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We’ve been able to collect a lot of data thanks to our continuous in-house testing at Polaria and by helping our customers complete tests. Here are the consolidated results of our research in a few tips for you to increase your site conversion through live chat.
As personally and friendly as possible! In other words, if it fits your corporate culture and activity, try to avoid answering with a generic screen name such as “Acme, Inc. Support”. Instead, use your first name, and try to make sure when anyone from your team reply to one of your contacts through live chat, that they answer with their first name as well. The best would be to address your contacts using their first name (using an automatic identification system, and also manually while chatting with them).
It is a good idea to use emojis and animated GIFs to make sure you express yourself with the right emotions to your customers. We even recommend to corporate businesses to use emojis and animated GIFs when communicating with their contacts as it adds emotion to text-messages which, by default, do not necessarily convey emotion.
Your average response time is your very first measurement of user satisfaction. You can try out NPS, but keep in mind that it dates back to 2003, making it really old-fashioned. At first, it’s a better bet to track your average response time.
If you want to go from an average user satisfaction to a super high user satisfaction, we recommend you to answer as fast as you can. Answering in less than 1 minute is good, answering in less than 3 seconds is EXCELLENT. If this is too much resources for you, keep in mind that we provide a conversation flows feature for you to automate all or some of the communications with your contacts.
Through your existing analytics, identify (or make some hypotheses if you don’t have any analytics in place at the moment) your most valuable products / services in terms of turnover and margins, and define specific automated communications for these products / services. Give more information about these products / services in your automated communications, or by focusing on a “limited” aspect of your product to create a sense of urgency.
Make sure this teaser message shows that you are “open” about your pricing and not “limited” to the numbers as shown on your site pages. Take some time to really think about this teaser message, as it is an important one.
According to Forbes, 64% of customers are more likely to buy after seeing a video. If you really want an increase in conversion rate, and an increase in customer spend, integrate videos into your means of external communication and especially in your chatbox.
When one of your contacts is very satisfied with one of his live chat conversations, we recommend you push a canned response that focuses on your social links and offers them to like, tweet and / or follow your service. In that very moment, they will be very pleased to share your brand / service / product over the web with their network. It is a great way to use this timing to your advantage to encourage your contacts to be more engaged with your brand.
The broken windows theory is a criminological theory of the norm-setting and signalizing effect of urban disorder and vandalism on additional crime and anti-social behavior. The theory states that maintaining and monitoring urban environments to prevent small crimes such as vandalism, public drinking, and toll-jumping helps to create an atmosphere of order and lawfulness, thereby preventing more serious crimes from happening. In other words: give importance to weak signals / unsatisfied contacts and take care of them as fast as you can!
Always try to go beyond what your contacts ask you. If they ask you for A, give A and also give them B. Your contacts will always be delighted to get more than they ask for. This is a technique that can be planned in advance and industrialized.
All the keys so that you can interact serenely with your customers and prospects.