How to Use Live Chat to Increase Sales Conversions

Brands can build customer relationships and increase satisfaction levels by effectively implementing live chat.

A study has shown that among all customer service channels, live chat is the most preferred at 73%, followed by email at 61% and 44% for phone.

Live chat has tremendous potential and can be used to cross-sell or up-sell an interested customer.

The Different Ways to Leverage Live Chat for Sales Conversion are…

1. In-depth Knowledge of the Company

Customer Service Executive can find the best suited product for the customers by being fully aware of company’s business and product portfolio.

2.Assess Your Business Hours Well

The business hours in a day which gets the maximum visitors must be designated to live chat session.

3.Personalize the Experience

Customer service agents must truly understand the customers.

Data that highlights customer purchase patterns, visit trends & preferences helps customer service agents understand the mindset of the customers.

This data can be used for tailor-made product recommendations for the customers which completes the personalized experience.

4. Time the Sale

It is crucial to know if a customer is simply sweeping over the website or if he is actually interested in the services offered.

Customer service agents must have access to effective session monitoring mechanism in order to contact the customer at the appropriate time.

5. Build Trust

A live chat session signifies to the customer that the company has a dedicated customer service agent to address his needs.

56% of respondents reported using live chat at least once to have a question answered. – Software Advice survey

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6. Be Proactive

The customer service agents must strike a conversation politely to make the customers comfortable so that they can clarify their doubts without reluctance.

7.Respect Personal Space

A customer may feel annoyed by the customer service agent’s badly timed and aggressive attempt to start a live chat.

8.Use the Right Language

The customer service agent must use simple language in short sentences while answering customer queries.

To achieve high sales conversion, businesses need to leverage the benefits of live chat by employing skilled customer service representatives.

Invensis provides Multi-Channel Call Center Support outsourcing services to leverage various communication channels for effective customer outreach.

Invensis’ Multi-Channel Call Center Support services include…

Phone Voice Call SupportEmail Response and ManagementLive Chat/ Instant MessagingMobile SMS/TextIVR

Invensis is an ISO 9001 and 27001 certified company and has served 200+ clients around the world.

To find out more about the services offered and benefits of partnering with Invensis, please contact us at sales@invensis.net