Implementing Live Virtual Chat

As you know, the world of internet marketing is pretty cut-thoat. Webmasters constantly search for new ways to drive quality traffic to their websites. However, getting customers in the virtual door is only the first step. Once a visitor hits your site, it is essential that he turns into a lead. Installing live chat support on your website can be an extremely effective tool to help you convert traffic into sales, and build lasting customer relationships. Internet users have notoriously short attention spans, and consumers will quickly jump to a competitor’s site if their questions aren’t quickly answered.

When a customer engages a chat agent in conversation, it typically indicates that he is ready to buy. It is crucial that you can respond quickly, and convert him into a customer. Likewise, many would be customers of e-commerce sites frequently build a shopping cart, but bail out at the last minute for presumably unknown reasons. The live chat option can also improve your conversions among users who never take advantage of the service. The mere presence of a virtual employee can help your business improve its image by appearing professional, and possibly, bigger than you really are. There is an abundant amount of research that shows that website users are more likely to complete purchases of products or services when live support is available to answer their questions.

So, how do you resolve your abandonment issues and increase conversions? You should be able to implement live chat support by following a few basic steps:

Software

First, you will need to implement live chat software on your website. A quick Google search will provide you with a plethora of options. You should be able to procure chat software for roughly $30-40 per month, with many providers offering a free trial. Some options provide keyword recognition, so your visitor will get a customized greeting based upon their query. There are also free options available, but as with any other type of open source software, there will be minimal support. Take this route only if you are confident in your technical ability to resolve issues should they arise. We can assist with implementation.

Virtual Employees

Second, you will need to ensure that someone is available to respond to potential queries. You can do this personally (not recommended), assign the responsibility to someone in your organization, or you can hire a virtual chat operator.

There are numerous call centers in India and the Philippines that can provide 24/7 online customer support at a low cost. It is important to note that your virtual employee will represent your business and brand, so do your due diligence before engaging an outsourcing company. Pricing can vary widely, so be sure to get a good estimate on both price and value.

Despite the fact that your agent will work remotely, you will have control over your chat operators workload and schedule. Find an agent that is proficient in English, is friendly, and can type at least 25 words per minute. Like most sites, yours probably has peaks and troughs in terms of traffic. Many virtual employees can also second as data entry assistants, so if it fits your business, source an agent who is also capable of effectively completing other tasks.

Testing

Test the software before launching to be sure that everything is working properly. Once you are satisfied that it is up to snuff, work with your agent by role playing frequently asked questions. The amount of training you provide is entirely up to you. Help your agent get a better understanding of your business, and show her how to easily access answers to common questions. Keep in mind, your virtual employee is an employee like any other in the sense that there will be a slight learning curve.

Ready to Go

Now that you have implemented online customer support, you should recognize:

• A true 24 hour, 7 days a week online service
• Better shopping cart follow-through
• Improved customer retention
• Increased sales through cross-selling and up-selling

Please contact us today for more information.

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