For a business to thrive in today’s digital landscape, customer service is paramount. No company can exist without customers. This basic truth should be enough proof for anyone to believe in the importance of impeccable customer service.
The way to make sure your customers stay with you, in the long run, is to implement great customer support software in your online business. One of these ways is to make use of live chat support. When implemented correctly, live chat enables the process of interacting with a customer in real-time, thereby building the relationship and the level of satisfaction with the brand. A Forrester Research shows, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.
The inevitable truth you can derive out of this statistic is that more customer satisfaction more the sales. Live chat offers a personalized human interaction; however, as a business owner you need to be able to comprehend this fact as well, just putting up a ‘live chat support’ button wouldn’t do it.
Here are five ways to leverage live chat software to increase sales and grow your business while providing benefits to your customers as well.
Every second count when you’re trying to reach a customer who needs help and close the sale. One of the major reasons customers use live chat is to avoid the long hold on calls or wait days for a reply on the e-mail, making it one of the best customer service tools. Additionally, live chat gives them ease and comfort of chatting regardless of their location and is platform independent making them more open to your rep. So, when visitors connect with you through your live chat window, you need to respond immediately. Your fast response time will increase your closure rate.
Measure your peak hours
When you focus on your working hours instead of your customers, you are digging a deep grave for your business. It is highly probable that when you’re at work, so is your customer. In order to maximize your online sales, make sure your live chat is on and available when your customers are looking to buy from you. This can be done by investing in 24-hour live chat support for a few days and measuring the peak hours from there on.
Improve Upsells and Cross-Sells
Nothing is more effective in promoting cross-sells and upsells more than one-to-one customer communication. Live chat gives you the opportunity for just that communication. Effectively train your live chat representatives regarding the best opportunities to merchandise cross-sells and upsells within customer interactions about specific issues or specific products. Though the reps must be made aware of the product and services upgrade during the initial training and ongoing processes, they are best implemented in the form of increased revenue through live chat channels.
In-depth Knowledge of the Company
Most of the times when customers call your support line, and the assigned representative does not have the answer to their queries; they end up getting frustrated. Hence, it is imperative for the customer service executives to be completely aware of the company’s business and have thorough knowledge about the products and services it offers. With this information at their fingertips, the customer service executives can understand which product will be best suited for the customer’s specific needs. Having complete awareness of the pricing and features of each product, the executives can suggest the correct product to the customers, and one that meets their budget as well. When your customers realize that they are getting high quality and expert solutions with their first point of contact, not only do your conversions increase, their loyalty towards your brand does too.
Instant Contact Puts Your Competition at a Disadvantage
If your competitors don’t utilize their live chat implementations proactively, it gives you a major opportunity to gain a competitive advantage. When customers who may be waiting to get through on a customer service call line or to receive a response to an email at your competitors are comparing online shopping options, you have a chance to jump in and use live chat available at your disposal to instantly answer any of their questions and convert sales in real time before they ever return to your competitor. While your competitor is still sorting through customer service inquiries, you can entirely close the sale already.
With great live chat support software, you can provide your sales management system with a definite boost.