Good customer service can go hand in hand with great sales results. If you use chat to quickly resolve all the problems of your customers, they are bound to come back for more.
You can also play a more active part in increasing your sales through chat. We worked with The Chat Shop, your go-to chat experts, to produce an infographic that outlines the key methods of increasing sales via live chat.
Getting more bang out of your buck
Timing is everything when it comes to netting more sales. Forcing an offer has never produced good results. Instead, you should play it smart and reach the client at the right time, with the right message.
Use these four methods to land the perfect pitch and get more out of your chat:
1. Personalized service – Offering personalized advice based on the past experience of visitors is a good way of netting more sales. Your chat agents need to know your offering inside-out to be able to suggest particular products to potential customers. If your customer already had some previous experience with your company, you don’t have to go through all the basics.
2. Well-timed greetings – Approaching your customer just at the right moment with a customized greeting is another way of increasing your sales. You can set up greetings that will trigger automatically when a customer is experiencing some problems, for example, when there are some problems processing the payment. Logical Position, an online marketing company that uses automatic greetings, increased their sales by 30 percent.
3. Customized chat window – Getting your chat window to look like the rest of the page evokes trust in potential customers. Adjust your chat window to your website design and your clients won’t have to guess if they are contacting the right department. Check-in-London, an online booking service from the UK used customization as one of the methods to get 26 percent more leads and 17 percent higher conversion.
4. Discovering pain points – Live chat tool is a real gold mine when it comes to getting valuable information. Your customers will be more than eager to share their feedback about your service. Make sure all that feedback is used to improve your offering. For example, if you get a lot of questions about your shipping, it may be a good idea to make that information more prominent of your site.