How to optimize live chat sales

By: Michael Brentow


Now, more than ever, companies have to provide full support to potential customers when they are on their online stores. Online channels have become more and more popular and besides e-mail and phone support, customer support chat is a great tool that should be implemented by all online businesses. However, chat platforms need to be efficient and supportive, meaning businesses must optimize live chat sales.

First, it is important to emphasize how much difference customer support chat makes for an online business. It is the best way of offering instant communication and offers the greatest satisfaction rate. Many visitors prefer using the chat as they get instant response, they do not have to wait for an e-mail and some do not want to make a phone call, they rather type their questions. Live chats are quick and simple to use, they do not require installing any software and customers can simply use it on their devices, with no need to open additional platforms, such as their e-mail account.

Companies that want to optimize live chat sales have to consider training their agents, making sure they know how to communicate effectively with clients and what words to use. Optimizing live chat is a continuous process and through which, agents need to have access to the visitor’s browsing history and other tools that are of great help. When they are trained properly and when the platform is rich and intuitive, agents can offer better support, more relevant and accurate. In the end, everyone gets to benefit from this, as visitors become customers and companies gain more revenue and customer loyalty. Who wouldn’t like to have customers that keep returning and who make further recommendations?

On many occasions, visitors are not convinced about making a purchase or adding other items in the shopping cart and live chat agents can take advantage of this and capture their attention fast. They can guide them through the process and eventually convince them. All businesses are different, and it is important to understand them and their clients to come up with the right solution for chat optimization. It is definitely not an easy process, but it can be done without question. Solutions exist and what matters is choosing the right ones, so that your time and money, as a company, go in the right direction.

Businesses need to understand that implementing live chat within their online platform is not enough, it has to work and respond efficiently. Many have robots behind the chat that give generic responses, but visitors do not always appreciate them. Nothing compares with discussing with a genuine agent, a person that understands what each client wants and knows what answers to give. Businesses cannot afford losing too many customers and live chat optimization wants to help avoid this situation. Finding a reliable provider with valuable insight and solutions is highly recommended and you can always start by looking online.

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Have you implemented customer support chat already? If you feel it is yet not effective, perhaps you should optimize live chat sales and benefit from all the features the platform offers.

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