It’s been a while since I spoke about the importance of Live Chat for web conversions and online customer service. And I especially want to give a shout-out to the Boulder-CO-based vendor that my company mShopper uses for its live chatting.
Here is a Q&A (with myself, sometimes the best kind) that can Live-chat-Digital-marketing-best-practices help you decide whether it makes sense to add Live Chat to your arsenal of web conversion and customer service tactics:
Q: Who can benefit from adding Live Chat to their website?
A: Almost everyone. Makes lots of sense for websites that sell a product or service that is complicated, such as software, or is a considered purchase, like a home loan. Also makes sense for apparel Ecommerce Website where the company is bound to have lots of questions about how well the item will work with their specific needs.
Q: But don’t I need a team of service reps at the ready?
A: That would be nice, but it’s not necessary. Incoming chats can be routed to anyone in your company in a pre-set order of priority. And you can set it so that the chat is turned off (and users will see a different message) whenever you close your chat application (or a separate chat app if you keep your regular one open all day). So, even one person could handle live chat and then just disable it when they need to avoid distractions.
Q: What else can it do for my website visitors?
A: You can program the chat window to appear automatically after a set amount of seconds, and only on certain pages. These pro-active prompts can alert users to service issues and display unique helpful messages (or offers) to users who are on pages that your web analytics tell you to have high exit rates. (See this posting for info on the importance of web analytics.) Most chat applications also give users the option to call you, so it’s a great tool to generate inbound conversations.
Q: What kind of analytics does it provide?
A: More than you can imagine. I use it to look at chats by day, by chatter, and even which chatter has the fastest response time and shortest total chat length. The chat logs will tell where the user was located, what page he was on when he was chatting, and even what pages he visited during the chat.
Q: Why wouldn’t I try this out?
A: If you have a lot of web visitors that ask a lot of questions, you might get overwhelmed if it’s just you fielding the chats. In that case, it would be better to not offer the chat versus keeping your web visitors waiting.
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Here is a Q&A (with myself, sometimes the best kind) that can Live-chat-Digital-marketing-best-practices help you decide whether it makes sense to add Live Chat to your arsenal of web conversion and customer service tactics:
Q: Who can benefit from adding Live Chat to their website?
A: Almost everyone. Makes lots of sense for websites that sell a product or service that is complicated, such as software, or is a considered purchase, like a home loan. Also makes sense for apparel Ecommerce Website where the company is bound to have lots of questions about how well the item will work with their specific needs.
Q: But don’t I need a team of service reps at the ready?
A: That would be nice, but it’s not necessary. Incoming chats can be routed to anyone in your company in a pre-set order of priority. And you can set it so that the chat is turned off (and users will see a different message) whenever you close your chat application (or a separate chat app if you keep your regular one open all day). So, even one person could handle live chat and then just disable it when they need to avoid distractions.
Q: What else can it do for my website visitors?
A: You can program the chat window to appear automatically after a set amount of seconds, and only on certain pages. These pro-active prompts can alert users to service issues and display unique helpful messages (or offers) to users who are on pages that your web analytics tell you to have high exit rates. (See this posting for info on the importance of web analytics.) Most chat applications also give users the option to call you, so it’s a great tool to generate inbound conversations.
Q: What kind of analytics does it provide?
A: More than you can imagine. I use it to look at chats by day, by chatter, and even which chatter has the fastest response time and shortest total chat length. The chat logs will tell where the user was located, what page he was on when he was chatting, and even what pages he visited during the chat.
Q: Why wouldn’t I try this out?
A: If you have a lot of web visitors that ask a lot of questions, you might get overwhelmed if it’s just you fielding the chats. In that case, it would be better to not offer the chat versus keeping your web visitors waiting.
Are You Seeking For Top Seo Services Company In The USA Browse Our Website
Seo Services Agency In USA
Pay Per Click Advertising Company
Difference Between Web Designing and Development
