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Are you using Proactive Live Chat for your business?

As your company grows, you face many challenges like strategies that will guarantee exceptional customer satisfaction, dealing with the competition, lowering operational cost and increasing profits. At the center of all these challenges are customers. They are the key element of how fast your business grows. Today’s online customer is sophisticated with high expectations of the kind of experience they want. They expect fast and reliable service. On the other hand, the company is looking for the highest return on investment on the platform they use to deliver that superior customer experience. The solution is Live Chat because it saves money and time while building trust and confidence. It is a win-win situation for customers and the company. I recently read a study conducted by Forrester and the findings show that. “Chat earns 15% on click to chat (reactive) and 105% on proactive chat. This statistic is the basis for our discussion today, what is proactive chat is, its benefits and the how you can incorporate it into your customer service strategy. Live Chat is an opportunity to speak with a company representative, sales, service or technical. The commonly used live chat functions have been reactive in nature, where the customer has to reach out to you for a service. The service with the highest ROI is proactive, where the company invites you to chat with them. Here are the top four benefits of proactive live chat Increases sales conversion In a retail store, once the customer walks in a sales representative greets them and initiates a conversation. Most often, the customer will walk out of the store with an item, because the sales agent was proactive with the customer. They didn’t wait for the customer to ask questions, they anticipated their issues and offered solutions as they talked. Proactive live chat brings this same approach to the online platform. The agent anticipates the needs of the customer by looking at the areas they are browsing and sends them an invitation to chat. For example, “Got questions? Speak to a specialist.” The visitor will readily explore that option to get the information they were looking for faster. If they had a question about a product they want to purchase, the information provided would help in their decision-making. Research shows that 83% of online shoppers want to contact a real person before buying. Increases customer satisfaction A happy customer will be loyal and become your brand advocate. Important to remember is who your customers are. Today’s online shopper has more information readily available and wants results immediately. They do not want to wait, for example, when someone wants to call an agent, they have to deal with the hold times, and the dreaded messaging “hold for the next available agent.” Do you think this customer will be satisfied? Live chat, on the other hand, provides the opportunity for the customer to get immediate help. Proactive live chat when deployed correctly makes this even better by inviting the customer to chat immediately if they have any questions. A whopping 94% of customers who were proactively invited to chat were very satisfied with their experience. Live chat makes it convenient for the customers to contact your company. They can do it anywhere and at any time, for example, in the office, on their way home or at home. They do not have to worry who is listening in to their conversation, leading to increased satisfaction levels. Reduces operational costs You cannot have a high return on investment without watching your operational costs. If your operational costs are higher than the sales you are bringing in that is a loss, which will destroy your company. However, when your sales exceed your operational costs, your growth is a guarantee. For example, an agent can chat with two or three customers at the same time, but can only speak with one customer via phone. Therefore, you will need fewer agents to handle more clients. This cuts your staff overhead by half. The savings achieved can be used for business expansion. Helps Research and development How proactive live chat works Speak to a leading live chat software company; they will do all the work for you. Once set up, a live chat invitation can use rules to only invite people who want to chat. Every person who visits your website is important, however they are not all equal. You are notified that you have a visitor online. You will see what the visitor is interested in as they browse through the pages. It is your call; you can proactively invite the visitor to chat about your products and offer to answer any questions he might have. The visitor also can click to chat with you. In summary, live chat has loads of benefits to your company and integrating proactive live chat in your customer service strategy will increase them. Make the move by either doing it in-house or subcontracting a contact center.

