We improve customer service and increase sales by using web chat. Adapt the way we communicate with our customers. We currently offer email addresses, contact forms and telephone numbers but web chat is instant.
Customers want their sales enquiries and problems resolved quickly and painlessly and calling 0870 numbers for “call 1 for Sales” “Call 2 for support” is costly and not stress free.
By implementing the Chat Software on your website you will be offering your customers an instant and friendly way of conversing, capturing sales enquiries and resolving customer problems in seconds rather than days or weeks.
Business benefits of using Web Chat
1. Quick and easy
Especially with e-commerce sites, if a customer lands on your website and is about to purchase a product but needs more information, having the ability to ask a ‘quick question’ and receive a ‘quick response’ reduces ‘abandoned cart syndrome’ considerably.
With standard business sites directing existing customers to the website to use the Chat Software, customers queries can be answered and deflected quickly so small issues don’t snowball into a larger issues through ‘lack of response’.
Customers don’t need to complete the contact form and wait 3 days for an answer, greatly increasing customer satisfaction.
2. Reduces costs to the business and customer
Cost effective as customers are more likely to feel ‘trust’ and ‘confidence in the business’ they will be more inclined to purchase more products and having had help via Chat, find what they are looking for quickly.
Cuts down costs of telephone calls by used the web hosted solution and cuts down time spent on individual tasks and can handle multiple queries, saving time.
3. Increase sales leads
When a potential customer lands on your website and can’t find the information they seek they can Chat to a representative who can lead them through the sales process, answer questions and lead them to suitable products and offers in a warm and friendly manner. This reduces and eliminates the dreaded ‘bounce rate’ considerably’. By using the Chat software there is the added ability to ‘up sell and ‘cross sell’ on items too.
4. Competitive advantage
Have your competitors got this service? Are you perceived to be innovative and ahead of the game? By offering live chat you are will be perceived as a business offering excellent customer service and convenience that your competitors do not offer.
Showing creativity and innovation to your customers shows you ‘care’ about their experience online.
5. Great way to receive valuable feedback
You don’t want customers Tweeting their frustration about your company, or using other social media platforms to create negative perceptions so by using the private Chat software customers are given a channel to vent their frustrations and voice concerns directly to you, in private. Sales leads can be given to the sales teams and customer issues can be fed back and resolved by the business quickly. All the chat feedback will by very valuable to the business, customers will prefer giving feedback to Chat as they are actually speaking to someone, as opposed to a one way email that they may or may not get a reply in about 5 days.
Guidance notes for using Chat Software
Be knowledgeable – create FAQs and Cheat Sheets so you can resolve enquiries quickly.
Open Hours – Chat can be turned on and off so leave an email address when offline.
Tone and Language – Be warm, friendly and helpful. Not too scripted.
Sales and Customer Service – You will get all manor of enquiries both Sales and customer enquiries so have the right experience.
Encourage Social – Encourage all Chat visitors to like Facebook Page and Twitter.
Queue System – Customers maybe placed in a queue in busy periods so they need to know this.
Chat features – give them the ability to change font size etc.
Summary
Another advantage of implementing this service is that it brings traffic to your website. Once people know they can ‘chat’ to you rather than sending emails then your website will become a key resource rather than a marketing tool.
If you would like us to review your website to have this installed then contact us for an up todate proposal.