Post on 21-Jul-2020
How to turn your website traffic into sales using live chat
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Hi, I’m Bryant
Founder at Ink Sauce
For 5 years – I helped manage a growing print and sign shop. We grew that business from $500k to over $1mil in annual sales in 4 years
I’ve spent the last 4+ years helping shops improve their businesses with management software
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Hey, I’m Seán
Head of Marketing at The Chat Shop
Over 7 years experience in creating high-performing live chat and chatbot programs for businesses focused on growth in 13 industries
We’ve built the world's best live chat team
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Today we’ll be
Helping you to understand how to take you can use live chat to:
• snowball your sales
• drive higher marketing ROI
• turn chat into a revenue engine
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77% of consumers rate “valuing my time” is the most important part of customer experience and purchase.-Forrester
We live in the on-demand world
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Your challenges
Pricing your work – your signs, screen printing, digital printing – so you’re making profit
Managing all your jobs in production and make sure deadlines are hit
Preventing mistakes and stop jobs from slipping through the cracks
Taming your shop workflow so that it’s not pure chaos
Hiring and training an effective team
These are super important, but what’s the biggest killer of small, but growing shops?
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Most shops fail from lack of sales
How do you grow your sales?
And how do you do that profitably?
In a super competitive market?
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The three ways you can grow sales
1. Increase the number of customers that pay you
2. Increase the amount each customer pays you
3. Increase customer retention and reconversion
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Speed wins
Responsive and personal
If you can help find your customer find the solution faster than the other guy, then you’ll convert more sales
Live chat is the channel for on-demand, human to human conversation with growth in mind
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What’s your most valuable digital asset?Your website
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This sound familiar?
• I need to find ways to boost results from our website, but it’s getting harder and harder to do.
• I’m worried about the money we’re spending driving traffic to the site, only for users to leave without getting in touch.
• I’m constantly asked to find new ways that allow us to do more with less and I’m out of ideas.
• We have resources taken up chatting, but I don’t understand whether it’s working.• I thought chat would help us, so we got it but I don’t know if the results we’re getting are good.
• I just want to grow the business. Who knew that would be so hard?
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Wasted time, money and effort
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Not just in ecommerce
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Why chat matters
Visitors that engage with your company via live chat are worth 4.5x more than visitors who don’t
Live chat leads to a 48% increase in revenue per chat hour and a 50% increase in conversion rate
The opportunity to turn customer contact into revenue, not cost
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What I’m sharing works
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What I’m sharing works
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But most people aren’t seeing these results!Technology doesn’t solve problems
Whether it’s live chat, email marketing, personalization, tracking etc
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4 proven strategies to snowball your sales by 50% using live chat
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1Focus on people
People options
1. Use you
2. Use your customer service reps
3. Use your sales reps
4. Find a specialist managed service provider (hi!)
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Customer service
Pros:• Probably already running chat
• Know customer service based questions
• Have access to post-sale systems.
• Are there to talk to customers and help
Cons:• Probably weren’t hired for live chat
• May not have had channel training
• Aren’t sales focused… sales may even be a dirty word
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Sales
Pros:• They’re sales people! They’re there to sell
• It’s them that’ll benefit (more leads/more SQL’s)
• They know the questions customers have before they buy
Cons:• They’re sales people! They’re there to sell
• They’ve probably not been hired or trained to sell on chat
• They may make their money on the phone or face to face (the 66% of time wasted)
• If you’re using an ecommerce platform, you may not have sales people at all
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Put people first
How to hire for your chat team:
• Don’t just pick people out at random
• What are the skills for chat? Screen against them
• Can they spell?
• Can they type 80 WPM or more?
• Are they incentivized to do well at chat, manage it consistently and engage on brand?
• Are they able to operate at the right time for your traffic?
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2Chat buttons: Your store representatives
Chat button
To maximize sales enquiries, do a few things with button design and placement:
• Language - Changing from “Live chat” to “Product advice”/ “Car buying advice” / “Personal stylist” / “Sales enquiries” / “Get a quote” / “Sign consultant” / “Tee-shirt consultant”
• Placement - Consider removing it from the Contact Us page, FAQ page
• Proactive only - for sites with large volumes of existing users, look at removing the button, only chatting with people to through targeting
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3Use (good!) invites
Invitations to chat
Thinking back to the store… the second you enter the store, someone asks, can I help you?
The answer - NO.
The best salespeople strike after the buyer has browsed, shown some intent and asks a question to start the conversation
We can graft this approach to our chat sales process for maximum effectiveness
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How to make invites work: 3 R’s
Relevancy
Right time
Right message
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4 components to a successful invite
Understanding intent
Mirroring with language
Targeting based on data
Testing and refining
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Intent vs. chat
SITE AREA BUYER INTENT LANGUAGE KEY DATA LAYERS
Homepage Low Generic New/Returning visitor, Referral source
Category Medium Personal experience Category
Product High Matching to needs Product
Basket/Quote/Demo ON FIRE Urgency/Difficulties Basket/Quote URL, Exit Intent
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4What you say matters
The BIGGEST mistake
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Be their guide
YOU are the expert
If I want to buy an exhibition stand, you know the questions you need to ask me to filter out the possible options:
• Timing - when is the event?
• Size - what kind of space do you have allocated at the event?
• Purpose - what kind of event is this? trade show? university presentation?
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Lead with questions
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Comment and be real
This:
We’re opening a new business and I need some signage out front.
Sure, what kind of sign do you need?
Or THIS:
We’re opening a new business and I need some signage out front.
Wow, congratulations on your new business, I’m sure you’re excited. What kind of signs did you have in mind? Something temporary? More permanent?
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4 proven strategies to snowball your sales by 50% using live chat
1. Focus on people
2. Chat buttons are your reps
3. Use (good!) invites
4. What you say matters
Be human
Freebies
• Copy of this webinar
• Free live chat healthcheck
• Normally we charge $4,750 for this service review but you can get it FREE if you email me
• Free invitation to join the Secret Sauce Community (Don’t miss our AMA)
• Normally $249/year
• Exclusive AMA – Thursday April 4th 2:00 pm Eastern / 11:00 am Pacific
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Why people choose us
Q&A