6 Ways to Make More Sales Using Live Chat
Has this happened to you?: You’re shopping for a product or service and you can’t find the exact information you’re looking for on a website. Sure, there’s a number to call, but how long will you have to wait on hold? There’s also an email address, but who knows when you’re going to hear back from someone! Probably long enough that you’ll forget what it was you were looking for in the first place! If you’re not offering live chat, this is a very real problem your customers face everyday.
What is live chat? It’s usually a small box at the bottom right corner of a website that allows customers to chat with a company representative in real time. Instant gratification! So, what are the benefits of this new form of communication?
1. It saves you $$$!
Live chat saves employee task time and phone expenses. Agents can handle multiple chats at once, cutting down on the number of agents needed to answer questions. Multitasking on the phone could get confusing!
2. You sell more
Wells Fargo recently reported a double-digit increase in sales after using live chat on their site. People are more comfortable walking through a sales process if someone’s there to guide them. As much as we’d like to think that the Amazon.com generation doesn’t want to buy anything from a live person anymore, studies show the personal touch is still valuable!
3. It’s convenient
Nearly half of people surveyed by Forrester Research found a live person answering questions online is the most important feature a website can have. Are you missing out on converting customers with questions to customers with your product/service?
People can do other things while they chat with a representative. They also don’t have to dial an 800 number and navigate a complex menu. They can chat anywhere – in a quiet library or a loud coffee shop!
4. You’re a trend setter
Live chat, while becoming more common, isn’t something offered on every website. Is your competition using it? If not, you’ll have first crack at those customers. If they are, you’re already missing out on sales.
5. You can learn more about your customer
Knowing about your customer means finding the exact product or service that meets their needs. Do you know your customers’ pain points? Where do you think customers are most likely to tell you? In a live chat! Studies show that, for better or worse, people are more candid when chatting anonymously online. You can also hear what they’re expecting from your product or service to make sure it’s a good fit.
6. Text has no accent
If you’re considering outsourcing live chat, you don’t have to worry about customers understanding your agents’ accent. Customers can imagine whatever voice they want (I suggest Morgan Freeman).
So, are you ready to talk with someone about live chat for your business? Consider Centris Information Services. We’re ready to start helping your customers in real time at up to 40% less than our competition. We’re a US-based company with operations in Mexico. We’re experts at live chatting in both English and Spanish. Did you know know 55 million US citizens are hispanic, making them largest minority group in America?
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