Multi-channel Customer Support Using Live Chat and Engagement Tools

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Almost every report about customer service technology mentions the importance of “multi-channel support”. Most of us are familiar with “multi-channel marketing” but not “multi-channel support”? What is it and why is it needed? We thought it would be worthwhile to delve into this topic in a little more depth.

First of all, exactly what is multi-channel support? As described in an article by Zendesk titled “A Guide to Multi-Channel Customer Support”: “Multi-channel means all the various ways in which customers may reach you for service and support, including phone and email, but also newer technologies, including social media and lightweight self-service options such as knowledge bases, communities, and live chat tools”. They go on to explain that even hardware has been affected: “The explosion of mobile devices has created a proliferation of hardware channels in many support organizations. Your employees most likely have a laptop at their desk, a smartphone in their pocket, an iPad in their bag; and your organization might be moving some of its work to those devices.”

It is one of the new challenges in business. We have learned to sell on many different channels so customers have rightly come to expect support on those same channels. We now have to cover the telephone, email, social media, online forms, web chat requests and so on – including real-life “in store” interactions for brick and mortar businesses. It can be easy to get tripped up by this and deliver mixed messages to the same customer, making the experience more confusing for them and more difficult for you as well.

Enter Multi-channel support: Its goals were well described in a Business2Community article titled “Multi-Channel Shopping Means Multi-Channel Customer Service”: “If you can merge all your channels of communication into one fluid and effortless conversation, then you have mastered customer service in the multi-channel age. Your customers do not think of your business as separate channels, so neither should you. Retailers should aim to create fluid service and you can use your customer service communications as a way of joining the dots between separate channels of retail.”

It was with that thought process that we at Teledini developed our engagement tools, and a method to manage and communicate with both your prospects and customers using live chat, video+chat, and click to call all in one unified system. You can simplify your engagement with customers, and create a higher quality user experience. Add to that the unique CRM. and intelligence Teledini engagement tools offer and we believe you have an excellent tool to sell more, and service your customers better.

This is something all companies, small and large need to consider if they have a customer support function at all. So what is the best way to implement a multi-channel support channel? An approach by service provider Moxiesoft in an article titled “Want To Implement An Effective Multi-Channel Service Strategy?” recommends that first you get your ducks in a row. They think the best starting point is to “implement a unified knowledge base” and that you then match channels to the interaction: “Making every channel available to every customer all the time can be very costly. It is far better to make channels available selectively based on the nature of the inquiry, your service operations and even the value of the customer”, they suggested. They also make the common sense suggestion that you “optimize the potential of every channel” and conclude by saying, ” No matter which channel a customer is using, the goal is simple – deliver a response that promotes a positive outcome and increases first contact resolution.” Our Service provides you the opportunity to do exactly that. You can choose each engagement tool you want to offer your customers or prospects; live chat, live video chat, or click to call. Our service can be programed to be time of day sensitive as well… turn on live chat during peak hours, and click to call or just messages after hours.

Beyond a certain size of company, this all gets pretty complex, and you almost certainly will want a provider for both the technology and help with implementation. The technology can be integrated with your CRM but additional functionality may be needed. Our company has developed expertise in this area through our professional services organization.

You can find additional information on our site: teledini.com

Live Website Video Chat as a Customer Support Tool

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Can Live Website Video Really be Used for Technical Support?

Most people don’t know, but live video communication is actually a very old technology. In fact, early forms of the technology were in experimental use by AT&T nearly 100 years ago. An early test in 1927 had future President Herbert Hoover address an audience in New York City from Washington, D.C. In the late 1930’s there were public videophone services available in both Germany and France, but neither lasted very long. AT&T continued its research and demonstrated its new “Picturephone” at the 1964 New York World’s Fair, but it never became a commercial success

Will people use it?

After all this time video chats and calls are still not routine, even though they are becoming more common and the technology is widely available. Why would anyone think customers would want live video support? People are reluctant to use the technology even with close friends and family. Why would they use it with people they don’t know at a commercial establishment?

What if these assumptions were wrong? What if people are actually more likely to use live video when interacting with a company in a support situation? Further, what if the companies using this technology gained a big edge over their competitors by using it? It might be worthwhile to look at this a little more deeply. A good place to start would be to look at what industry leaders are doing – especially those who bet correctly in the past and delivered on customer wants and needs.

