears it is here to stay.

So with more and more business turning to live chat support services, the competitive edge that was gained by simply having online chat previously has vanished. Now, the pressing issue is: how to I make my live chat initiative more effective than my competitors?

Let’s take a look at four ways this is possible.

4 Ways To Improve Your Live Chat Support Services

  1. Monitor Peak Hours & Traffic Trends

    If you owned a retail store, naturally you would have more sales associates, and your best associates working the floor during your busiest hours. The same holds true for live chat.

    By monitoring traffic trends, you will be able to know not only when traffic peaks are likely to occur, but what times visitors are most likely to convert. This data makes it easy to allocate proper resources to live chat.

  2. Empower Chat Agents To Sell

    You would be amazed by the amount of business lost simply due to the fact that those interacting with potential customers were inadequately equipped to properly handle the situation.

    Arm your live chat support team with not only the knowledge needed to provide great service, but proper training on triggers for selling opportunities and how to assume the sale.

  3. Get To Know Your Visitors

    Have you ever been in a restaurant and asked to fill out a quick survey on your service satisfaction? Or seen a “How’s my driving” bumper stickers on the back of a semi

    These types of surveys allow businesses to receive vital information regarding their level of service and gauge overall temperature of consumers. Live chat is no different. Capturing data through live chat surveys can help streamline your online processes and give consumers exactly what they are asking for.

  4. Create Live Chat Efficiency

    One major reason many businesses have turned to live chat is not just the fact that it generates more leads or sales, but that it makes the sales system more efficient.

    While live chat is efficient in nature, using premade messaging for frequently asked questions, as well as monitoring chat transcripts to look for trends can vastly increase the amount of chats a single agent can handle at one time.

One thing is for sure, live chat support services are only becoming more commonplace online. In order to gain the edge over your competition, creating efficiency and streamlined processes is the key to success.

What are some ways you’ve created efficiency in your online business? Leave us a comment below and tell us about your online chat experience.

An Essential Element To Maximizing Live Chat ROI

There’s no doubt that live chat is beneficial. This isn’t just coming from me. There’s research from top industry analyst firms like Gartner, Forrester, Aberdeen, and others. All will tell you that live chat will increase online sales conversions and customer service productivity – if you implement and manage live chat properly.

There’s no doubt that live chat is beneficial.  This isn’t just coming from me.  There’s research from top industry analyst firms like Gartner, Forrester, Aberdeen, and others.  All will tell you that live chat will increase online sales conversions and customer service productivity – if you implement and manage live chat properly.

To maximize live chat ROI there’s are a bunch of things that are important including:

  • Training – chat agents need to know how to use the chat software and need to be trained on proper chat etiquette that reflects your organization’s brand attributes.
  • Key Performance Indicators (KPIs) – By establishing and monitoring KPIs that serve as indicators of your progress towards your online goals, you will gain an understanding of what is working and what is not working.  Look at things like shopping cart abandonment rate, average order size, and customer satisfaction. 
  • Analytics/Reporting – You can’t monitor your KPIs without adequate reporting.  All live chat software solutions are NOT created equal – especially when it comes to reporting.  Velaro, for instance, has a very comprehensive set of out of the box reports that will ensure you have a solid understanding of how your implementation of live chat is performing.
  • Integrations – You’re going to be capturing some valuable information when you’re communicating with your website visitors.  Make sure this information can be stored appropriately.  Integration with your CRM system is helpful.  Also, to best help your site visitors, your chat agents will need access to your organization’s knowledgebase.  Make sure you use a live chat solution – like Velaro – that can easily integrate with a wide variety of CRM systems and support knowledgebases like GetSatisfaction.

The advice above is important in maximizing live chat ROI.  However, one of the most impactful ways to maximize live chat ROI is through the use of proactive chat.  Proactive chat involves proactively offering chat to a site visitor based on some action or a set of actions taken by the site visitor.

Proactive chat can produce an incremental 105 percent in ROI for a typical ecommerce organization according to Forrester’s total economic impact (TEI) analysis.  This is significant!

 

To use proactive chat effectively:

  • Ensure Proper Branding – make sure proactive chat invites adhere to your organization’s brand.  This means both in design and in tone and language of the invite.
  • Invitation language – a poorly crafted message might do more to push a prospect away than it will to encourage engagement.  Make sure you don’t say things in your invite that will turn a prospect off.  For instance, avoid things like “I see that you are from NY and you just searched for a NY Giants hat.”  You don’t want to come off as big brother.  Instead, be helpful, and relevant without being big brother.  Try something like “Hi, have you seen the NFL items we have on sale?”
  • Invitation Timing – use your website analytics.  Make sure that you know what the average time on a page is and if you want to launch a proactive chat on that page do so just under the average time typically spent on the page. Also, establish important proactive chat trigger points like a high-dollar volume in the shopping cart.  Proactive chat invitation timing is critical to live chat effectiveness and when and how to do this changes from business to business.  This is where selecting the right chat vendor becomes very important.  You need a chat vendor that cares that you get the most out of your live chat investment and who is willing to leverage their expertise to help you get the most out of chat.  This is Velaro.

5 Considerations For Website Live Chat Software

Perhaps you’re still considering when to get live chat for your business. Or maybe you’re ready to get started with live chat, but don’t know where to begin.
Regardless of circumstance, there are five considerations every business should come to grasps with before stepping into the world of live chat. Even before implementation.

Perhaps you’re still considering when to get live chat for your business. Or maybe you’re ready to get started with live chat, but don’t know where to begin.

Regardless of circumstance, there are five considerations every business should come to grasps with before stepping into the world of live chat. Even before implementation.

  1. Defining Your Target Audience

    Depending on your business, you may want to consider what type of use for live chat would best suite your business needs.

    For example, maybe your business would benefit from having a lead generation focused live chat effort. Or perhaps customer service is a major component of your business, so support chat might be the better option.

    By defining your target audience and their individual needs, you can better identify what live chat will be best used for on your website.

  2. Defining Your Live Chat Goals

    What are you looking to accomplish with live chat from a business standpoint? It could be anything from increasing visitor to lead conversion rate, to reducing cart abandonment. There are a lot of possibilities.

    But by defining what your specific live chat goals are, you can better identify how to properly integrate chat within your existing site framework, and business process alike.

  3. Deciding Who Will Be Responding To Live Chat

    Okay, so now let’s imagine you have live chat setup on your site, targeting the proper audience and aligned with your business goals, and that the chats start pouring in. How is your business going to handle these chats?

    Will you need one person to dedicate to chatting, or a team? Should your sales staff be responsible for chat conversations, or your customer support team?

    Without the proper internal process in place to handle live chat, your business could be losing out on much of the effectiveness that comes along with live chat service.

  1. Decide Where Live Chat Will Be Placed

    What good is live chat if no one can see it? The best live chat process is nothing without proper visibility.

    Before implementing live chat, you should first consider where on your site live chat can be located to catch the most eyeballs.

    Sometimes something as simple as changing the placement of a conversion point on your website can increase conversion rates by a large margin. Live chat is no different. Choose wisely.

  2. Determining The Cost Of Not Having Live Chat

    With all these considerations to be mindful of, it can be easy to put off implementation before things are “just right”. However, perhaps the biggest consideration to make in regards to live chat is, how much is it costing my business by not having it implemented today, this week, this month?

    Every day you put off live chat implementation, the more potential customers, leads and revenue your business could be losing out on.

To learn how your business can get started implementing live chat today, click the chat icon to speak with a sales associate, or head over to the contact page for more information.