The problem is that most people don’t record every conversation, so this information can get lost.Action: At the conclusion of a live chat session, offer to email a copy of the transcript to your customer for their records.
Unfortunately, it’s difficult to help customers through this stage when they see nothing more than a computer screen. Live chat allows your agents to help mitigate that sense of risk by providing reassurance and a sense of value in the product being purchased. Below are 25 tips to help you get started with live chat.
Be sure to read through to the end as you’ll see more advanced techniques towards the end of the post.
When customers chat with chat agents, they pick up useful information they may want to keep in their records.
And, 62% of consumers who have used live chat said they would be more likely to purchase again from the merchant who provided the service.
Why does live chat make such a huge difference in conversion rates?
It has been suggested that live chat is the only way to provide real human interaction during an online purchase.In other words, customers need questions answered and a sense of reassurance that can be provided only through live chat.Customize your chat widgets to match your site's look and feel.Change the color of the chat button/widget, chat message and font color, backgrounds, etc.Live chat has been around for more than a decade, but only recently have companies discovered its profound effect on website conversion rates.A recent e Marketer paper cited live chat as being directly related to 38% of online purchases.