In the early days of live chat, it was often regarded as impersonal responses to customer complaints or a waste of time for teams that couldn’t provide the effort needed to make it effective.
The Evolution of Live Chat
Fortunately, live chat has grown into a powerful way to enhance customer experience and provide real-time support to customers.
Effectively Using Live Chat
In this article, we will explore how you can effectively use live chat support and improve your customer experience. Why should customer service teams use live chat?
At its core, live chat allows you to provide personalized recommendations that address customer preferences and needs, removing the invisible barriers of trust and decision-making fatigue. For this reason, 41% of customers believe live chat is the best way to communicate with businesses.
Catching Potential Customers While Considering a Purchase
When sending marketing messages or advertising your products, you often interrupt people at moments when they aren’t thinking about shopping or are in the mood to make a purchase. However, by using a live chat application, you can engage with potential customers during their decision-making process and send an active message to let them know you are available to chat instantly.
Increasing Conversion Rates
Shopify analytics indicate that companies that respond to customer chats within five minutes of entry to the site are 69% more likely to secure a purchase. Forrester reports that customers who chat with the brand are not only three times more likely to convert but their cart value is also 10%-15% higher than other customers.
Understanding Customer Needs and Building Strong Relationships
By using live chat, customer service teams can gain unique insights into the pain points and challenges that customers face. The team can observe patterns over time and use that information to improve products, services, marketing, and even sales.
Building Relationships and Enhancing Engagement
Live chat helps build strong relationships with customers and enhances engagement. Engaged customers feel a connection to the company due to positive and productive dialogue with your support team. You can form relationships with customers similar to the ones you build with people you know at your favorite coffee shop.
Keys to a Great Live Chat Strategy
Here are some keys to consider for a great live chat strategy:
- Know your inventory better than anyone else.
- Use video chat support if it fits your business.
- Make thoughtful and personalized recommendations.
- Keep chats organized.
- Leverage chat conversations for valuable insights.
- Be personal and genuine.
- Equip your support team for success.
- Ensure the chat support option is visible and easy to access.
- Use live chat software as a tool to receive customer feedback.
Measuring Success and Knowing if Live Chat is Working Effectively
Analyze your chat conversations to identify common patterns and the information that resonates with customers. Measure the average chat duration and the time it takes for customers who engage to complete a purchase. Measure customer engagement and overall satisfaction.
By using these strategies and analyzing data, you can enhance customer experience and increase sales through live chat. It may take some time to master it, but for many businesses, the effort is worth the price.
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