If you have just downloaded a website chat software there is a good chance that you are not yet using it to its full advantage. The truth is that there are many ways to offer customer service and offer better services and products to your consumers and browsers simply by learning how to make the most out of every website chat that takes place on your website. However, before you can start to reap these rewards you have to know exactly how to converse with your customers and how to make use of the best features of the website chat software.
There are two major goals that you should have whenever your live support application becomes live: to increase your overall sales and profits and to learn more about your browsers so that you can cater to their needs and increase their motivation to purchase from your website. If you are lucky you may also make a friend or two while talking to them over the live chat which is also great because a friend to your business means someone that will tell their friends about your business which will only continue to drive up traffic and profits.
Why live website chat software is so important
Before you get started you have to understand the importance of knowing how to utilize the website chat software, because it is no longer enough simply to have support chat on your website. As the technology behind e-commerce continues to evolve and advance e-commerce sites are snapping up the software service with 77% of surveyed members of Bold Software reporting that they use the live chat on a regular basis and consider live chat software to be one of the most crucial components to the success of their ecommerce business.
While live website chat software may still seem relatively new due to the fact that it has only been in the last two years that it has really taken off, the software is already showing promise and is only a glimpse of what to come. Before the invention of website chat, phone and email were the only ways to offer customer support, but now live chat offers instant support the same way customers would get instant support while in a store, which is changing the way that many businesses operate and changing the expectations that customers have when they choose where to shop.
Learning about the browsers
The first goal that was mentioned earlier is to learn about your browsers by taking the information you learn from your live chat conversations. Many people think that if a customer does not make a purchase than their website chat software is not working, but in fact it is working just fine, you simply need to discover how to take your use of it a step forward. This is due to the fact that every customer is a participant in your market research if you take the opportunity to chat with them and find out what they want, who they are, and what drove them to the site.
By learning why and how they arrived at you site throughout the course of a support chat you will be able to ascertain which of your marketing efforts are working and which are not without spending any time on actual market research. When you learn what they are looking for over the website chat software then you will have a better idea of how to revamp your website so that it is offered to them from the start increasing the chances that they will stop back again.
This can be easily done by taking the time to utilize your live support chat whenever possible. You may be surprised that even customers who are not going to make a purchase are willing to chat about what they like or what they want to buy, even if you do not have it. Use the website chat software to store these conversations so that you can access them later and take the top pieces of information to stock your ecommerce business or change the way that the website is laid out so that guests get they want right off the bat.
Increase your profits via the website chat
As you might guess, when you start to revamp the way your website looks and stocking the items based on what people tell you they want when they use the website chat you will start to notice your sales ratios increase as more and more of your traffic converts to sale. As the simplest law of business states, give the people what they want and then you get the rewards, which is why you need to take what you learn from your customers to improve your service.
However, you can make use of your live website chat software while learning about the customer as well to drive sales right away; if you learn how to be proactive, which is the other key to increasing profits for your ecommerce business. While you may not be able to offer every customer what they wanted when they started browsing, if they are on your website because they are interested in your category of goods you probably have something else that they would be interested in if you use the live chat to guide them towards it.
This can be done by proactively telling them about what you have to offer on your website based on what they tell you they are interested in. You can also use the support chat software to inform them about attractive promotions, sales, and discounts that you may have on your website as well as special products so that you hook their interest and convince them to look around before moving on. By doing this you will get more unexpected sales that will all add up to an increase in profits that can be realized within just a few months.