Offering live chat on your website is one of the best things you can do to not only boost conversions overall but improve your customer retention rate. In fact, live chat has the highest satisfaction rate among any customer service channels, at 73%. However, to get the most out of your live chat software, you have to do more than simply install it and let it run. There are a few things you should do to increase live chat conversions and can also save some money.
Operate More Hours
For starters, you’ll want to be online via your live chat software as long as you can. If you restrict your live chat to business hours in your local area, you’re likely missing out on a lot of opportunities. As one study found, conversion rates for eCommerce sites are typically higher on the weekends. Not only that, but the prime shopping hour is around 8 p.m. Even if you were to extend your live chat to 8 p.m, your customers could be in an entirely different time zone.
To improve live chat conversions and get more customers, think about 24/7 coverage. This would allow you to help out customers no matter the timezone. Of course, offering 24/7 coverage will come with a higher cost if you need to hire in-house. To save money and still get the most trained and professional live chat agent you can outsource your customer service.
Offer Multilingual Support
The next thing you should consider is offering multilingual support for your online store.
Studies have shown that customers prefer to receive help in their native language. If you can provide this service, it will be easier to help customers and improve their satisfaction.
To provide multilingual support, think about your customers and the languages they are most likely to speak. For example, if you’re selling in the United States, you may want customer service representatives that speak Spanish, as it is the second most commonly spoken language. On the other hand, if you’re promoting a tech product to startups, you may be better off getting someone who speaks German, Chinese or Japanese. To get an idea of the most popular languages in the world, take a look at this chart:
There are two main ways that you can offer multilingual support. The first is to have your current representatives use a translation app. Translations apps are helpful and can give you quick results, but they don’t really provide the best experience. The better option is to hire people who fluently speak the languages you want to cover.
Customize Your Customer Engagement
Increase the conversion rates from your live chat with the proactive engagement of your visitors. You want to come up with a script or framework you can use to have conversations with your customers.
You could add a form to your live chat widget and ask for your customer’s name, then use it throughout the conversation. Another thing you can try is using a different tone of voice. Try using a very professional tone of voice, then a more casual one. See if customers respond better to one tone or the other, then use that one going forward.
Keep an eye on your customers and offer to help when you see they are going through the purchase funnel. By engaging your visitors like this you will reduce cart abandonment and increase conversions and revenue.
Keep Track of Your Customers
A great way to personalize your live chat conversations is by keeping track of your customers and learning more about them. By storing information about your customers, you can provide a more personalized experience each time they interact with you.
For example, let’s say someone starts a live chat session with you and wants to learn more about your product or service you provide. After taking some time to answer their questions, the customer seems interested, so you offer to have one of your sales staff email them. When your salesperson reaches out, they shouldn’t have to start from scratch. They should use all the information you gathered from the live chat – including their name and the questions they asked – to help craft a better pitch.
To better keep track of your customers use a Customer Relationship Management (CRM) tool. Find one that allows you to quickly update customer information and share it with other members of your company. Here is a list of some of the best CRM tools to get you started.
You’ll also want to sync up your customer service software to your CRM. This will allow you to have a central knowledge repository where you can store all the customer information. So, if someone were to reach out to you for help via email, this information would then be available in your CRM. The point is to create a system where you’re able to help customers no matter the method, without having to repeat yourself.
Outsource Your Live Chat
If you add in all the strategies above, you should find that you’re able to increase your conversion rates. However, you’ll also likely find that your costs have gone up. Many businesses aren’t able to afford the costs associated with operating 24/7 or having multilingual staff on hand. The solution, in this case, is to outsource your live chat needs.
Outsourcing comes with plenty of benefits. Since you’re only paying for the services, you don’t have to worry about costs such as salaries or benefits. You can also get a team that is available around the clock and speaks other languages. Finally, live chat services are able to provide you with detailed information about your customers. Use that information to learn more about them and make better marketing decisions.
Make Live Chat a Part of Your Customer Service Experience
Adding live chat to your website is one of the best things you can do to increase customer satisfaction and conversions. It allows you to answer questions, help customers complete a purchase, and get feedback from your customers. But to get the most out of it, you need to add in a few extra steps like operating at more hours or in different languages- steps that you may be better off outsourcing if you want to save money.
However you plan on going about it, start planning out your live chat strategy as soon as you can. In a world where you likely have at least dozens of competitors in your niche, anything you can do to make customers happier will pay off. Live chat is a great way to start.