We see that you’ve started reading this. Let us guess. You have either implemented live chat on your website or you’re romancing the idea. Either way, let us help you learn more about how a fully-managed live chat service can revolutionise your business and your online presence.

There’s already significant statistical data indicating a web visitor’s preference for using managed live chat over a phone call for asking questions or seeking support, so if you’re not onboard, you’ve fallen behind.

We can confidently conclude that no matter where they’re from, there’s a good chance that at least some of your prospective customers would want to engage through live chat. That means if you don’t offer them that service, you may find they end up going elsewhere.

Ouch!

Fully-Managed Live Chat 24/7 support

 If you’re wondering what a fully managed live chat looks like, you’re not alone. We had the same expression on our faces some time ago. Live chat starts with the interactive message on the popup window.

You must have seen a live chat window popping up when you enter a website or try to navigate away from a webpage. It displays an opening message like, “Welcome. How may I help you?” This managed live chat pop-up allows you to engage with customers in real-time which increases the likelihood of conversion.

How does it work?

Psychokinesis? Witchcraft?? Telepathy?

Managed live chat is a simple software program that says “hello” to any user after they’re on the website for, let’s say, 20 seconds. The live chat system analyses website data, identifies segments of users with specific intent and targets its proactive messaging. This way your website visitors don’t get ignored and your live chat team has more chances of capturing leads. More leads mean more possibilities, and more possibilities equals more sales.

User characteristics

Some of the user characteristics specific to live chat proactive pop-ups are:

• Users visiting a landing page from a PPC campaign.
• Users browsing multiple product pages without taking action.
• Users who have moved to a checkout but not reaching a confirmation page.

Live chats proactive algorithm is the perfect “help” for these categories of users. It can be configured to have as many triggers and conditions to target the right users, engage them in conversation and give them the right message.

Now can you envisage yourself making more sales and breaking that glass ceiling?

How does a managed live chat proactively grow your business?

While customers expect a brand to be available 24/7, proactive live chat meets that expectation. It provides the immediate support customers need, when they need it. For businesses, they can help more customers in a shorter time along with collecting valuable user data which in turn enhances customer service.

Let’s see how a 24/7 managed live chat helps grow your business.

Reduce cart abandonment

According to e-commerce statistics, 76% of customers don’t finalise their purchase, and this may be due to a lack of knowledge and timely customer support. Through a live chat service, a customer interacts with the agent, finds a solution to the problem and completes a purchase.

Engage more visitors from more places

Isn’t it good for your business to identify which customers are of great value? If there’s data suggesting customers from a specific area are more likely to buy, you can have your proactive chat focused on them. Metrics like region/city, time on website, time on current page, etc., are useful here.

Track high bounce rate pages

By training your live chat team on different phrases they could use on high bounce pages, you may be able to engage these users and turn them into buyers. You may also find out why those pages do not convert.

Monitor product pages

When a customer lingers around a page it could mean there are some questions. You can trigger a proactive message, say, after 30 seconds asking if you can help with anything. This helps with faster conversion.

Final word

From both the business and customer perspectives, a managed live chat service that operates 24/7 has a significant place in the market. It has developed itself into a tool for leading and engaging customers into action.

Utilising live chat you can decrease your response time, ensure the best possible customer service, and keep your customers happy. All these things mean a growing business.

• Author Details

Author Details

Tracey Horey

CEO of Live Chat Agent

Tracey Horey is a 20 year veteran of the Automotive industry and has been writing Automotive content and helping Dealerships optimise their digital space for over 15 years. Her experience working with various sized dealerships and her passion for exploring and understanding new tools for the auto industry has given her an in depth understanding of the challenges all dealerships face in a changing landscape.

accounts@livechatagent.com.au

1800 332 428