How To Increase Sales Using Live Chatpresented by:

Miles Hobson - The Chat ShopJacob Firuta - LiveChat

Introduction

How To Increase Sales Using Live Chat:

● Personalisation through live chat● Using chat greetings to save carts● Discovering customer pain points● Gaining trust with a customized chat

Miles HobsonInbound Sales Development ExecutiveThe Chat Shop

Website: www.thechatshop.comEmail: miles@thechatshop.comTwitter: @miles_hobson

The Chat ShopServices which enhance the benefits of live chat for your company.

● Customer Service● Lead Generation● Increase Conversion

LiveChatA real-time tool live chat tool for online sales and support.

More than 7500 companies use LiveChat daily to answer customer enquiries and increase sales.

Jacob FirutaCustomer Success ManagerLiveChat

Website: www.livechatinc.comEmail: j.firuta@livechatinc.comTwitter: @JFiruta

Personalisation through live chat

“59% of online shoppers believe that it is easier to find interesting products on personalised

eCommerce websites”

What’s wrong with automated recommendations?

What’s wrong with automated recommendations?

1. Recommended based on previous purchases

What’s wrong with automated recommendations?

1. Recommended based on previous purchases

2. Irrelevant to current visit

Why use live chat?

Why use live chat?

1. Timely recommendations

2. Recommendations customers want and may not have found

“Oh great, I didn’t realise that you offered ski hire”

Why use live chat?

3. Tailored service

4. Up sell/cross-sell

“We also offer a transfer service”

5. Combine with automated recommendations

How do I offer personalisation?

How do I offer personalisation?

1. Sales enablement

2. Sales through service

“That’s perfect! Exactly what I need”

3. Give customers time

Using Chat Greetings to save carts

What are greetings?

What are greetings?

What are greetings?

What are greetings?

How can I use greetings?

How can I use greetings?

1. Send short, customized messages.

How can I use greetings?

1. Send short, customized messages.

2. Reach visitors precisely when you need to.

1. Send short, customized messages.

2. Reach visitors precisely when you need to.

3. Offer help appropriate for the circumstances.

How can I use greetings?

How to save a cart with Greetings?

How to save a cart with Greetings?

“Can’t decide on particular items? Maybe I can help?”

How to save a cart with Greetings?

1. Time-based greetings for undecided shoppers.

1. Time-based greetings for undecided shoppers.

2. Proactively nurturing carts of certain value.

How to save a cart with Greetings?

“I’ll be happy to help if you have any questions about our wares.”

How to save a cart with Greetings?

1. Time-based greetings for undecided shoppers.

2. Proactively nurturing carts of certain value.

3. Help after a payment doesn’t go through.

“It looks like your payment didn’t authorize. Maybe I can help?”

Discovering customer pain points

What does it mean?

What does it mean?

1. Live chat is often used for customer service

2. Solve short term problems but learn from them

“I have no idea where to enter my card details”

What does it mean?

3. Discover customer pain points and improve customer experience

4. Increase conversions and repeat custom

“Repeat shoppers spend up to seven times more than first-time buyers per transaction”

Why live chat?

Why live chat?

1. Live chat is your website’s frontline

Why live chat?

1. Live chat is your website’s frontline

2. Conversations tend to be less formal/structured

3. Relationship can develop between agent and customer

How do I discover customer pain points through live chat?

How do I discover customer pain points through live chat?

How do I discover customer pain points through live chat?

1. Encourage agents to have a conversation

How do I discover customer pain points through live chat?

1. Encourage agents to have a conversation

2. Connect agents to decision makers

How do I discover customer pain points through live chat?

1. Encourage agents to have a conversation

2. Connect agents to decision makers

3. Make changes

Gaining trust with a customized chat

Why you should customize the chat window?

Why you should customize the chat window?

1. Blends in with the website design.

Why you should customize the chat window?

1. Blends in with the website design.2. Visitors know who are they contacting.

What customization options are available?

What customization options are available?

1. Pre-made or custom color palettes.

What customization options are available?

1. Pre-made or custom color palettes.

2. Logo and agent’s photo.

What customization options are available?

1. Pre-made or custom color palettes.

2. Logo and agent’s photo.3. Social media buttons.

What customization options are available?

1. Pre-made or custom color palettes.

2. Logo and agent’s photo.3. Social media buttons.4. Mobile icon display.

What customization options are available?

1. Pre-made or custom color palettes.

2. Logo and agent’s photo.3. Social media buttons.4. Mobile icon display.5. Custom CSS.

Next steps…

1. Set-up a knowledge base with potential customer needs matched to products

2. Create an internal suggestions@ email address for live chat agents to suggest improvements to decision makers

1. Don’t create greetings targeted at very wide audience.

2. Prepare a number of customized greetings aimed at particular groups of visitors, in particular situations.

Next steps…

Next steps…

Next steps…

Next steps…

1. Chat Greetings Efficiency Report – Your go-to source of information related to live chat greetings.

2. Custom chat window gallery3. Chat window customization in LiveChat

Resources

Miles HobsonInbound Sales Development ExecutiveThe Chat Shop

Website: www.thechatshop.comEmail: miles@thechatshop.comTwitter: @miles_hobson

Jacob FirutaCustomer Success ManagerLiveChat

Website: www.livechatinc.comEmail: j.firuta@livechatinc.comTwitter: @JFiruta