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See our video chat services

Amazon jumps in.

We didn’t have to look very far. The company that is always at the cutting edge of making customers happy – Amazon – is a major innovator in this area. Not long ago, they released an update to their Kindle Fire HD that included a feature they call a “Mayday Button” to offer live on-screen video customer support 24 hours a day. At the touch of a button, live video of an Amazon employee who can provide technical support pops up ready to give immediate help to the customer.

Amazon may have also identified an important element of this support systems – customers can see the support professional, but the video is one way – the Amazon employee cannot see the customer. All indications are that customers love it. “If you are in your PJs then you may not want the tech person on the other end seeing you.”, is how one customer put it.

Salesforce.com makes its move.

Amazon is always a trendsetter, but they are not the only ones offering video support. Salesforce.com quickly followed suit with a product named, appropriately enough, “SOS” which they are calling “the future of mobile app support”. It works almost exactly the way the Amazon “Mayday” functions and provides live video support and on-screen guided assistance. All indications show it taking off and is already being used by American Express, Stanley Black & Decker and other industry leaders.

Should your business do it?

So we know where “the big boys” are placing their bets. They clearly see the technology as a winner, but what about small business? Should they use it? The answer is absolutely yes they should. Clearly this is the ultimate in online customer support. With a single click, a customer can get a real person who is ready, willing and able to support the product.

This is an area of technology where small companies are on a nearly equal footing with large corporations. Companies like Teledini have been innovators in providing useful integration of chat and live video for customer support and using flexible usage based pricing models that are perfect for small business. While you may not be able to afford a 7/24 support organization, there is no reason why most small businesses couldn’t make this service available to their customers during regular business hours.

There is little risk. The costs are nominal. The set-up is easy. There aren’t any good excuses for not trying this. The future is here now, and the sooner you get there the better.

Live Website Chat as a Conversion Tool

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There is little doubt that using live chat on your website is a highly effective way to provide technical support, is great for customer relations and gives a high quality support experience In fact, a recent survey of 2,000 consumers by eDigital Research found live chat was the single most highly rated customer service channel. This is empirical evidence of what many businesses already know; the technology drives results.

Can live chat help with sales?

It is only natural for a business to ask: “Can this technology also be used to get new customers?” In other words, can it help with online sales and conversion rate optimization as well as it does with technical support? An overwhelming amount of data now indicates that it does.

A study conducted by Forrester Research found that many online consumers want help from a live person while they are shopping online Fully 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a web site can offer.

Studies by other organizations back this up. As reported by Forbes, in 2008, Wells Fargo made an attempt to leverage online chat to drive sales. They found both high customer satisfaction scores and a whopping double-digit increase in converted shoppers. So the question of whether live chat can increase sales and conversions is settled. We know beyond a reasonable doubt that it can. The question before us now is how to make it work.

What is the best way to make it work?

What is the best way to ensure that prospects get converted into customers? We have surveyed multiple sources and identified some best practices. This is not a comprehensive list but rather a few tips that will help get you started:

Showcase your people: This tip by SocialMouths, in an excellent blog post titled “How To Build Instant Trust On Your Website”, really makes a great deal of sense.

When a person lands on your website for the first time, you typically have no longer than a split second to make a good impression before that person surfs away. In that split second, you need to convince that person that you are a trusted source. People associate and do business with other people, not with companies. This is why immediately showcasing the human factor on a site is essential.

In other words, web visitors like knowing that someone is there to help them. Even if they don’t choose to use the chat system, having it there gives them comfort and you credibility. SocialMouths advises companies to showcase both their team and their community on their website. Potential customers see that the team is also part of the community and that they are a click away from connecting with them.

Stop those bounces! A bounce happens when a visitor immediately leaves your website. It is the best metric we have to measure a lost business opportunity on a web site. An abandoned shopping cart is truly a tragedy for an e-commerce site. E-commerce sites need someone who can immediately walk potential customers through a sale if they get stalled on a minor issue. Customer confusion can kill a sale if someone is not there to intervene. The key is learning what causes bounces and have support staff available to rescue the sale. Most e-commerce sites convert less than 2% of their visitors into customers. Even a small increase in conversion rate can make a huge difference to their bottom line.