Things you may not know about Live Chat

At this point in time, most people have at least heard of Live Chat and have a basic idea of what it is, however, if not, let me give you a quick overview. Live Chat is the means by which a customer can communicate with a representative from a particular business over an internet connection rather than having to make a phone call. If you have ever been on the website of a retailer and seen a window pop up with a representative offering to help you, then you’ve seen Live Chat in action. However, there may be some things about Live Chat that you did not know. First, did you know that Etech Global Services is one of the pioneers in Live Chat technology? I’m proud to say that Etech Global Services was one of the earliest call centers to offer Live Chat to our Ecommerce customers. While many may think that Live Chat is a very recent technology, Etech has been helping some of the world’s leading organizations improve their ecommerce sales and service through the use of our sophisticated Live Chat customer service for over 17 years now.. We truly are pioneers with this technology that monitors web site visitors, identifies hot prospects (those likely to buy) and converts these prospects to customers, and can engage customers with very targeted offers. Second, did you know that Live Chat is a far more convenient way for customers to communicate with your business than calling an 800 number and having to navigate through the maddening maze of options? It allows the customer to have their issue resolved or their questions answered in far less time, making it more likely for customers to come back to you if you offer a Live Chat option on your website. In addition to these benefits, here are some other benefits and statistics of Live Chat that you may not know: Live Chat cuts down on expenses by lowering average interaction costs, thus lowering over all contact center costs. Also, representatives can handle multiple calls at one time, reducing the need to hire more representatives. Live Chat increases sales by offering immediate help to the customer which reduces bounce rates (when a customer leaves your site). Live Chat gives you an edge over your competition by enhancing your sales and service capabilities. This encourages return visits to your Ecommerce site; a definite advantage if your competition does not offer Live Chat. In a study conducted by Forrester Research, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer. According to a poll by Andersen Consulting, almost 62 percent of Internet consumers said they would purchase more products online if live customer support were available. Here are some things you may not know about Etech’s Live Chat Services: Etech Global Services offers website live chat services 24/7/365 through our onshore, near shore and off-shore locations. Etech supports both English and Spanish speaking customers with our dedicated team of chat operators. You can view the progress of your website live chat program through our reports and analytics. In a single report, you can easily track close rates, sales per hour, average revenue per sale, and much more. Etech also provides a host of ad-hoc reports to meet all of your reporting and business needs. Etech offers 30 day free trials so that a business, small or large, can test the impact of live chat in real time. Because we have been pioneers in this technology, we have published numerous articles over the years on developing a successful live chat service and we regularly speak at leading industry events about live chat trends. One of these events is the IRCE, Internet Retailer Conference & Exhibition coming to Chicago, June 2-5, 2015. This event allows pioneers, such as Etech, the opportunity to share their expertise in the Ecommerce industry of which Live Chat has played a key role in its success. Dilip Barot is the Founder and Chief Strategy Officer of Etech Global Services, and founder of Creative Choice Group, headquartered in Palm Beach Gardens, Florida. Etech employs 2,500 team members across the US, India and Jamaica. If you would like to learn more about Etech, contact info@etechgs.com for more information

Live Chat – Online Customers Prefer Human Touch

According to their recent Global Customer Experience Survey, NICE systems have discovered yet more evidence to support the hypothesis behind Live Chat: that customers want to deal with a real person when they are experiencing issues. While all of the attention may be on social media and smartphone apps, the clear message from 64 per cent of respondants was that these count for nothing in terms of customer service – unless there’s a live person on the other end. Live Chat combines the ease and speed of social media with the human contact of the customer service phone line. Since it provides exactly what customers are asking for, the use of Live Chat has doubled from 2011 to 2014, with everyone from big banks, retail outlets and media firms to small start-ups taking advantage of the cost- and resource-saving potential. Remember them and they will remember you However, just because Live Chat is growing in popularity, it doesn’t mean that a business will suddenly start converting more sales just because they install a Live Chat platform. Visitors still want to be seen as more than just chat windows on a screen and expect that your company will remember the last three to five interactions you had with them, regardless of which channel was used. Fortunately, Live Chat is made for that level of service continuation. Most platforms give agents an easy way to recall historic chat conversations, enabling them to pick up where they left off. And the rewards are potentially huge, with 96 per cent of customers saying that they would reward quick and effective resolution of problems with loyalty to that particular brand. Personalization: the root of the issue Delving deeper into the whys of the NICE findings, it becomes clear that personalization is what customers are looking for. In a new age of web traffic, clicks and conversion rates, people are crying out to be treated as a human being with needs and wants. A strategic Live Chat set up can really help with this by seamlessly blending the power of mass data analytics with the human touch of a caring Live Chat agent. As soon as your tracking software flags that a visitor has satisfied the rules for a Live Chat approach (lingering on a particular page, performing a specific action, etc.), their transition from nameless statistic to real person has already begun. By the time a chat agent engages with that customer they should know enough about them to make a human connection. The danger of the one-click, no-touch mentality When a company like Amazon, which prides itself on its one-click ordering and no contact with customers, does an about-turn and starts promoting its customer engagement facility, it is wise to sit up and take note. It is a fundamental law of business that it costs a lot more to attract a new customer than to retain an existing one, and that principle applies even over the huge global ecommerce marketplace. With so much competition on the internet, it becomes just as easy for a customer to click an order button on one site as it is on another. If there is no opportunity to talk to a human being to resolve an issue, a customer is likely to leave a site frustrated. If a rival vendor engages that customer and solves their problem, that customer my never return.

