Chat has long been touted as a means to lower costs in contact centers. But in today’s marketplace that is a blind way to view chat. You must see that chat is a way for you to get more conversions and drive higher revenue while saving costs.
If you do not include getting more conversions in your chat strategy then your cost cutting focus will mask your sales loss dilemma.
Watch Dustin Yu of WebsiteAlive share how to get 3x more conversions using live chat. Click to Tweet
Make Sales Easier
We all know that excellent service drives greater sales. But if the ability to convert is not present, sales will be lost when providing excellent service. Customers want to do business (or more business) with you when they are supported well. But if you make that conversion attempt difficult for the customer and the agent, your success rate plummets.
I myself began to see a whole new perspective on chat when I met with Dustin Yu of WebsiteAlive in our interview at the PACE Association Conference. And it was magnified when during my research I found that the 6-Month average abandonment rate for website shopping carts currently stands at 77%. What a huge opportunity!
The Right Mindset
Developing sales from service has been a desire for contact centers over the past several years. But most fail because of cross-mixing or trying to implement a sales culture into a service culture. Providing service is a different mindset, yet can generate a significant amount of sales when designed properly. The minds at WebsiteAlive appear to understand the nuance of converting service into sales and delivering a better customer and agent experience.
WebsiteAlive is a fast and forward thinking software developer and online communications provider, dedicated to developing the most flexible and agile innovations delivered in a straightforward and streamlined approach. Since 2004, our feature-rich, industry-leading, and award-winning Live Chat and Click-To-Call solutions — Alive Chat and Alive Dial — are being used to meet and greet website visitors, answer questions, increase leads and close sales. Used and trusted by more than 11,000 web and mobile sites, WebsiteAlive prides itself on its innovation, simplicity, flexibility and value that help Internet-based small, medium and large businesses and organizations thrive. Source: Company LinkedIn Page
Live Chat Accesses Customer Emotions
In an article titled 5 Reasons Why Live Chat is The Untapped Potential for Your Business by Lior Levin, he shares that live chat provides immediate access to customers’ pain points.
When customers use live chat, they’ll try to ensure that a product will perform as advertised or that a promotion will provide the discount they want. In addition, as live chat representatives talk to customers, they can find out ways to improve a company’s products and services.
By leveraging emotional intelligence in your customer experience design you will be able to more readily evoke your most desired customer response. What Lior presents is a substantial trust building opportunity in the customer journey by using live chat.
Live chat allows you to access customer emotions for great customer experiences. Click to Tweet
When you ethically and genuinely focus your “to serve” mindset, trust can be a significant revenue generator. Now for those organizations that negatively exploit this trust factor, you can be assured their customer reviews will undermine every element of trust they try build.
Can your Grandma Convert sales using Live Chat
Is your live chat process and tools so simple that your grandma could do it? It’s seems crazy to consider but isn’t a more simple effort desired by customers and agents?
“Can your grandma convert sales using live chat?” Click to Tweet
Decreasing cart abandoned rates and converting on service has the potential to deliver double-digit revenue increases. If that’s of interest to you then you might want to contact Dustin You: dustinyu [at] websitealive.com.
Join me on the Fast Leader Show Podcast
Listen to the Fast Leader Show now. It’s an energizing docuedutainment (don’t look it up I made it up) podcast released each Wednesday and hosted by Jim Rembach. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. You’ll learn how to become a better leader (faster) through their stories by improving your employee and customer engagement through the power of improving your emotional intelligence. Get more human-centric and move onward and upward…faster.
Jim Rembach is the Editor in Chief of the Customer Service Weekly and it’s Podcast host. He is President of CX Global Media and the creator of the Call Center Coach Virtual Leaders Academy. As the host of the Fast Leader Show Podcast, he has interviewed hundreds of experts, authors, academics, researchers, and practitioners on various angles, viewpoints, and perspectives for improving the customer experience. He has held positions in retail operations, contact centers, customer support, customer success, sales, and measured the customer experience. He is a certified Emotional Intelligence practitioner, Employee Retention Specialist, and recipient of numerous industry awards.