Besides finding the right software, companies using live chat will need to provide specialized training for their employees.
Live chat is different from a phone call, since all replies must be short sentences that get right to the point. There is an art to knowing when to ask a question and when to offer solutions or additional products.
If you want to get started on live chat today, be sure to scan this list of chat software reviews.
There are plenty of great options when it comes to live chat software, so choose the program that offers the best interface and simplest integration into your website. About the Author: This guest post is written by Lior Levin, a marketing professional who advises for a neon sign store that provides custom made neon signs, and who also works for a psd to html company.
The report goes on to say: “62% reported being more likely to purchase from the site again.
Not only is this a process improvement but it increases the chances of overall sales (which we’ll get into next! The general trend among users in marketing forums and on blogs is that live chat on a website can generally lead to improved sales numbers.A study called “Making Proactive Chat Work” that was conducted by Forrester Research found the following: “Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.” An online chat system provides customers immediate access to help.Wait times are often much less than a call center, and customers can easily multi-task while waiting.Once customers are engaged with an employee who can understand their needs, the employee is in a perfect position to recommend additional purchases that may be the perfect fit for that particular person.A recent study by TELUS International found that many top retail businesses are not offering chat.