Slash Cost of Acquisition using Live Chat

Acquiring new customers is no simple task. It requires a large amount of time and resources dedicated to getting potential customers through the door – or on to your website. Advertising by Direct Mail or through the media is notoriously expensive, but even when your marketing has been limited to an online campaign, there is still the cost of web design, copywriting and hosting to consider. In this blog we will focus on a couple of key questions every online business asks themselves, “How are you losing customers?”, and “Why are visitors not becoming customers?” and also how implementing Live Chat can help turn those visitors into actual paying customers. Using Analytics and Live Chat When visitors arrive at your website they are either looking to buy, or to educate themselves on your products. When a customer is casually shopping, they want to have an error free, enjoyable experience. If they encounter any type of issue, whether it is a page not loading correctly, or that they simply can not find the product they desire, the entire experience could take a quick turn for the worse and they could leave your page for good. Your analytics data – working in unison with your Live Chat platform – can help to track your visitors’ movements and solve any problems they are having in real time. The chat option will provide the customer an outlet to express whatever situation they are experiencing and the chat agent would be able to supply them an answer. Example 1: The frustrated buyer Imagine a visitor is interested in purchasing a product and, due to a browser incompatibility issue, after they click the order button nothing happens – or their browser ‘hangs.’ Worried that resending the order will trigger multiple payments, they simply choose to close their browser and buy the same product elsewhere. In effect you have just paid advertising money to sell to a competitor! This is where Live Chat can help. If there was the option for Live Chat or, even better, one of your agents jumped in with a pro-active offer of support, we could have retained that customer by dealing with their order manually and reassuring them that they would not be billed twice. Also after the issue, you could pass the browser issue to your website development team to ensure the issue is resolved. Example 2: The interested observer A second example of how Live Chat and analytics can save money on customer acquisition is when you see that a customer has spent an above average amount of time on a product page. Whether they are looking for more information or undecided about making a purchase, you can practically guaranty that they have questions they would like to ask. By opening up a chat window, your agent can engage your visitor to increase the chances of making a sale by using a professional sales approach (identifying the customer’s needs, removing barriers, etc.) to help them alleviate any uncertainties they may have People Buy From People In both of the above examples, we have shown that people want to ask questions and people want to be reassured that their purchase is the right purchase. If your company is lacking in these two areas or if the customer has a difficult time reaching you, they will have no problem whatsoever to leave and go to a competitor. Whether you are solving technical problems or increasing buyer confidence, your live chat interaction with your visitors will have a positive impact on your ROI.

