INCREASE SALES THANKS TO CHAT ON THE SITE
Online chats have become an integral part of the experience of buying many e-commerce sites, but not only. Many research indicates that real-time interaction with users can also greatly increase conversions. Here are some tips if you are willing to start the chat on your project too.
First we clarify that starting an online chat is not simply install a plug-in on Magento or Prestashop (in fact I will not name any) and assign the unfortunate colleague who "has more time during this period".
Managing an online chat requires knowledge of the products and services offered, a good dialectic, quick response times but also careful evaluations and lots of patience. But let's see some quick tips to optimize the management of your online chat.
1. Know your business well
This is a fundamental point and can not be underestimated! More than anything else, if you want to entertain a conversation that culminates with the user who makes an order, whoever is on the other side expects you to know the life of death and miracles of your business. The user must understand which services or products you offer, what are the prices and what are the best conditions for your specific needs.
2. Understanding customers
The sale of products, as well as services, requires that the needs of customers be understood as far as possible. In the context of online sales it is necessary to understand what moves the visitor to your page, which are the most attractive pages, such as the reference ones and the most relevant keywords.
If you are managing an online store you must pay particular attention to the abandonment phase of the cart and try to understand what are the reasons for this phenomenon. So if you're chatting with your customers (or potential customers), try to ask them some "open" questions that are not just for sale. You could get a value (feedback) well above that of the sale itself.
3. Choose the right time to start a chat
Not all visitors are the same. Some of them are just browsing for curiosity, some are being compared while some others are ready to buy, but maybe they do not have clear ideas yet.
When and if you decide to send the invitation to a chat, do not send it to anyone on your site, just because it's been there for a few minutes. If the chat system you have chosen offers it, use the monitoring features and address only a specific target of customers, but maximize your efforts.
Take for example a person on a certain page produced for some time, but who has not yet clicked on the "buy" button ... here, this is the right person who has high chances to convert and with which it is convenient to start a chat.
4. Do not be too pressing
Taking the initiative and being pro-active is therefore good, but exaggerating could be just the opposite. Because of the nature of the chat, we can not see the user in the face or interpret the body language. Therefore those involved in assistance through the chat must be very sensitive to the answers given by users.
For example, if your polite question such as "Good morning, need assistance or more information?" On the other side should reign the frost, better to withdraw from the conversation without insisting. The chat will still be active and maybe later the user will be alive.
To conclude we can say that closing an online negotiation is not a question of luck, nor hidden practice but a skilful mix of actions, strategies, data analysis and why not an online chat dosed properly.
See you soon. Bye
