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01-Apr-2020 23:39
This is where automated canned messages can really help.
You can use carefully worded standardized canned messages to automate parts of the conversation and augment your professional profile.
Be sure to read through to the end as you’ll see more advanced techniques towards the end of the post.
When customers chat with chat agents, they pick up useful information they may want to keep in their records.
This gives them time to get oriented before being interrupted.
Action: Identify a list of target pages where you want to increase the conversion rate, and program them to automatically raise the chat offer after a period of 30 – 60 seconds.
Live chat has been around for more than a decade, but only recently have companies discovered its profound effect on website conversion rates.
A recent e Marketer paper cited live chat as being directly related to 38% of online purchases.
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But it can take a lot of time for your chat agents to type out these standard messages time after time.
Chat agents that know about all of your product lines can quickly identify upsell and cross-sell opportunities.
Action: Put your chat agents through the same preliminary training programs as the salespeople.
The problem is that most people don’t record every conversation, so this information can get lost.
Action: At the conclusion of a live chat session, offer to email a copy of the transcript to your customer for their records.Customers won’t always initiate the chat conversation, so you will need to proactively identify individuals who may need help and then raise the chat window with them.Customers may refuse the offer to engage in live chat, but this is not bad.Your chat agents should be considered an in-house sales and support department, and as such, they should understand all product lines within your organization.
