As customer service tools go, few channels are more effective than the popular software live chat. Customer love live chat for its speed, its convenience and its privacy.
But live chat isn’t just great for customer support. There’s another huge advantage of using live chat for any business. You can provide great customer support while at the same time increase your sales.
Not tapped into its sales potential yet? Don’t worry, we are going to show you how to use live chat as a sales tool in your business.
Before the chat starts
You wouldn’t lurch into a sales pitch without being 100% ready, would you? Nor should you enter into a live chat session completely blind. To nurture leads before the cat even starts, you should do the following:
The first thing you need to do to take full advantage of live chat is train your chat operators so they have a good level of sales experience. If not, get them skilled in the art of upselling products and service – it’ll come in handy during live chat sessions.
Whenever you send a new piece of marketing material, include a live chat button in the email itself. That way, prospects can enquire right away – without cooling delay or that pressure to having to make a phone call.
Smart live chat software now comes with prospect recognition tools. By using rule-based triggers, your true leads can automatically be differentiated from passing traffic – for targeted chat sessions.
Don’t just talk to your customer – track them. Monitor their activity on your website and what they are doing. You can then send personalized chat invitations based on their behavior and interest.
Pre-chat surveys present the perfect opportunity to gain a lot of data from your customers. Not only will this data help you provide a more informed chat session, it will also feed your CRM with new leads.
You’ll have a better chance converting if you send the prospect to the right operator with the right level of experience. So, use skill-based routing to direct chats to the right people.
Language barriers can lose you the deal in many cases. By immediately translating any cross-lingual chats back and forth between users and operators, you’ll be able to offer global conversations, for more conversions.
A live chat user will quickly lose interested if they don’t receive fast responses which means you will lose on the sale.
9 Be slick
Sloppy sentences don’t transform into a sale. Even though this is instant messaging, it’s still an opportunity to promote your brand and services. Don’t ever neglect grammar, and take advantage of inbuilt spell-checks.
If you’re looking for live chat software please contact us today.