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How Can Live Chat Build A Better Sales Funnel?

author
Sam Suthar
CMO, Acquire.io
4 min read
How Can Live Chat Build A Better Sales Funnel?

In today’s ultra-competitive market you need to do everything you can to stand out from the crowd. In recent years, live chat has proved a popular technology to do this. Businesses are using it to build a better sales funnel and boost conversion rates.

Live chat is extremely useful, because if an online visitor encounters problems, they can immediately reach out to an available agent for support. Visitors will see the chat box popping up on the page, click it, and lodge their query to get real-time solutions from human operators. This helps build trust and encourage long-term relationships, increases sales, and gives you an edge over your competitors.

Generating sales online is an ongoing process. In today’s digital world, with so many options and questions to clear up, customers are increasingly willing to do proper research before hitting the buy button. This means that to convert prospects into paying customers, you need to implement effective sales and marketing strategies.

Excellent customer service goes hand in hand with good sales results, which can be significantly improved using live chat to quickly resolve any issues. With a better service and enhanced experience, customers are sure to come back for more. Instead of focusing on selling your products or services, aim to transform your regular purchasing transactions into enjoyable experiences.

Live chat in the sales funnel

The online sales funnel has seen significant progress. Shopping has changed — shifting from in-store to online. People spend more time exploring and comparing products online. Adding live chat to your website educates and empowers customers with relevant information. It starts with creating awareness among customers about your brand, to developing an interest in your product or services, finally leading to a decision process and the sale. Live chat is between the interest and decision stage of your sales funnel.

According to one study, over 81% of online shoppers conduct research before making any purchase.

People stopping by your site may have questions on their mind they want answered before purchasing, like — “Does this dress come in black?”, “I can’t find 3XL measurement, do you have it?”, “Can I get this before the holidays?”, “Will this ring fit me?”.

Maybe it’s information about your product, services or brand, or perhaps they just want to know whether your product meets their needs. Whichever it is, these are some of the more simple transactional questions that your team must answer (or find the answer to) quickly.

To boost sales with live chat, customer service representatives should plan the marketing strategy and should be aware of all the products and services they are offering. It can help your employees provide the service your prospects seek. Live chat helps generate more sales and fulfills customer expectations.

Here are a few ways live chat can help you build a better sales funnel:

Educate, engage and sell

Every company wants to boost their sales and revenue and take their business to the next level. Live chat is a great way to do this through educating, engaging and showing your value to prospects. Regardless of how you implement live chat, launching your business as an authority of trust and source of education is key to establishing your brand in this information-hungry age.

People trust people, not just a website!

Though everything has gone digital these days, people still fear online shopping, especially on new websites. Many people abandon their cart because of security fears. Cobrowsing is the best way to alleviate these fears whilst providing great customer service too.

what turns people off

If implemented correctly, a live chat window adds a personal touch for customers, connecting them with your agents and boosting customer engagement and conversion rates. Live chat agents can even proactively start conversations, guiding customers to the best products to meet their needs. This makes customers feel appreciated, and helps build long-term relationships.

Qualify leads on the Spot

When it comes to conversion rate, the aim is to get people buying your products. Your end goal is always to boost sales.

There are lots of OLD ways to attract more qualified leads. In today’s market, you need to have your leads go through a sales process, or marketing automation, to “qualify” them.

After interacting with website visitors in real-time, it becomes easier to predict whether they will become a paying customer or not. Live chat can be an effective sales tool provided you follow good practice.

Failing to incorporate a live chat option in your website can drive customers away. The power to get answers in real-time is a big draw. That alone makes a live chat a worthy investment.

By adding live chat on their website, customer service representatives know where customers are in the process, and any issues they may have. That means they can lead prospects through the sales funnel in real-time and direct them towards buying, therefore improving sales.

Final word

Adding live chat to your website gives great results. If used correctly, it can significantly enhance customer service, improve lead generation, and increase sales.

If you want more sales, then be sure to provide a quality service. Don’t just sit back and hope prospects will get in touch if they’re unsure. Be practical. Analyze your data, target the right website visitors, and optimize over time.

Conversion rate optimization (CRO) is all about getting to know your prospects, understanding what they’re looking for, and letting them know you’re there to help.

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