Customer engagement has become the new gold standard in the marketing world, and live chat is one of the fastest, easiest ways to engage with your website visitors and convert more of them into customers. In this post, we’ll show you how to use live chat on your website to boost customer engagement and drive more sales. Plus we’ll share some examples from other businesses that have found success with this strategy. But first, let’s take a look at why live chat has proven to be so effective.
Why do you need a live chat?
If you’re not using live chat on your website, you’re missing out on a huge opportunity to engage with your customers and boost your business. Here are seven ways you can use live chat to grow customer engagement. Asking visitors what they need when they land on your site
– Letting visitors know about specials or deals
– Providing personalized answers for common questions
– Offering help for technical issues like login problems or error messages
– Giving recommendations based on their previous searches
– Helping them find the product they were looking for – Greeting them by name and providing guidance
– Listening to feedback and answering any other questions they may have before asking them to fill out a survey, register an account, etc.
– Creating opportunities for users to share feedback through reviews. Encouraging them to provide email addresses so that you can reach out in the future
– Sending reminders of upcoming events or anniversaries
– Notifying them of new products or services
– Offering advice or suggestions
Who should be using live chat?
If you have a website, live chat is a great way to boost customer engagement. By being available to answer questions and help customers in real-time, you can create a better experience for them and build trust. Plus, live chat can help you generate leads and close sales. You can even track where your customers are clicking or coming from with live chat software.
When people click around the site without buying anything, that’s an opportunity for conversion if you’re prepared to chat with them. Customers will tell you what they want more of (i.e., apparel) and why they won’t buy something (i.e., price).
Live chat isn’t just about selling more stuff either: it also helps with basic customer service issues like answering queries about products and shipping updates. Not to mention the general benefits of having human interaction in an online shopping environment.
The average customer has five touchpoints before they make a purchase and at least three of those happen online. So you need live chat to keep up with their expectations. Live chat is most useful when paired with AI assistants.
4 Simple Steps to Implement Live Chat on Your Website
1. Choose a live chat software that meets your needs and budget.
2. Install the live chat software on your website.
3. Train your staff on how to use the live chat software.
4. Promote live chat on your website and encourage customers to use it. 5. Keep track of conversations by using a CRM system, like Salesforce or ZohoCRM, which allows you to store chats as well as send messages through email or SMS (text) message.
5 Best Practices for Successful Live Chat
1. Make sure your live chat software is integrated with your CRM system so you can keep track of customer interactions and follow up accordingly.
2. Train your customer service team on how to use the live chat software and what kind of language to use in order to be professional and helpful.
3. Be available during peak hours when you know customers will be visiting your website so you can offer assistance right away.
4. Give users an option to share their screen with a representative in case they are having trouble navigating or completing an online form.
5. Offer incentives for those who contact you through live chat like discounts, rewards points, or gift cards for their next purchase!
Follow these five best practices for successful live chat to ensure that you’re providing the best customer experience possible.
Marketing Benefits of Live Chat
1. Show that you care about your customers and their experience on your website by offering live chat.
2. By being available to answer questions and help solve problems in real-time. You can create a better customer experience and increase customer satisfaction.
3. Live chat can also help increase sales by providing an immediate way for customers to get the information they need to make a purchase decision.
4. Make sure you are able to provide a quick response time so people feel like their question is important and will be answered soon.
5. Keep it casual – this might not be appropriate if you are in business with high stakes (i.e., financial advisors).
6. While there are many benefits of using live chat on your website, some things to keep in mind:
• Be polite at all times. You never know who may be sitting behind the other end of the conversation!
• Don’t forget to smile! When people see a happy face, they are more likely to give positive feedback than when seeing someone frowning or unhappy.
• Be prompt! If you take too long answering someone’s question, chances are that person will go elsewhere for answers. Sometimes just one sentence or two is enough to satisfy a customer’s curiosity and send them off into another part of your site or onto the next step in their buying process. Other times, a little longer chat might be necessary to ensure they have what they need before closing out the conversation.
7. Be genuine. Customers can tell the difference between a fake I’m here to help message and a helpful, genuine approach. Always stay sincere and friendly no matter how busy you are; otherwise, you risk losing your audience. There’s no denying that live chat has been around for quite some time now. But its potential to boost customer engagement still hasn’t been fully realized. With the emergence of social media as a dominant force on the web, marketers have had to come up with creative ways to engage with their audience via multiple channels in order to keep up with current trends and shifting habits.