Cross train for sales: While a technical support chat may not always be the appropriate time to be thinking about sales, every staff member, including outsourced staff, should be alert to the possibility of making a sale. For the most effective use of live chat, consider enabling inside sales people to use it as well as customer service representatives. People with sales experience will more likely lead customers to buy because they know how to close the deal. If it is not possible or practical to use sales staff for support, then make sure support staff has been trained in sales basics so that they recognize situations where they can make a sale.

Don’t forget to up-sell. All sales people know the importance of up-selling but it doesn’t hurt to remind them and train your customer service folks. The best and easiest prospects to sell are existing customers. This is often forgotten in support situations. It is not unusual to find support staff jumping through hoops to help a customer, when a simple upgrade is the best solution. Sometimes, simply saying something like “Why don’t you try our professional version? – It only costs . . . “ can both gain a sale and reduce the support needs, resulting in a double win! Examine your support procedures and identify those areas where broaching the possibility of an upsell is appropriate. This is a big bang for the buck activity. A small amount of effort in this area can yield significant results.

Live chat is an amazing technology. These are just a few simple things you might try after implementing live chat on your website. Every organization is different and there is no “one size fits all” strategy”. That said, almost every organization can benefit from live chat, and it should be an integral part of both your support and your sales strategy.

Going Live. Making your business more available, and more successful with live chats

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By Rachel Hartman
For Costco Connection

OFFERING A LIVE CHAT feature on your website
as part of your customer service department can lead
to more than just conversations—it can boost customer
satisfaction and, ultimately, your bottom line.

Fifty-two percent of online shoppers reported
accepting an invitation to live chat, according to a
2013 BoldChat survey that covered the United States,
Canada, Europe, Australia, New Zealand and Mexico.

“By being able to communicate with current and
potential customers right away when they need help,
you drastically improve their experience with your
company,” notes Casey Armstrong, a Costco member
and partner at webbROI, a full-service digital
marketing agency based in Laguna Beach, California.

Also, chatters are 7.5 times more likely to buy
than visitors who don’t chat, reports BoldChat.

Follow these guidelines to create a live chat feature
that makes it easy to engage with visitors and
increase sales.

Make it known

“The more visible the button, the more likely
Web visitors will use it,” says Steve Smithwick, President
and COO of Teledini, a company that offers
multi-channel engagement tools for websites that
help convert Web visitors into customers. Place a
live chat box where it will be easily spotted, such as
the top of every page on your site.

If you have a live chat button pop up, delay its
appearance for 30 seconds, suggests Armstrong. In
doing so, you’ll give visitors a chance to first peruse
your site.

Help customers find information

“Sometimes a visitor needs more product clarification
or pricing information,” says Zaki Usman, a
Costco member and owner of ShoutEx, a Web marketing
firm based in Ottawa, Ontario.

When using a live chat feature, take note of the
questions visitors ask.

“That way, you can create some ‘preapproved
scripts’ for your support team to more easily handle
many customers,” explains Armstrong.

You might also add explanations to common
issues in a Frequently Asked Questions (or FAQs)
section of your site. Employees using live chat can
draw from this information or point customers to it.

Be available at the right times

Smithwick, a Costco member, says that customers
love to have their questions answered immediately.
“Giving visitors a way to interact the instant
they are interested will improve customer satisfaction,”
he notes.

When Damien Sanchez, a Costco member and
owner of Mosquito Squad of Greater Washington,
D.C., an outdoor pest control company, wanted to
add a live chat feature, he found one that came free
with his 24-hour phone answering service.

“Most of the chats come in during the evening
or off-hours,” says Sanchez. “If visitors know we’re
not open, but can shoot out a quick chat and get a
response back, it makes the user experience that
much better, and makes us as a company that much
more responsive.”

Increase sales

“Visitors sometimes want to double-check
product ingredients before purchasing,” notes Doug
Mitchell, a Costco member and founder of
UltimateSteakSeasoning.com, which offers a live
chat feature. Through a quick chat, Mitchell can
answer questions right away, and then point visitors
to the checkout.

In addition, Mitchell has product information
and samples that can be sent to customers who
want to share with others, thereby generating more
leads. “Where else can you interact in real time, for
only the cost of your time, with a customer who’s
willing to engage?” he says.

