It’s been proven that a live chat software can increase your conversion rates. However, it’s important to know that there are some things you should avoid when implementing a live chat. These include:
Betterment Uses Proactive Chat Invitations to Engage With Top-tier Clients
Proactive chat can be a powerful tool. It can provide a personalised, albeit automated, experience for your customers. When used correctly, it can enhance your overall customer experience while reducing churn. And with a 14 day free trial, you can get started without breaking the bank.
In short, proactive chat provides an opportunity to interact with your customer base when it is most convenient for you. Whether it is a sales rep trying to close a deal or a customer looking for some quick answers, it can help you out. The best part is that it can also be incorporated into your existing workflow to improve productivity and deliver a more personal experience to your clients.
Betterment, the leading online investment advisory, is a great example of how you can make a smart use of this technology. They are using proactive chat to guide their customers through the investment funnel. This can be a confusing process to say the least, and they have the tools to help you do it better. By implementing a chat system that identifies when a customer needs some assistance and sends them a personalized message in the blink of an eye, you can improve your bottom line.
Betterment isn’t the only company to benefit from the power of proactive chat. Canyon Bicycles uses the technology to engage with customers worldwide. Using intelligent chat routing rules, it can ensure that your support reps are always available to handle inquiries. You can even customize your own proactive chat buttons and templates for a more personalized experience. Whether you are a Fortune 500 company or a small business, proactive chat is a powerful tool that can help you meet your goals. With a proactive chat system in place, you can take advantage of the opportunities in front of you and deliver an exemplary customer experience.
LiveAgent is an excellent tool that allows you to implement a sophisticated, scalable solution that can transform your customers’ shopping experience. Whether you need to increase sales, build confidence before making a purchase, or just need to provide some helpful hints, LiveAgent has what you need.
Wells Fargo Has Double-digit Increase in Conversions by Implementing Live Chat
When Wells Fargo started integrating live chat on its website, conversion rates increased by double digits. This is a great example of how the combination of approachability and human interaction can boost customer satisfaction and engagement.
The Internet is changing the way consumers do business. Banks are increasingly incorporating self-service features into their websites. Consumers are less likely to trust a bank when they feel they’re not getting the personal touch. And when they don’t feel like they are getting the personal touch, they’re more likely to abandon the transaction. Using a live chat option on your website can help you keep customers engaged, and give you a competitive edge.
Wells Fargo was a pioneer in the use of online chat. It had suboptimal applicant approval rates, and wanted to add a personal touch to its shopping experience. By integrating live chat, they increased their home equity conversation rates and customer satisfaction scores. In 2007, the company began using Netop Live Guide, a video chat service that allows banks to view customer desktops and assist them remotely.
When Wells Fargo implemented the Netop Live Guide, the bank received a 1,000% reduction in bounce rate and a double-digit increase in conversions. These results are due in large part to the fact that a live representative was answering queries and providing assistance. Not only did they get answers to questions, but they also received discount coupons and other helpful information.
Another benefit of a live chat service is that it allows you to communicate with your customers without them being overheard. They can have a conversation and discuss sensitive information, such as credit card information, without their concerns being overheard by others. A quality live chat software solution will include reporting for customer activity. You can use these reports to identify areas that need management attention, and to design new products and training initiatives.
While financial institutions are implementing live chat technology and other new technologies, it’s important to keep in mind the need to keep customers engaged. For instance, customers who run into a problem online will abandon the transaction and go to a competitor’s website.
Don’t Use Live Chat on Checkout Pages
When you’re considering using live chat, you may want to think about where you’re going to place it. The checkout page is one common area where you don’t want to place a chat box. This is because you don’t want to interrupt your visitor. However, live chat can be very useful for other parts of the website.
For instance, if you have a pricing page, this is a good area for a chat. Customers often have questions about the price and how to purchase. It’s important to answer these questions quickly. If you don’t, you may lose customers.
Having a live chat on your checkout page can also be beneficial for cross-selling and up-selling. This is because a customer is already halfway through the purchase process. You can then offer them complementary products that they might be interested in.
If you want to make sure that your customers don’t abandon their carts, you should always ask them if they need help. You can also get more information about their questions by asking them to provide their name and email address.
The more you know about a prospect’s needs, the better off your sales will be. Even though you’re not going to be able to fix every issue, being able to help them out is a great way to build relationships with your customers.
In addition, being able to quickly resolve problems can make your customer happy. As a result, they’re more likely to buy again. Also, it can increase your overall conversion rate.
When you’re thinking about where to add a chat widget, keep in mind that you don’t want to have to constantly interrupt your visitor. To do this, you can only show your live chat on certain pages. Such pages include the pricing page and the user management panel.
One way to speed up your live chat is to include a list of saved replies. This will free up your support staff’s time. That’s why it’s a good idea to have a small team that can respond to customers within a short period of time.
Live chat can be a powerful tool to improve your business. While it can be a challenge to find the right place to incorporate it, it’s definitely worth it.