Is Your Company Customer-Centric? Live Chat Is the Option

Most businesses would probably claim to be very customer-centric. It is a term that one hears a lot in sales and marketing circles, but what does it mean? Literally Customer Centric means that your customers – not your products, services or balance sheet – are the center around which your business is built. It means starting each work day with the question: ‘What do my customers want today?’ rather than ‘what product should I launch?’ or ‘what is my cash flow situation?’ Given this definition, do you still say your business is customer-centric? Changing your mind-set Fortunately, becoming a fully customer-centric organization requires less upheaval than one might think. It is really a matter of a small but significant change of mind-set. When you consider the fact that your customers ARE your business, every problem becomes a symptom of where you’re letting your customers down; every KPI becomes a barometer measuring how your company is fulfilling the customers’ needs and every new product launch has to be justified against real customer needs. So how do you find out what those needs are? The answer to that could be simpler than you think too. Why every business should offer Live Chat One thing that is becoming apparent in market research is that customers both want and expect prompt service delivery. For an online business, the only tool that can consistently and pro-actively fulfill those expectations is a live chat platform. Once a customer decides to respond to your company’s invitation to chat, you can start to demonstrate what a truly customer-centric organization you are by identifying your customer’s needs, asking about any problems they might be experiencing and making changes to your products, services or business operation depending on what is needed. Inexpensive with instant results Compared with other business development costs, integrating live chat with your business is easy, inexpensive and offers instant results. Sophisticated software means the technological side of things is usually refreshingly simple, with most of your time and resources needed for training live chat agents to make the most of their opportunity to engage directly with active visitors. Once live chat is up and running, the surveillance capabilities of most platforms can be employed to full effect. If online ‘surveillance’ sounds a bit sinister, think of it as being no different than observing the movements of a customer in a bricks and mortar store with the motive of helping them find what they need with minimal time and effort. With live chat packages you can usually track where a customer has arrived from, which pages they have looked at and what on-screen actions they have taken. Inviting a browser to chat has the same function as walking up to a shopper in-store and asking whether you can be of assistance. In fact, the live chat window is even more customer-centric than an in-store assistant, as the online browser is free to ignore the chat window without feeling awkward. It’s all in the training Finally, a live chat platform is only as good as its customer service agents, which is why you will need to ensure the customer-facing agents are trained (or re-trained if necessary) to employ that customer-centric mind-set. A professionally trained customer service agent will look beyond the initial request for help to provide the fullest service possible. This may, or may not, involve cross-selling or up-selling and can include identifying problems with the customer journey that can be fixed for the benefit of future visitors.

Increase Customer Loyalty to Your Website With Live Chat Option

Customers are primarily viewed as the driving factor behind the overall success of a company. Therefore, companies are constantly battling each other to win that ever so important intangible, customer loyalty. Companies are seeking ways to please and satisfy their customers in ways in which they want to be pleased. Each and everyday, more and more companies are finding that this competitive edge is associated with having a live chat service option on their website. Providing excellent service through live chat is one of the best options available for a web-based company to increase their customer loyalty. Customer support through live chat has a multitude of purposes. Not only can it act as a portal for customers to receive assistance like they would in a store, but they can also utilize the chat to ask questions and find benefits in products that they may not have been aware of. From a recent study, it showed that customers who engage in live chat are four times more likely to convert to a sale, as those who do not. Like all of us, most customers think twice, sometimes much more than that, before they take that final leap to make a purchase. Regardless of the products and services the website is offering, customers are going to have questions. That is a given. Customers who do online shopping want the help and assistance that they would normally find in a brick and mortar store, right there on the page. For example, if you store is selling home appliances, electronic items or furniture, customers might want to ask a couple of questions to ensure that they are getting the best deal. Having that chat agent there to assist and answer any questions for the customer, increases the overall experience for the customer and gives them the feeling of confidence in their purchases. According to studies, right around 60 percent of the chats lead to sales simply because the chat representative is able to give the customers the answers they are looking for. The ultimate objective of all businesses is to gain more customers and to please our customers. Adding a live chat customer support service is one of the most effective methods available to increase your sales and your customer loyalty. The customer market is changing radically the evidence is showing that the trend is moving to chat for assistance. Even though it is a challenging task to gain customer loyalty in the present market, customer support through live chat can make it possible.

