5 Gold Rules for Live Chat

How to perform effective live chat session

It requires a set of skills to perform effective live chat sessions. Weather you will personally chat with your visitors or operate a live chat team, the following tactics are helpful.

1. Know your products

There are two things your live chat operators can do to drive your customer away quicker than anything else: a) Saying something different from what your website states; b) Not knowing something that the visitors learn from your website. Be sure to train and test your live chat operators even they have worked for your firm for many years!

2. Call for action

Many operators don't boost conversion rate as expected simply because they forget the power of call for action. While being polite is necessary, it's important to actively encourage visitors to do whatever you expect: register, place the orders, or buy more. Keep in mind that your purpose is to convert visitors into customer!

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3. Be responsive to reactive chat

Reactive chat means the visitors initialize the chat session. Study indicates that customers will get impatient if their chat requests are not responded within 30 seconds. So, be sure to respond promptly, or disable the live chat button if you cannot reply quickly.

4. Be selective for proactive chat

Proactive chat means the operators proactively invite the visitors to chat and the visitors may accept or refuse the invitation. It's key to identify the right visitors to chat as not all of them intend to buy your products. Improving conversion rate will make your chat profitable.

There are many techniques for this purpose but the most effective is to check pages browsed and time on site. The more pages a visitor browses and the longer s/he stays on the website, the more likely s/he becomes your customer. Advanced system like Livemoz even includes built-in prospecting and conversion optimizing function. Such functions make your proactive chat effortless and efficient.

5. Say goodbye at right time

Visitors might hesitate to chat at the beginning, especially for proactive chat. However once the conversation begins, they intend to keep talking. To make the chat session productive, the operators shall identify the point to wrap the conversation and hint with words like "Anything else can I do for you?" Depending on the nature of your business, you may request operators to limit each session to 5 to 8 minutes.

Think big

The above tactics are quite straightforward yet helpful. However, applying them is just the start of optimization. There are great potential in live chat even you have applied all those tactics. In fact, we can help you double your conversion rate. We will provide you with the methodology, for free, and the technique for implementation. Please click the below link to check out the details now - you have no reason to miss this opportunity to double or even triple your conversion rate!