By Amanda Roosa
You’ve got a live chat widget on your website and you’re ready for the first few chats to come in. You log into your instant messaging client, and you wait. And wait.
But nobody’s chatting!
Simply placing a live chat widget on your website is no guarantee that anyone will use it. Your visitors may not even notice it’s there.
Increasing the number of live chat interactions can increase your company’s conversions and brand awareness. It can also help you glean information on what your customers think and experience when they visit your website or interact with your products. And when you know more about your customers’ needs, you can improve your business all around. In order to increase the number of chats you receive—and subsequently your conversions and engagement—you’ll need to take a few steps to make the most of your chat.
However, it’s important to keep in mind that not all chats are good chats—we want to increase certain types of conversation and minimize others. For example, you’ll most likely want to increase conversations relating to:
- Sales of your product or service
- Technical support and quick fixes
- Queries from existing customers
- Chats from prospective clients looking for custom quotes
At the same time, we need to minimize certain chat requests that might be:
- Contact from anonymous, and potentially abusive, users
- Requests for free samples
- “Noise”, such as people posting test messages
With that in mind, let’s look at some of the most efficient ways to increase live chat engagement on your site. Some of these tips only take seconds to implement but can make a real difference.
Customize your chat widget
One of the simplest ways to increase chats is to make your chat widget more inviting. That means playing around with introductory messages and labels you use on the chat bar, as well as branding your chat widget to match your company. A simple change in wording could be all it takes to make your live chat widget more appealing to a new visitor. Personalization creates a better customer experience and adding real photos of your agents helps your visitors know who they’re talking with before the chat begins.
Proactive chats from your agents
When 83% of online shoppers need support to complete a purchase, it’s important to make the most out of live chat and reach out proactively. Laura Shear writes, “The truth is, we humans are notoriously bad at asking for help. We may need assistance, but unless it’s easy to come by, many of us simply won’t raise our hand. With proactive live chat, agents can jump in as a resource at just the right moment, turning a potentially fruitless online experience into a win-win.”
When you’re logged into live chat you’ll see constant updates displaying the number of visitors on your site, the page they’re on, and the number of pages they’ve visited. Try initiating chats with people that have been browsing your site for a while. Remember: tailor the opening message to the content of the current page to avoid irrelevant Go to the full article.
Source:: Business 2 Community