Have you got a strategy for helping your customers when they get stuck on your website? For e-commerce, e-tailers and service providers that offer complex products, services and a variety of pricing options, users can struggle to find the right product for them. Through introducing online chat, you can help these customers in real time and increase your sales as a result.
Even the best websites on the planet don’t convert all users because people have differing wants and needs and each user is at a different stage on the path to purchase. And we know that not all websites convert fantastically, so that’s why we have general enquiry phone lines, contact forms and customer service email addresses.
The thing about the above methods of contact is that they drive people away from the site, they can be expensive for the company to handle and they don’t always result in sales.
Phone calls are typically costly for the company, as having to staff, furnish and equip a call center will inevitably eat into your profits. This wouldn’t be as much of a problem if every call that came through led to a sale, but that’s not what happens in reality, especially on general inquiry lines.
Emails break the user journey, disrupt momentum and cost a lot to handle. Go and visit Apple or Amazon right now and try to find a customer service email address. You’ll be just as likely to discover a cure for cancer or a reincarnated dodo.
At first glance, emails appear to be a perfectly acceptable method of handling contact. At least with emails, you can respond to them at your own convenience. However, responding to emails is more costly than taking phone calls and the potential back and forth exchange as your staff attempt to capture everything they need in order to resolve the customer’s query can rack up the cost into the hundreds of dollars. Plus, by the time the potential customer receives a response to their query, they’re no longer on your website, they’re no longer in the mind state to purchase and they might even have already made the purchase from a competitor.
Contact forms are no different to emails. In fact, if you don’t have a CRM, there’s a pretty good chance that your contact forms generate emails! This doesn’t work for your company because it’s costly and it doesn’t work for or your customer because it takes too long to process.
Introducing Online Chat
Online chat can tackle the pitfalls of all three of the above communication channels and increase sales while the customer is on your website Through introducing online chat, you can increase your customer service and sales through:
- Explaining product features, terminology, pricing, delivery, returns policies and all other queries in real time
- Recommending the perfect product according to specific customer needs
- Directing customers to pages they can’t find or products they weren’t aware of
And, it’s good for the business because:
- It’s more efficient - chat operatives can chat to 3-4 customers at a time
- It’s cheaper – no need for heavily staffed call centers or staff spending hours exchanging emails
- It’s quicker – if you can answer the customer’s query as and when they crop up, you can increase the chances of making a sale through keeping the user on your website and helping them along their journey while they have the intent to buy
Online Chat Providers
There are a variety of online chat providers including:
- Kayako Fusion
- Website Alive
If you’re having any trouble implementing your online chat solution or if you want this feature built into your new website, get in touch with us today and we’ll be happy to help.