Empower your Business with Live Chat

One of the biggest frustrations of running a business where much of your customer interaction is handled remotely via a website, is the limited ability to react to your customers’ needs until it is too late. During busy times, when your customer help phone lines are jammed, you know you will be losing potential sales with every dropped call but feel powerless to do anything about it. If you’re not attracting enough interest, you can spend a lot of time scratching your head over analytics without really knowing where the problem lies. This is why we are seeing an increasing number of businesses embracing the live chat tool. There are various live chat services available, both software and cloud-based, each offering new and exciting ways to track and engage with visitors to your website. Work faster and smarter Business owners are always looking for ways to improve speed and efficiency, and live chat can help in many ways. The flexibility of the live chat platform frees up your customer-facing agents to perform more simultaneous tasks. Answering phone call questions is resource-intensive because once an agent is engaged on a call there is little else they can do without risking missing important parts of the conversation. With live chat, everything is there in front of you on a chat screen and most agents will be able to handle numerous chats at the same time even while attending to other duties. Live chat can also be a helpful tool in the development of your business by allowing you to resolve problems quickly. By integrating live chat with your analytics program you can reach out to customers at the exact time they are experiencing problems and actually have them describe to you what is happening. Demonstrate your brand values All too often, a business relies on communicating its brand values solely through the design of its logo, marketing materials and website. But it is a well-known business adage that customers buy from people and not brands. With live chat you can take full control of your brand image by demonstrating your core values and principles through your customer interactions. To take advantage of this benefit, your customer service agents need to be well-trained in how they are expected to address visitors. By adding a live chat option, your business is already demonstrating a commitment to using state-of-the-art technology to quickly answer questions and solve problems with a personal touch. Control and Customization To be empowered, a business needs to be able to control the manner in which live chat is incorporated into their existing framework. Most quality live chat services offer a high degree of customization with powerful yet simple to use features that can be turned on and off as needed including automatic invitations, pre-set responses, language translation and file-sharing . Business owners may be able to set up internal departments, assign agent roles, receive agent performance reports and block nuisance IP addresses. Design is another area that can often be customized so that a company’s live chat window blends seamlessly in with the rest of their website. Knowledge is Power Not only does live chat give businesses the benefit of instant customer contact, it also helps in the accumulation of valuable information via chat archives. Every recorded chat session adds information that can be collated and analyzed to identify patterns that point the way to further refinement. By combining the rich, qualitative data of real customer interactions with the powerful number-crunching capability of analytics software, businesses can be more flexible, responsive and effective, giving them an edge over their competitors.

How to Select the Best Live Chat Software for Your e-Commerce Website

It is a well-known fact that websites with live chat make more sales than others. It is one of the best methods available to clarify all the pre-sale and post-sale questions of customers. If you own an ecommerce website and are considering implementing customer support through Live Chat, you are on the right track. However, knowing which software to choose can be a challenge, so let’s take a look at some guidelines that will help you make the best choice for your business. First, it is important to choose a Live Chat method that can answer customer concerns even when an agent is away from their computer. Larger operations may offer customer support 24/7, but a smaller operation may not do that. Therefore, is it very important that a customer is able to have their questions or concerns addressed even after normal business hours. Providing a method that can do this will go a long way in building customer satisfaction and loyalty. Live chat software should be able to integrate with smartphones. The interface should be independent from the type of mobile device. It is better to find a live chat software that will work on the majority of mobile browsers. There are some live chat applications that send a text message, once a customer has engaged in a conversation; this is an ideal option for the small business owner to respond quickly. Live chat applications can be divided into several categories. Some applications require business owners to install operator software on all business computers while others offer services online. A live chat software that offers its services online can be more cost effective than installing software on all business computers. Not to mention the need for professional IT services to reconfigure everything. A web based software does not require this expense and also allows users to log in from any part of the world through any web browser. Live chat was introduced to the world in order to provide quick solutions to customer concerns. Therefore, the live chat software you choose, should offer quick responses with prepared answers. Having prepared answers will allow you to answer simple concerns within a few seconds. A prepared answer would be something like: “Give me few seconds to look up your record”, which keeps the customer from having to wait for an answer. Last but not least, when considering the cost of live chat software, it is always better to look for high quality over the lowest price. A high-quality system can enhance your sales volume and customer base. Additionally, cloud based services have dramatically reduced the costs associated with live chat applications, which has allowed a number of small scale e-commerce website owners to experience its benefits.

