August 5, 2021

How to Gain Valuable Insights from Chat Conversations

Whether you are just getting started or you’ve been running your business for a while now, you have to keep improving to stay relevant. At a point, you can have so much data that you feel...

Jon Tucker
CEO HelpFlow
How to Gain Valuable Insights from Chat Conversations

Whether you are just getting started or you’ve been running your business for a while now, you have to keep improving to stay relevant. At a point, you can have so much data that you feel like you’re just drowning in information.

Unfortunately, a lot of companies tailor most of their recommendations to specific services only they can provide that may not actually be good for your business model. Also, you might not know which of your ideas you should prioritize, so you end up feeling discouraged.

Ultimately, your customers are the ones who will benefit the most from you improving your services. By using live chat, the visitors of your website can engage with your company. A live chat service can be a window into the minds of your customers.

At HelpFlow, we provide 24/7 live chat teams that you can easily integrate into your business model. Over the past 6 years, we’ve done millions of different chats for 100s of stores. We help our clients leverage various insights and information from actual chat conversations to actively take steps to improve their business. In this post, I’ll share with you some of the best insights that have produced phenomenal business growth for our clients!

How to Improve Category Pages

These pages help consumers understand what your products have to offer them. They can sometimes even be similar to your landing page. You need to keep a well-organized category page so potential customers can easily see how your product or service can help them solve a problem they’re having. For example, a client was able to promote their business with a live chat service.

We have a client selling very high-end gaming headsets, but the products on their category page all looked the exact same with a large price range that differed by hundreds of dollars.

The live chat showed the types of attributes customers cared most about through the chats. These attributes included the type of gaming, duration of gaming, hardware they use, etc.

This helped the client understand they needed to restructure their page to segment their products better and focus on these specific customer interests.

By using live chat, this client’s eCommerce business saw a massive leap in category to product page conversion which led to increased sales. That’s the goal!

Technical Issues at Checkout

You can plan as much as you’d like, but small glitches happen and that’s okay! Having a live chat feature on your website can help you figure out these issues quickly so you can handle them before they become a big problem for your business.

Picture this, you’ve already gone through the work of convincing this consumer that your product is what they need. Now they’re ready to check out, but the payment method they want to use is glitching on your website. Before you know it, you’ve just lost a potential customer.

Now say this happens numerous times throughout the day for about two weeks before someone finally leaves a comment on your website saying they can’t buy your services. How terrible would that be? A small issue has caused you two weeks’ worth of business. Using a live chat service would help you uncover this problem in just minutes!

As soon as the customer realizes this problem, they can turn to the live chat on your site and let you know about the issue. Now you’ve fixed the problem in minutes instead of weeks, so you don’t lose any revenue and your customers are happy with their new purchase!

How to Personalize the Structure of a Buyer’s Guide

A buyer’s guide helps you structure your site to mirror the thinking process consumers go through when deciding whether or not to purchase your product. With live chat, you can see this process and implement it into the sales objectives of your business. You need to give the right information in the right way to make sure potential customers are convinced that your product is the one for them. Here’s how we can help!

  • The sequence of how consumers ask questions through the chat shows you how their thought process works.
  • You can personalize the structure of your buyer’s guides by making the flow similar to your customer’s minds. This can also be in the form of a product recommendation quiz.
  • Your conversion rates will soar when your buyer’s guides and recommendations match well with the actual visitor messaging you see from your eCommerce live chat set-up.

Live chat is not just great for helping customers, it’s also a great way to help the business improve their site. It opens a window into the minds of your actual customers. You will drive more value for your business by regularly looking for trends within the conversations that can become tests to try on your website.

What’s Next?

We want to help you understand the behaviors and interests of your existing customers and new website visitors so you can better serve them. This will guarantee an increase in sales and a better revenue stream for your eCommerce business.

Are you interested in other ways to use this live chat to drive conversions and value for your business? Check out these other posts that will give you the insight you need to keep scaling your business to the top!

Your Store Needs a 24/7 Live Chat Team

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.

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Need Help Run CX Operations While Driving Revenue?

HelpFlow can help make your CX Operation world class.  We can also help level up every aspect of your business with insights from CX that drive higher revenue, lower cost, higher customer LTV and customer happiness.

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