The customer satisfaction rate for using the online consultant is 73%. This is higher than using email (61%), social media (48%) or telephone (44%). (lemonstand.com)
These are three compelling arguments in favor of an online consultant on a website. But how to properly configure its integration with an online store is another question. We share our experience and tell you about 5 golden rules that will help increase conversion and not lose customers. Let's take the JivoSite service as an example - we use it on our website and for client projects.
Rule 1. Don't be annoying
«Ask us a question! You stayed on our site for 3 seconds», - pop-up windows and online chats with such messages annoy visitors and harm conversions.
However, if used correctly, an active invitation to the chat has a lot of bonuses: even if the visitor did not want to communicate with you, it can prompt him to ask a question, write a review, and then he may be interested in your services.
When setting up an online chat, it is important to build on user behavior as well. For example, if he has been studying the catalog page for 2 minutes, then perhaps he has something to ask about. Or if he made a targeted action - went to the page of a specific product. In these cases, the help of an online consultant will come in handy.
And one more thing: if the client clicked on the cross and closed the chat, do not “pop up” until he himself asks for help or with a question.
As with us: we have set 4 conditions, at the same time the fulfillment of which will activate the invitation to the chat.
There is at least one operator in the network so that the question of the visitor does not hang in the void.
The visitor is on the page for at least 10 seconds to allow him to get acquainted with the content of the page.
The visitor is on the site for at least 30 seconds, so as not to seem annoying to him.
Rule 2. Talk about useful
«Ask us a question, we are online» is a standard appeal that can be seen on sites of a wide variety of topics: from an online garden rake store to a corporate portal of a metalwork plant.
What's bad: you don't tell the user anything new and useful. The message does not arouse interest and does not provoke the user to ask a question to the operator.
How to fix: Imagine what the visitor might be interested in. Discounts, promotions, special offers, personal consultation? Customer benefit is our everything!
As with us: the visitor goes to the site or demo version of the solutions and sees the heading with our unique selling proposition - "New site in 2 days". In the pop-up window, we tell you how we can help (find a solution for the client's business), and talk about hosting discounts.
Aerobatics - personalized offers to potential clients. The functionality of JivoSite allows you to do this: for example, you can watch clients who come from advertising and make them personal offers, or prepare requests for each page of the site.
Rule 3. Be proactive
The client just sent a question, and you have already answered him? Or is another employee continuing the discussion from exactly the same place where the conversation ended a week ago? This is not magic.
It is:
Competent integration of online chat with CRM and the site, thanks to which all logs are saved, and any employee can see what the client asked about last week.
The ability to see in real time what chat message the client is typing. Answer 2 times faster than expected of you, and you will definitely surprise him!
Detailed information about site visitors, including search query, location, referral source, behavior on the site (which pages are viewed, time spent on the site or page). Based on this data, you can guess what the visitor will ask about and show a personalized message.
Rule 4. Save your visitor's time
If you are online, do not ask the user to fill out the feedback form - respect his time. Conduct communication in a dialogue format without forcing you to fill in the fields of the feedback form.
As with us: if the operator is online, the site visitor does not need to leave a phone number or email. He writes to the operator immediately.
Rule 5. Do not abuse personal data
A large number of required fields scares off users. Instead of asking a question that prevents them from making a purchase, they leave the site. Practice shows that it is enough to ask the user for an email, and make the field for the phone number optional.
As with us: we ask the user to leave an email if the operator is not in place.
Instead of an afterword
As you can see, setting up an online chat is simple: you just need to imagine yourself in the user's place and understand what message can be of interest and benefit to him. Customers for whom we set up the online consultant JivoSite say that online chat accounts for the lion's share of sales. And for one of the tire and wheel stores, the service became the main channel - it was so successfully integrated into business processes.
Get connected and high conversions for you!