What You Need to Know Before Using Live Chat

If you’ve been tracking the current trend of how major companies and small businesses are reaping the benefits of live chat, you might be tempted to dive right in and give it a try – especially if there is a free trial offered. If you have the option of a free Live Chat trial, resist the urge to treat it as just a fun gimmick. Used correctly, Live Chat is a powerful customer support and sales tool and you should have a clear purpose as to how you will use it for your business. However, before you take the plunge there are a few things you need to know: What are your goals and objectives? Are you seeking to increase sales? If so, are you focusing on a general increase in conversion rate or looking to sell a particular product? Are you cross-selling or up-selling? Are you concerned about basket abandonment or another part of your payment procedure? Determining from the start what you are trying to achieve, will inform every subsequent decision from how to train your agents, where to place the live chat window(s) to which analytics you will study to measure your success. This will, in turn, help you to decide whether to turn a trial into a purchase or to calculate RoI if you are paying for your live chat software or service. Which live chat package is right for you? Every live chat service has its strengths and weaknesses and you should use a company which provides everything you need without charging extra for the things you don’t need. Questions to ask before placing an order include: How much are you willing to spend? What level of support do you require? Which features do you need (e.g. mobile access, chat archiving, social media integration, etc.)? Another important factor to consider is the type of licensing they are offering. There is little point in paying extra to license unlimited agents if you are likely to employ just one or two for the foreseeable future. What are your training needs? Before opening your live chat option to the world, consider what training your agents might need. If this function will be outsourced to an external company, then you will need to plan for ample time to educate them about your products or services. They will also need to familiarize themselves with the specific Live Chat system they will be using. Your agents should also understand whether they will be playing a purely reactive role (answering customer support queries, providing technical assistance, etc.) or whether you will expect them to engage more pro-actively to help drive sales. You will also need to carefully consider how many agents you will need to recruit in order to be efficient and cost effective. How will your live chat window integrate into your website? You will also need to consider carefully how your live chat buttons and windows will integrate into your website. Most Live Chat providers offer at least some degree of choice and customization when it comes to size, shape, appearance and colour scheme, while placement on screen will be completely up to you or your website owner. As a rule, it is best to ensure your chat facility is clearly visible on the relevant page without dominating it. Once you have completed all of these steps, you are ready to launch your live chat feature and begin to reap the benefits that live chat will bring to your business.

What is “The Live Chat?”

