August 17

How To Increase Your Online Sales With Proactive Live Chat


Thanks to the internet, it’s now much more convenient for customers to make purchases. However, this convenience brings high competition to online products and services, as consumers are also able to easily compare brands, prices and features.

To make your website convert higher, you should consider the use of proactive live chat to capture the attention of visitors while they’re browsing, so that you can answer their questions and guide them through the buying cycle in real-time. The use of live chat has shown to be highly effective in increasing online sales, with 38% of consumers going through with a purchase because of the chat session itself.


Proactively engage with website visitors while they’re browsing

Live chat software like ours allows you to configure messages which will trigger to website visitors based on conditions you determine. Use this proactive technology to show popup messages to website visitors while they’re browsing. These popup messages should aim to engage the visitor in conversation by asking them direct questions relating to their current activity on the website.

For example, proactive popups could be configured to trigger “can I help you choose some running shoes?” when a visitor is browsing the running shoe section of your eCommerce store. Or, you could configure “are you looking to improve the ROI of your Facebook marketing campaigns?” when a visitor has been browsing the Facebook marketing page on your digital agency website for more than 40 seconds.

Questions like these are directly related to the website visitor’s current situation. This helps them to realise that you’re able to offer personalised, helpful advice, and as a result, they’ll be more likely to respond. These direct questions are much more effective than generic questions like “can I help you with anything today?”


Capture website visitors’ attention before they exit your website

Proactive live chat technology can trigger proactive popups on exit intent. This means that when the website visitor moves their mouse towards that exit button in their browser, they will be interrupted by a message asking if they need any help. One key reason why consumers choose to exit a website without making a purchase is that they aren’t sure about something and haven’t been able to find the answer to their question. Using proactive live chat, you can let them know that help is available immediately, should they have any questions. That last reminder that help is available may be all that’s needed for the visitor to ask questions and end up making a purchase.


Discover the customer’s wants and needs

Once you’ve engaged the website visitor in conversation, use questions to open up the conversation further and explore their needs. Discover what the customer wants, and help them choose the best product/service for their situation. Don’t list a ton of products – pinpoint the product you think would be best for them. You can even send the link to the product directly through the chat window, making it as easy as possible for the customer.

Gone are the days of untrustworthy sales tactics and trickery – consumers are much savvier and will see right through it, not to mention the ethical concerns. Instead, aim to build trust with the customer by having a genuine interaction with them, where you provide help without attempting to force a sale.

Ask questions such as “have you used a similar product to this before?” and “do you have a price range in mind?” to explore their needs and assure the customer that you’re able to recommend a product suitable for them.

The more you can build a relationship with the customer based on trust and genuine conversation, the more positive and confident they will feel in going ahead with a purchase.


Close the sale

Once you’ve helped the customer choose the product or service best suited for them, it’s time to ensure they go through with the purchase. Just because they have said they’ll purchase, it doesn’t mean they actually will. It may be that they change their mind or that they face problems during the checkout process.

You want to guide the customer through the remainder of the buying cycle and through the checkout process. Make it clear that you’re available throughout checkout with phrases such as “do you need any help completing checkout?”

If the customer starts to ponder, you can use urgency as a way of helping them make a decision. If the product in question is low in stock, for example, tell them that. It will help them to realise that now is the time to buy if they want to go ahead. Don’t try to pressure them into a purchase, though, as this will harm your relationship with that customer in the long run.

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