Trying to be available for every customer’s questions on your live chat can be extremely overwhelming. You and your team already have numerous time-restricting responsibilities to handle within your business.
What you may not realize is that every live chat conversation is an opportunity to drive increased sales to your business. This could show up directly on the chat or indirectly through an amazing customer experience that turns a new visitor into a loyal customer. Either way, you need to transform the negative thoughts you have about live chat into positive ways you can keep driving in more revenue.
At HelpFlow, we provide 24/7 live chat teams to over 100 stores. Answering even the simplest customer questions has been proven to exponentially increase sales and provide a wonderful customer experience that keeps them coming back. In this post, we will show you how seemingly annoying questions can lead to improved sales.
Even if you think all of the information on your website is perfectly laid out, new visitors will still utilize your live chat. Sometimes this method is just much easier for them to understand.
This is the perfect way to transform this seemingly obvious and unnecessary question into a sales conversation. The longer you chat with this potential customer, the better chances you have to understand their thought processes. From here, all you have to do is finish strong and close the sale.
Depending on the type of products and services you provide, you may receive questions from new visitors just wanting to know more about your business. They’ve most likely stumbled across your website online and are looking for general information rather than a specific product you actually sell.
Here’s a scenario-based example…
Especially when the topic of conversation is high ticket items, this technique can work really well. Start using this strategy for even the most random questions to create more opportunities to drive sales for your business. Who knows, the customer you’re chatting with could turn out to be your most loyal customer. You’ll never know unless you take the time to talk to them.
Once someone has decided to buy one of your products or services, there is a good chance they will have more questions about the delivery process. This can be something like the status of their order or other aspects of how to use their new product when it gets to them.
Below is an example of how this may pan out…
Repeat buyers always make or break a business. By using a live chat service, you don’t have to worry about letting any wonderful customer experiences slip through the cracks. If you give these hobbyists a fantastic customer experience, they are more likely to come back to your business when they need more accessories and refer you to their family and friends. Also, you may be able to get them to buy a new product during your live chat conversation.
In short, you have to look at every single business-to-customer engagement as an opportunity. Learn about what your customers are trying to accomplish to see how you may be able to help them even if their question isn’t directly related to a product or service you sell. These conversations are just a sales opportunity waiting to happen.
At HelpFlow, we provide 24/7 live chat teams to over 100 stores in the e-Commerce market. Most companies don’t have the time to manage live chat themselves even if they put their customer service team up to the task. You just don’t have the immediate attention to give to this kind of service, but that’s okay. Feel free to reach out if you need helpful agents to respond to your customers quickly and create amazing customer experiences that will scale your business.