Live chat establishes a real-time communication channel between customers and online chat representatives thereby helping the customers receive instant help to solve their queries and grievances. It involves real-time interaction through text, short statements, images, smiley, and abbreviations to achieve a greater objective of providing quality customer care. Even use of feature-rich and dynamic live chat softwares has further enhanced the live chat experience for the customers allowing them to get quick and direct answers to their questions anytime anywhere. According to a BoldChat report, of those who prefer live chat, 79% said they did so because they get their questions answered quickly and 46% agreed it was the most efficient communication method. Integration of high-end technological features like PushURL, screen sharing, canned response and more has opened new avenues in business intelligence information gathering without being intrusive during the interaction process. Effectively Cater to Online Customer Demands The online customer base has grown exponentially over the years due to tremendous growth witnessed in the E-commerce segment. The spurt in online shopping websites and hosts of other businesses offering their services through the internet has led to a demand of an online customer service mechanism that will cater to the demands of these online customers. Live chat efficiently bridges this gap by providing the right help at exactly when it is needed. Getting help at crucial checkpoints, like the checkout phase, increases customer satisfaction and creates a loyal customer base. BoldChat’s report found that in the US, 21% of online shoppers prefer live chat and 31% of online shoppers from both the US and UK saying they would be more likely to purchase after a live chat. Reduce Costs Live chat also proves beneficial in reducing costs as customer queries can be solved quickly at the website itself. Live Chat can significantly curtail down chances of customers calling to contact centers thus reducing cost-per-call. Moreover, single online chat representatives can handle multiple chats at a single time thereby saving in costs, improving employee productivity and performance. Higher Revenue Online businesses can witness higher online sales and revenue growth as Live Chat helps improve online sales through fast, accurate and efficient customer service. Proactive chat helps improve conversion rates as visitors can be gripped to the website thereby increasing the chances of purchase. Customers can directly talk with agents and get the right information about the product and close the sale rather than searching through entire lists of products. Gather Crucial Business Intelligence Data Crucial business intelligence data that can reveal insightful information about the likes, dislikes, shopping preferences of the customers, beliefs and more can be extracted from the chat interactions which can be further leveraged to make strategic changes. Customers who have used Live Chat consider it as one of the most efficient support channels. It can also help retailers improve their online sales through higher customer satisfaction and conversion rates.

Why Customer’s Initiate Chat?

Chat is increasingly becoming the preferred solution for online consumers. Click-to-chat technology is gaining international momentum. Based on our experience with several Fortune 500 companies, live chat is the most effective channel in terms of customer service and satisfaction. Internationally, the next great area of customer contact is live chat. From a customer perspective, regardless of a customer’s geographic location, a successful chat experience is a fast, contextual interaction with a knowledgeable, real person. The customer will have the opportunity to print or email a transcript, remain anonymous and save on the time and cost of placing a telephone call. Some facts from surveys: 67% of shoppers with a previous chat experience continue to actively seek chat options on merchant websites¹ 77% of chat users agree that this new interaction method positively influences their attitude about the retailer they consider buying from² 63% of respondents reported they were more likely to return to a website after experiencing live chat³ 38% purchased from an e-commerce website as a direct result of the chat session itself? Below shows several reasons why your customers would initiate chat and how you can take advantage of that opportunity. Having trouble finding the right plan for them – Discover needs during conversation and help them choose the right plan. To ask general questions about products – Understand the question and answer directly, further probe to discover needs and help them order. If they experience an error during the navigation or check out process – Directly provide a solution to overcome the error, or as an alternative, provide them a new link to start the order process. To inquire about any promotions available – Check if they qualify for the promotions. If not, show them what is in it for them if they order and what will they lose if they do not order. To ask about terms and conditions – Provide the link to read or encourage them to read it carefully and ask questions, if any. To inquire about the order that was placed – Provide them status or direct them to the appropriate department. Compare plans of their interest – Discover needs and assist accordingly. Benefits of Online Chat for Consumers Online chat delivers rapid, personalized and timely communication through direct interaction, resulting in a wide range of benefits to include: Reducing overall connection time, while allowing customers to quickly and easily access additional information online. This leads to happier, more satisfied customers and fewer future calls. Helping consumers to connect to and be assisted by agents quickly through concurrent chat sessions handled by agents before they abandon a transaction. Shortening the sales process by creating additional positive impressions that move a prospect quickly and efficiently through the sales cycle while resolving customer issues and objections immediately. The figure below displays some facts about live chat aspects appreciated by consumers.

