Live chat can drive a significant amount of sales if you get the strategy right. A key part of driving sales is using automated invites effectively.
Live chat can drive a significant amount of sales if you get the strategy right. A key part of driving sales is using automated invites effectively. But if you get greetings wrong, you interrupt visitors and will lose a lot of sales. Not a good thing.
So what’s the right approach with live chat greetings?
We run 24/7 live chat to use for hundreds of e-commerce stores and have tested this across literally millions of chats. The right greeting strategy is simply a function of website engagement and getting the wording right to spark up a conversation.
In this post, I will walk you through the key parts of our greeting strategy that you can apply easily on your site.
The first step is to figure out the right timing for a chat greeting to pop up.
You basically need to predict when someone is going to abandon and engage with them automatically before that happens. But much sooner than an exit popup.
The best way to do this is to analyze Google analytics to figure out a model to see when someone abandons what the typical pattern is.
You can test the exact wording of the greeting that feels best for your brand, but what’s most important is to have it be non-salesy, low pressure, and not to make it personalized.
For example:
You can test the exact wording of the greeting that feels best for your brand, but what’s most important is to have it be non-salesy, low pressure, and not to make it personalized.
For example:
What we have seen work best is some variation of:
“Hi. Just wanted to let you know I’m online. Do you have any questions I can help with?”.
When you get the timing right and use a question like this, it will lead to a lot of responses of “Actually yes...”, and then they ask their question. That’s when you know you have it tuned right.
Even if your timing is a little off, having a low-pressure clearly helpful greeting like this will avoid interrupting visitors with sales spam and causing them to leave.
If you’re already running live chat, they should be easy to test in your software. Use the automatic invites or greetings section, configure the wording, and try different timings based on what you see in Google Analytics.
If you’re not using chat yet, you should be. Visitors that chat convert far higher than visitors that don’t. You can save a ton of abandoned check outs and you can drive average order value and subscriptions significantly with chat.
Happy to discuss about your specific greeting questions and how to get this right on your site in a Strategy Call.
If you’d like to see our approach to driving live chat conversions, check out the video at www.helpflow.net/lp/video-overview
HelpFlow can drive sales by having our team of human agents available on live chat 24/7 to predict and save abandons before they happen, proactively reach out and engage with visitors via SMS and email after they abandon, and by answering visitor questions live on your website to convert visitors.
Learn MoreHelpFlow can drive sales by having our team of human agents available on live chat 24/7 to predict and save abandons before they happen, proactively reach out and engage with visitors via SMS and email after they abandon, and by answering visitor questions live on your website to convert visitors.
Learn More