Live chat is part of a popular new type of marketing called conversational marketing. Conversational marketing is a one-to-one marketing technique where companies interact with their customers in real-time to know their needs, personalise their experience with the company and create better shopping experiences. 

Marketing in the digital age is often confused with leveraging platforms like Facebook and Google to broadcast your message to the people out there. This is indeed effective and scalable. But what conversational marketing tries to do is the opposite of this. It is more about creating personalised experiences with your customers one on one.

Live chat is a web-based communication app that lets you directly chat with your website users. It is an excellent alternative to phone calls and emails. When you have a fully managed live chat service like LiveChat Agent. All the chat team needs to do is type their message in the chat box and send it. The same applies to website visitors. This ease of use and application has made live chat the preferred mode of communication of 79% of customers. The important part is that your visitors do not need to install anything or sign up for anything to chat with you. They will have to click on the chat widget at the bottom corner of your website. When they click on the widget, they will see a chat box and can type in what they have to ask and send it. The chat agents will get a notification and pop-up window with the query at their end. The agents and website visitors will have different views of the chat box.

Benefits of live chat for businesses

• Higher conversions
• Increased sales
• Better relations with customers
• Personalised solutions
• Higher customer satisfaction

Benefits of live chat for customers

• Directly report issues without using other software like email
• No long waiting period for a reply.
• Better shopping experience with quick answers to queries.
• No need to provide details over and over again. Previous conversations can be saved in CRM.

Here we discuss how to convert the leads generated into customers. The following are strategies on how we can improve your conversion rates.

• Be proactive

Nothing impresses a customer more than proactive support. A trained agent will be online who will be aware of where a visitor can get stuck and if the visitor spends too long on a purchase, will reach out to them, and offer them assistance.

• Reply swiftly and to the point

No one likes being on hold over the phone or being left hanging while chatting for a long time. The longer the customer has to wait for a response, the less chance of converting him. Live chat allows for much faster response times than traditional means of customer support.

• Reply in the tone they reach out to you in

Text messaging is usually relaxed and informal. A trained chat agent must maintain the same approach as the customer when replying. They should reply professionally while maintaining the same style as they do. If the visitor is asking to-the-point questions, our trained agents respond in the same vein. If they want to talk, the agents will be more communicative.

• Personalise each chat

The chances are that the visitors would have had previous chats with the support team, which can be checked in the CRM. The agents will use the details available to personalise the conversation. If there was a previous issue, our trained agents will first check if that was resolved, or try to find the customer’s name and talk to him. They will spend some time customising the standard answers to look more personal. This makes a big difference in how the customers perceive the chat. 

• Pace themself

Live chat agents should not ask too many questions of the visitors. They can ask them one question at a time and have to pace themself. When a visitor has a chance to answer the questions at their own pace and ask questions of their own, they relax and are much more amenable to doing business.

• Add value

It is never business as usual between the chat agents and the visitors with LiveChat Agent. The visitors have come to us for help; our agents will support them with their requirements before asking for their contact details etc. Being of service will help the agent satisfy the visitor and you will gain a customer.

• Make it easy for the visitors

Make it easy for visitors to reach out online. Every business needs to ensure that they are available on major social media platforms like Facebook, on mobile, and on a PC. 

• Target the right pages

While ideally, a website would have a live chat on all pages, that might not be practical for everyone. It would help immensely to have live chat support in the places where customers need help the most—for example, the sales or pricing page.

• Offer a pre-chat survey

Most people hate repeating themselves. Over 75% of customers consider using a support tool the most tedious part. A pre-chat survey can provide background information about the customers while they wait to connect to customer care. Providing this option will save time at present and for future chats.

• Be awesome

People choose to use live chat because they want a quick answer when they do so. However, the majority of those users also anticipate a less-than-awesome initial response. Catch them off guard by providing them with the best service possible. Our chat agents are constantly learning and improving themselves, they ensure historical support for the chats, and proactively fix issues.

The clients will appreciate the human touch when chatting. At LiveChat Agent, our agents are trained to use a relatable tone and ensure that the client’s perspective is taken into account. Also, they take care to avoid having to have the client repeat themselves. We have backend tooling in place to facilitate a seamless chat experience for customers.

If handled well, live chat offers excellent benefits. Adopting live chat alone can increase your company’s conversion rates by up to 45 per cent. Visit https://www.livechatagent.com.au/ to learn how implementing Live Chat by LiveChat Agent Australia’s preferred conversational platform can help your website improve sales by up to 45%.

• 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