What to Look for in a Live Chat Software Solution

There have been drastic changes in the business world due to technology advances. Technology has made it possible to increase collaboration internationally, promote flexible work hours, and shop online. In today’s environment there are numerous channels of communication that can be employed; more choices than ever before. Your business most likely already uses some sort of technology for teleconferencing and file sharing. Now it is time to find the right software to invest in for your live chat needs. Making the right choice of customer interaction methods and technologies is one of the most critical tasks for decision makers in businesses of all sizes. Live chat can be used internally for employees to communicate with one another, or externally to talk with customers. Investing in the right software really depends on the size of your company and the functionalities you are looking for in the software. With every business aiming to improve their online sales, it is essential to have a credible and reliable live chat software solution to cater to the online customer. There are many chat software options available in the market for your business needs. According to a survey conducted by Bold Software in 2010, 53% of online shoppers who interacted through live chat on business websites spent more than $500 online. And 56% of entire respondents showed inclination towards making a purchase if a web site offers live chat. Choosing a live chat software solution will help businesses avoid dwindling online sales and customer service experience. The right live chat software can increase the online customer base and improve conversion rates. Selecting the right live chat software solution vendor is an important process as this vendor will be involved in direct communication with customers. There are a handful of best practices that will help you make the most of your live chat implementation. The following are a few items that a business should consider when selecting a live chat software solution. Web-based Software vs. Desktop Software Chat software is everywhere. Its presence is seen in phones, in desktop computer screens and other web portals we use daily. Many of the legacy live chat software solutions have been desktop based and need to be installed on each computer separately. These softwares also come with a cap on number of times the software can be installed and require licenses for additional installations. These solutions are meant for handling low chat volume on low-traffic websites and require IT expertise to set-up, install, and maintain the software. Also, the operators are only allowed to use the machines on which the software has been installed to interact with customers. This provides for less integration while interacting with customers using mobile devices like smartphones. Web based live chat software solutions offer greater benefits than desktop software in terms of flexibility, scalability, reliability, and better integration with web browsers on mobile devices. It allows operators the flexibility to login from any web browser from any location. Web based solutions are free from firewall conflicts, upgrades, and can handle high chat volume on high traffic websites. Offline Customer Support Tracking of visitors in real time can improve sales. Chat software for websites provides the force to have client support and technical aid on a 24/7 foundation. Providing a 24/7 live chat service on a website increases the chances of making a sale and customer loyalty. Questions can be answered faster along with assistance in finding particulars for interested shoppers, supply incentives, and receiving feedback. Many web based chat solutions ensure easy integration with mobile web browsers and are compatible with any phone. This means that when an operator is not present online, a text message can be sent to the operators when they are needed. When an operator clicks this message they are directly connected to customers through a mobile web browser. Canned Responses Attracting customers to a website is one thing, getting them to buy your products and services are another. A guest will spend no more than 15 seconds to find what he or she is searching for before leaving the site. Live chat software installed on a website is an outstanding way to save time for visitors and quickly help them locate what they are looking for and turn them into customers. Canned responses can also be used by operators to step up even more responses to visitors’ questions. Canned responses can greatly increase the speed of chat and lead to higher customer satisfaction. It is important to select a live chat software solution that offers operators a quick reply to customer queries or complex questions. These solutions can store useful information from day to day operations and form a comprehensive knowledge base. This knowledge can be leveraged to prepare canned responses that can be used to speed up chats when operators are handling multiple customers. Web Analytics and Reporting Tools Apart from the basic features like canned responses, proactive chats, co-browsing, and more, live chat software solutions should also include robust reporting tools and free web analytics. The web analytics feature provides insight into visitors to the website, how many times they visited, which pages were visited most, and more. Web analytics can reveal crucial information regarding online behavior of the website visitors. A Customizable Solution Businesses have the challenge of keeping up with change. A conventional live chat software solution does not cover all the needs of change. In order to better adapt with changing situations, the solution must be customizable to keep up with business requirements. Some solutions provide a cut and paste method to easily integrate code into multiple pages of the website. The solutions should also allow for easy customization of chat buttons, chat skins, themes, customer facing interface and more. Easy customizable solutions ensure that businesses can maintain consistent brand identity across all marketing and customer centric channels. Pricing Customer service through chat is an excellent way to keep customers happy. Not only is it a relatively inexpensive way to provide the attention customers

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