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How to use Live Chat for customer service and lead conversion
Most customers today have interacted with live chat on a website, and if you're here, you've likely used our live chat feature (located at the bottom right of the screen).
Live chat isn't just a tool for enhancing customer service; it can also significantly boost your conversion rates. By allowing direct communication with potential customers at the moment they're most interested, live chat can turn more website visitors into paying customers.
As a provider of outsourced live chat services (yes, a bit of self-promotion here), we've assisted numerous companies in implementing and optimizing this feature to enhance customer support and increase leads.
In this blog, we’ll share tips from our experience on maximizing the benefits of live chat, and perhaps convince you to start a 7-day free trial of our service.
One of the main reasons customers favor live chat is the immediate answers it provides. To meet their expectations for rapid responses, avoid making them wait. Even a brief holding message can reassure them while they wait for a more detailed reply. Personalize your interactions by addressing customers by name, which is easier with managed live chat rather than automated systems.
If a customer is using live chat for the first time, request their name and contact details at the start. This practice not only ensures you have their information in case the chat disconnects but also allows you to send them a chat transcript for their records.
This is something else we can help you with and is something our customers find valuable.
Offering live chat outside regular business hours is a valuable service that many of our clients appreciate. Since customers may not be able to browse your website during standard 9-5 hours, an out-of-hours chat function (whether managed in-house or outsourced) helps you engage with them when it’s convenient for them.
This extension of service hours can lead to more opportunities to address queries and convert leads over a longer period.
Live chat options generally fall into two categories: passive, where users must click to activate the chat, and proactive, where the chat feature automatically initiates.
In our experience, proactive live chat tends to engage users more effectively, as it initiates the conversation and offers assistance.
You can experiment with when and where the chat appears - whether immediately, after a delay, when the user reaches a certain point on the page, or if they show signs of leaving your site.
Testing different approaches will help you find what works best for your business.
We recommend using live chat with real human agents instead of relying on AI chat functions. For this approach to be effective, ensure your in-house team receives thorough training on how to use the live chat system and provide valuable customer support. Proper training is crucial to maximize the benefits of live chat.
Alternatively, outsourcing live chat can be more cost-effective. This approach eliminates the need for salaries and reduces the burden on your existing staff, allowing them to focus on their core responsibilities. Outsourcing also provides access to experienced chat agents who can handle inquiries proficiently.
If you choose to explore this option, our 7-day free trial could give you a glimpse of how an outsourced team can enhance your live chat experience.
While live chat is a feature on your website, it shouldn’t function in isolation.
To maximize its effectiveness, integrate it with your sales, marketing, CRM, and customer service systems.
Connecting live chat to these platforms allows your sales and support teams to access essential customer information and previous chat interactions, enabling a more personalized approach to future customer interactions.
Predefined responses are often used in AI-powered live chat systems, where automated replies are based on a set list of pre-written answers. Instead of directly addressing customer inquiries, these responses select the most likely answer from a predetermined list.
The drawback is that this approach can be limited in handling specific or complex questions, potentially redirecting users to call for further assistance, which undermines the purpose of live chat.
However, if your goal is to handle common questions efficiently and reserve more detailed or sensitive queries for direct communication, using predefined responses can be effective.
Live chat requires continuous attention rather than a one-time setup. Regular monitoring and evaluation are crucial for enhancing its effectiveness and ensuring it meets customer needs.
Review the types of questions received and the responses provided to confirm that your agents have the necessary information to offer accurate and prompt replies. Additionally, assess how interactions are handled to identify areas for improvement.
Consistent oversight of your live chat will support long-term success, enhancing both customer service and online conversion rates.
While we advocate for the effectiveness of live chat with real people handling inquiries, there are benefits to incorporating automation as well. Automated chat functions can help guide users through your site and address common questions efficiently. However, they often fall short in delivering the personal touch that many customers seek.
If you choose to use automated live chat, it's important to strike a balance. Opt for solutions that blend automation with personalized responses to ensure a more engaging and tailored customer experience.
Live chat can be a powerful tool both for customer service and lead generation.
By using proactive and personalized responses you can create an effective resource that can engage customers and prospects right when your company is in the front of their mind.
Providing this engaging level of customer service online can help drive better customer service and lead generation through your website.
If you want to see whether live chat would benefit your website, why not get started with a 7-day free trial of YourReceptionist’ managed live chat?
We’ll get everything set up and build the extensive FAQ and knowledge base we would for every client and get to work engaging your website visitors and showing you the value of having live chat as a main part of your online customer service and lead generation efforts.
