Post by ruhaimaromana22 on Nov 3, 2024 21:20:19 GMT -12
According to our data, 50% of website visitors turn to chat if they have questions, because it is a quick and familiar way to clarify information about a product, price, delivery, and more.
In addition, according to a study by Anderson Consulting, 62% of users buy more if the site has a chat window.
A well-written script and good sales skills of the operator will not only help with any questions as quickly as possible, but also encourage the site visitor to buy "here and now".
It is also worth remembering that the social media marketing service effectiveness of the chat for the site is affected by the functionality of the service you use.
In September, we launched a free tariff with a chat for the site for 1 operator. In this article, we would like to tell you more about the capabilities of our free chat and how it can be useful for business.
1. Fits organically into the content of the site
You can design the chat in your corporate colors and choose the position of the widget so that it fits easily into the content of the site. In addition, to increase user trust in your operators, you can add a photo of the employee, their position and name or nickname.
2. Increases conversion into requests and sales
Chat on the site is a quick and already familiar way for visitors to clarify information on a product, price, delivery and other issues that usually interest them. And to make users more willing to write in the chat, connect engagement scenarios. They automatically appear on the page in accordance with the specified settings, for example, if a person wants to leave the site.
Tell in the message about current promotions or the arrival of a new collection, include a call to action in it and encourage the potential client to clarify the information with the operator.
3. Increases the speed of communication
Communication in online chat requires a high response rate, since the user can close the site at any time and go to competitors. According to the Service Level standard, 80% of chats in contact centers should be accepted within 20 seconds. Therefore, operators need to quickly respond to new messages. Although each company chooses the average response time in the chat, we recommend setting the indicator to no more than 60 seconds. This is the optimal time for the user to wait for a response and not close the dialogue.
If the operator does not have time to respond immediately, then you can use hold scenarios. The system automatically sends a message to the chat asking to wait a little, and that the operator will respond soon. This allows the user to understand that their message has been seen and they will soon receive an answer.
To maintain a high response rate, the LiveTex application for working with requests (the operator's workplace) has message templates, hot keys, a timer, and sound push notifications about a new request, as well as a client card* for quickly changing the communication channel.
The operator's application is available in both desktop and mobile versions to always stay in touch with clients.
4. Helps collect client data.
Set up pre-chat fields to find out the user's name and contact information in advance. In your LiveTex personal account, you can independently select the necessary fields to fill in.
This will allow the operator to make communication more personalized, and marketers to collect a contact base for future advertising campaigns. 5. Provides performance analytics** In the LiveTex personal account, you have access to statistics on key performance indicators of an employee in the channel: average response time to the first message and overall dialogue duration, processed/unprocessed messages, queued requests, etc. For ease of analysis, you can set up filters for various parameters, as well as download reports on the channel and operator in csv format. You can analyze the operator's work by studying the history of dialogues. This will allow you to understand the main customer objections and the employee's ability to close them. To understand which topics are the most popular, use tags.
In addition, according to a study by Anderson Consulting, 62% of users buy more if the site has a chat window.
A well-written script and good sales skills of the operator will not only help with any questions as quickly as possible, but also encourage the site visitor to buy "here and now".
It is also worth remembering that the social media marketing service effectiveness of the chat for the site is affected by the functionality of the service you use.
In September, we launched a free tariff with a chat for the site for 1 operator. In this article, we would like to tell you more about the capabilities of our free chat and how it can be useful for business.
1. Fits organically into the content of the site
You can design the chat in your corporate colors and choose the position of the widget so that it fits easily into the content of the site. In addition, to increase user trust in your operators, you can add a photo of the employee, their position and name or nickname.
2. Increases conversion into requests and sales
Chat on the site is a quick and already familiar way for visitors to clarify information on a product, price, delivery and other issues that usually interest them. And to make users more willing to write in the chat, connect engagement scenarios. They automatically appear on the page in accordance with the specified settings, for example, if a person wants to leave the site.
Tell in the message about current promotions or the arrival of a new collection, include a call to action in it and encourage the potential client to clarify the information with the operator.
3. Increases the speed of communication
Communication in online chat requires a high response rate, since the user can close the site at any time and go to competitors. According to the Service Level standard, 80% of chats in contact centers should be accepted within 20 seconds. Therefore, operators need to quickly respond to new messages. Although each company chooses the average response time in the chat, we recommend setting the indicator to no more than 60 seconds. This is the optimal time for the user to wait for a response and not close the dialogue.
If the operator does not have time to respond immediately, then you can use hold scenarios. The system automatically sends a message to the chat asking to wait a little, and that the operator will respond soon. This allows the user to understand that their message has been seen and they will soon receive an answer.
To maintain a high response rate, the LiveTex application for working with requests (the operator's workplace) has message templates, hot keys, a timer, and sound push notifications about a new request, as well as a client card* for quickly changing the communication channel.
The operator's application is available in both desktop and mobile versions to always stay in touch with clients.
4. Helps collect client data.
Set up pre-chat fields to find out the user's name and contact information in advance. In your LiveTex personal account, you can independently select the necessary fields to fill in.
This will allow the operator to make communication more personalized, and marketers to collect a contact base for future advertising campaigns. 5. Provides performance analytics** In the LiveTex personal account, you have access to statistics on key performance indicators of an employee in the channel: average response time to the first message and overall dialogue duration, processed/unprocessed messages, queued requests, etc. For ease of analysis, you can set up filters for various parameters, as well as download reports on the channel and operator in csv format. You can analyze the operator's work by studying the history of dialogues. This will allow you to understand the main customer objections and the employee's ability to close them. To understand which topics are the most popular, use tags.