Action: Ensure your chat software is set up so that your agents can see a customer’s words as they type, and issue an alert when the customer has hit the “send” button.Your chat agents shouldn’t be required to know everything.This qualifies them to provide a more thorough perspective when dealing with customers – either as salespeople or as support personnel.
Consider allowing customers to browse on your site for a time before raising the offer to chat.
This gives them time to get oriented before being interrupted.
Why does live chat make such a huge difference in conversion rates?
It has been suggested that live chat is the only way to provide real human interaction during an online purchase.
You can use carefully worded standardized canned messages to automate parts of the conversation and augment your professional profile.