Live chat was first introduced to the market in 2002, fairly new, right? But still many companies had not known about this for a long time. And you’ll be surprised to see how much it’s grown in the market now. It has almost become a trend.
Live chat is expected to continue grows as much as 87% over the next 12 to 18 months. The only reason for increased deployment is customer preferences.
American data analytics and consumer information firm JD Power found that live chat is becoming the leading digital communication method for online customers. Be precise, 42% of customers want live chat compared to only 23 percent via email and 16 percent on social media or forums.
All of these facts justify that using the live chat support option is definitely beneficial. Unfortunately, that is not 100% true. Using live chat can change the game, but only if it is used properly.
Why do customers like live chat?
Small live chat icon sits in one corner of your website / landing page until it is disturbed by the customer. It immediately opens a pop-up window and entices customers to simply ask for doubts.
Customers only love the ability to communicate in real time and get answers quickly. This makes the communication process easy and turns visitors into potential customers already.
This is way too painless to make a support call or drop an email and wait for a response. Real-time chat is 90% shorter than on social media or emails. That’s why a great customer experience.
How to maximize conversion with live chats?
So far you have read all the above statistics, you have definitely gone gaga. But let me throw in another fact that will bring down your excitement-
the average conversion rate for live chat is only about 2.35% [stated by Wordstream, a search marketing company].
However, scientists have shown it live chats efficient use can increase the conversion by 40%. So open the notebook and write down these points:
1. Place the Chatbox widget
Make sure the live chat widget is available on all pages of your website. Especially when you’re an ecommerce store, customers usually have questions when they’re on the product page, shopping cart page, or order page.
So no customer wants to leave the product and visit your homepage / homepage to find the chatbox. In addition, it is recommended to place the chatbox in the lower right corner of the page.
2. Draw the user’s attention
Sometimes chat boxes go unnoticed sitting in the corner of your page. So you can automate the process that opens the chat widget a few seconds after your customer lands.
Also pay attention to your chat welcome line by drawing the customer’s attention. Avoid the robot.
3. Live chat widget theme
It goes without saying, but only to know you again –
Make sure the color of the chatbox widget stands out from the background color of your website. In this way, it is less likely to go unnoticed.
4. Humanize communication by training your chat support team
Talking with a chatbox doesn’t have to seem like talking to a robot. Robotic responses are trade-breaking. Customers want to talk to real people behind the screen to make sure they are understood.
It is good to use a friendly voice during the conversation. Also, make sure your answers are short, relevant, and concise. The reason is that the dialog boxes are small and reading a message you like can be annoying. So break up the dots and then put them together.
Needless to say, provide quick support and train managers to do the same.
5. Keep your customers up to date
If the support team is not available, send them an auto-reply. The response must include an apology and your availability timings.
Customers should not be left waiting for a response when no one is available. Also, if it takes some time to resolve a customer issue, update them in roughly the same way.
6. Take feedback to improve
When a customer is about to end a conversation, ask them for feedback. It doesn’t have to be text feedback, you can use feedback mothers. However, it is a good idea to have an optional text box for feedback.
Now don’t let these feeds sit in your database. Check every now and then and keep improving.
How can you set up live chat support on your website?
ChatWhizz Live Chat by Webkul is an add-on that helps you increase live chat widget in your store. It is very easy to use and comes with a variety of plans, including free.
The chatbox widget can be customized effortlessly, and multiple managers can manage chats from a separate panel.
Get FREE DEMO application by dropping an email to [email protected] & start with the customer acquisition and retention process!