Online businesses like use their live chat software to deliver these incentives in real time. Offering incentives like discounts and coupon codes convert more visitors to customers. Specific ways to improve the live chat experience.
The live chat’s effect on the customer’s purchase decision.Your agents’ effectiveness at solving a problem.Use post-chat surveys to rate/identify things like: Customers are more likely to fill out a “moment of your time” survey if you’ve answered their question.
Use your live chat to gather customer feedback data. Export information you gather during the live chat to your CRM for lead gen purposes. You can also integrate live chat software with your customer relationship management (CRM) system. Live chat is a less formal, more direct way to gather the same customer information and provide instant feedback for questions. Or a form may ask too much information or have confusing instructions. Forms with many options may not include a customer’s specific answer. They’re impersonal, confusing, and one-way communication. For example, prompt idle customers with full carts the question: “May I answer any questions about the products you selected?” Replace Lead Generation FormsĬustomers hate filling out forms. Use live chat to engage hesitant customers at checkout. There are many cart abandonment solutions to recover lost revenue. Lower Cart Abandonment RatesĪround 70% of online shoppers will abandon a product in their carts. Use live chat on landing pages to nudge visitors to explore a product, download a PDF, or subscribe to your newsletter. The access and transparency increase trust in the brand and its products. And chatters pay 13% more! Customers like having a direct channel for getting questions answered. Visitors who chat are 82% more likely to convert than customers who don’t.
Online stores that use live chat convert more. Here are some ways live chat benefits your online business. How Can Live Chat Help eCommerce Businesses? Subscribe to the Liquid Web eCommerce newsletter and get content like this sent straight to your inbox. Get industry-leading tips on growing your store.
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