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Be sure to read through to the end as you’ll see more advanced techniques towards the end of the post.
When customers chat with chat agents, they pick up useful information they may want to keep in their records.
Keep in mind that your chat agents are likely to be handling multiple conversations at the same time, so anything you can do to help them multitask will help.
Action: Ensure your chat software is set up so that your agents can see a customer’s words as they type, and issue an alert when the customer has hit the “send” button.
It has been suggested that live chat is the only way to provide real human interaction during an online purchase.
In other words, customers need questions answered and a sense of reassurance that can be provided only through live chat.
In the book, Rethinking the Sales Cycle, John Holland and Tim Young identify a sense of risk as being the most prominent emotion present in the final stages of the buying cycle.
Unfortunately, it’s difficult to help customers through this stage when they see nothing more than a computer screen. Live chat allows your agents to help mitigate that sense of risk by providing reassurance and a sense of value in the product being purchased. Below are 25 tips to help you get started with live chat.
Action: Put your chat agents through the same preliminary training programs as the salespeople.
Live chat has been around for more than a decade, but only recently have companies discovered its profound effect on website conversion rates.
A recent e Marketer paper cited live chat as being directly related to 38% of online purchases.
Customers won’t always initiate the chat conversation, so you will need to proactively identify individuals who may need help and then raise the chat window with them.
Customers may refuse the offer to engage in live chat, but this is not bad.
Your chat agents should be considered an in-house sales and support department, and as such, they should understand all product lines within your organization.