When people typically consider live chat, they often associate it with customer support. However, it is also an effective tool for sales representatives. This is due to the direct communication it enables between reps and potential customers. Utilizing chat, sales teams can create leads, enhance sales conversion rates, and pinpoint upsell possibilities.
Thanks to the recent integration of Zendesk Sell-Chat, representatives can now easily reap the benefits of live chat. By connecting both tools, reps can engage in conversations with website visitors and seamlessly add them to their CRM interface pipeline. Moreover, reps can leverage this integration to identify potential upselling opportunities by linking ongoing chats with existing customers in their Sell account. Undoubtedly, this integration is a straightforward solution for enhancing sales.
Unlock a new source of lead generation
By utilizing the Sell-Chat integration, it is possible to incorporate live chat onto your company’s website and control it directly from the Sell platform. This allows your sales representatives to engage in conversations with visitors on the site without needing to switch interfaces, providing a fresh avenue for lead generation that does not demand supplementary applications or extra exertion.
Reps will have all the necessary information they need to convert the lead into a customer when it is time for them to follow up.
Close deals faster
By creating a direct line between representatives and potential customers, Chat to Sell not only generates leads but also accelerates the sales cycle.
By engaging in real-time communication with website visitors, you can seamlessly continue the conversation across different channels such as email, voice, text, and others. The contact card stores all the conversation history with a lead, ensuring that representatives always have the necessary information to effectively interact with potential customers promptly and consistently. Representatives who are able to establish meaningful connections with prospects in a shorter amount of time can accelerate the sales process.
Identify more upsell opportunities
If Chat is linked with Sell, there is no need to depend on your memory to identify potential customers. The Chat tool will notify you if the website visitor you are chatting with is already listed in your Sell database.
Once the system identifies the visitor, Sell will enable you to click through to their profile and access important data such as:
- How long they’ve been a customer,
- What products they’ve purchased in the past, and
- How many times they’ve visited that specific pricing page.
5 Reasons Why You Should Implement a Live Chat
Forester found that live chat results in a 48% rise in revenue per chat hour and a 40% rise in conversion rate. However, the live chat button has additional capabilities. If you’re interested in the benefits of incorporating live chat into your business strategy and have been questioning the advantages of live chat, you’ve come to the right place. Take a look at 10 live chat benefits listed below to promptly enhance your business!
1. Real-time convenience to customers
The power of the real-time conversation with a customer is something you should not underestimate.
According to a study by Forrester Research, 44% of online shoppers consider it crucial for a website to provide the option of getting real-time assistance from a live agent when making a purchase.
There are two categories of customers who require assistance and utilize live chat.
The most common situations in which potential online customers use live chat are categorized as the first group, which consists of potential buyers.
- Want to know more about product specifications
- Having trouble finding a specific item on a given website
- Want to compare products
Live Chat sessions have a significant impact on purchase decisions, with over 38% of online customers attributing their decision to these scenarios.
Your current customers make up the second group of live chat users.
There are several common reasons why they utilize live chat.
- Want to ask about „Return policies“
- To check the status of their order
- Want to report bugs or suggest improvements in your service
One more advantage of live chat is that it allows you to receive quick feedback or notifications in the event of a customer problem that affects a large number of people. For example, if you operate a SaaS business and encounter any problems, customer service chat provides you with an immediate understanding of the issue from the viewpoint of your customers.
2. Live chat saves money
So, how can live chat save you money? This is the second significant advantage of a WordPress plugin live chat.
By enabling live chat agents to handle multiple chat conversations at the same time, it enhances efficiency and eliminates the need for hiring additional agents. Intelligent live chat software options like LiveAgent offer ample features for chat distribution and utilization.
The average order value is increased by providing customers with real-time advice and answers to their questions, which also helps to save on expenses related to product returns. By assisting customers in selecting the most suitable product or service, customer service chat representatives contribute to customer satisfaction and reduce the likelihood of product returns.
Comparing it to a call center, it lowers the waiting queue time and thus reduces the overall costs of the help desk center.
Implementing the live chat service only takes a few minutes of work. LiveAgent Live Chat has numerous integrations available for popular eCommerce and content management systems. This means you don’t need any HTML skills to add live chat to your website. Furthermore, LiveAgent offers free integration service to its customers.
3. Competitive advantage
In today’s times, it is crucial to distinguish oneself from competitors more than ever.
The number of business competitors is enormous and continues to grow each day.
To prevent customers from leaving their websites for a competitor, many eCommerce websites have incorporated live chat support into their help desk software to offer immediate responses.
You may be wondering if it is important for your business or not. However, whether you are a small, medium-sized, or corporate, live chat provides you with a competitive advantage in any industry.
Customer service chat is utilized by corporations like Apple, SKY, and Virgin Airlines in order to stay ahead of their competitors.
4. Increased conversions and sales
Customers tend to spend more time on your website when a real person guides them through a purchase, which increases their confidence.
A higher average order value is the result of a positive experience.
Your sales are directly impacted by live chat.
Multiple studies have provided evidence that one of the advantages of live chat is an increase in conversion rates of 20% or more.
Wells Fargo is another company that achieved success by implementing the LiveChat feature. In 2008, they saw a double-digit increase in conversions after relaunching their online chat support.
To achieve successful conversion increase (using live chat), it is crucial to ensure that your representatives are appropriately trained. They should possess valuable information about your products, enabling them to suggest additional purchases. Additionally, providing them with discount coupons will allow them to offer such incentives to customers who remain hesitant prior to making a purchase.
In order to effectively use a customer service chat, it is crucial for individuals to have fast typing skills. It is recommended to assess the number of words per minute a person can type and turn it into a competition to enhance the efficiency of your online chat customer service. You can evaluate your team’s effectiveness by using this complimentary live chat typing test.
5. Long-term customer relationships
Customers who are satisfied and have been with a business for a long time are statistically less inclined to switch and also tend to be less influenced by price changes.
According to experts, customers who perceive being well-treated are less worried about their expenses.
Specifically, a majority of customers (63%) who have utilized live chat are more likely to return compared to those who have not.
According to studies, regular customers have a tendency to make more frequent purchases and require lower maintenance costs due to their knowledge and familiarity with your business and its operations.
Customers are more likely to feel a stronger connection to your business and share their positive experience when they believe their voice is heard and engage in conversation with a representative from the company.