Rachel Hartman is a freelance writer who frequently covers topics related to small business.

Is your contact form killing conversions?

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WATCH THE WEBCAST

We contact companies in many different ways today:

“Siri, find me a pizza restaurant.”

“OK Google, I’m looking for an insurance agent in Lexington, MA.”

Those two voice commands are going to pull up local searches, right? If you’re the Lexington insurance agent, or the pizza restaurant 0.2 miles from that user, is your phone number readily available?

Semantic search is making it even easier for Google in particular to find the best answers to your questions, and their Hummingbird update is learning to cut out some of those extra words (i.e. “I’m looking for”) so you can search for, and find, things more naturally and quickly than ever before.
Are you taking advantage of a visitor’s desire to contact your business?

Moving beyond the search results, we have our own websites.

Clunky contact forms aren’t cutting it anymore. The more complicated you make it for a visitor to find contact information, the less likely they are to contact you. That’s what this webcast is about.

Mike Bayes is President of MyOneCall, LLC, a sales acceleration and search engine marketing company that has helped countless service businesses get found and boost sales.

Steve Smithwick is President & Chief Operating Officer of Teledini. Steve is an early pioneer in VoIP and has a successful track record of creating solid growth companies.

Stephan Hovnanian
owns Shovi Websites, a web strategy and email marketing firm based outside Boston, MA. Stephan helps businesses understand how to use today’s technology and marketing strategies to build a better, smarter web presence.

Is your contact form killing conversions?

Put a “Mayday” Button on Your Website

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S.O.S.
Amazon created a lot of buzz this holiday season with the release of their new Kindle Fire HDX. The new tablet features a “Mayday” button.

With the push of the “Mayday” button on the tablet, live customer support is just seconds away. Customer support is provided via one-way video. You can see the agent but the agent can’t see you.

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The service is available on the Kindle Fire HDX 24 hours a day, 7 days a week and 365 days a year. Amazon’s goal is to connect within 15 seconds of the “Mayday” button being pressed. The company reported that on Christmas Day they were able to engage in just 9 seconds.

Amazon’s Kindle Fire HDX customers love it. This service is not only driving new tablet sales, it is creating a competitive advantage for Amazon in the tablet wars. They are developing a reputation for rapid response and ease of use. Which tablet will you buy Grandma? The one that requires you to constantly tutor her or the one that lets her press a button and get instant answers anytime she is confused?

Imagine the ability to deploy this Mayday button capability on your own small business website. You would drive sales and customer satisfaction up. Most consumers report that they are more likely to contact a company that offers Click to Call or Click to Chat than one that doesn’t.

Large enterprise companies have been deploying Click to Chat and Click to Callback on their websites for several years. Traditionally these capabilities required; an expensive custom implementation, a significant monthly expense and a contact center to manage the live interactions. These barriers to entry have kept these capabilities out of reach for small business websites.

Teledini has changed that. Quickly and easily a small business can place a multi-channel Engagement Window on any or all pages of their website that offers a visitor to their site the ability to instantly Click to Call, Click to Chat or Click to Video.

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Now a small business can deploy these live instant engagement tools on their own website, in less than 20 minutes and for free. Small businesses only pay when they are connected to a visitor that pressed the button on their website.

Small businesses don’t need a contact center or any new equipment. Live chats, live calls and live videos are dynamically routed to the appropriate sales or service people that already work for the business. Incoming live chats, live calls and live videos can be answered on computers, iPads, mobile phones and traditional telephones. A small business owner can quickly and easily create routing teams based on product or web page where they wish to offer support. Each incoming interaction can be routed to the right person at the right time.

In just a few minutes and without any financial commitment you can start offering Click to Chat, Click to Call and Click to Video on your own website. Your customers will enjoy instant support from your company. Your customer satisfaction will improve. Your sales will improve. You will differentiate yourself from your competitors. These live customer engagement tools on your website can give your business the same kind of competitive advantage that Amazon is enjoying with their Mayday button.

Teledini Plugin for WordPress Now Available

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Bloggers can now install Teledini Engagement Tools on their WordPress.org website.

Teledini enables instant interaction between you and visitors to your blog, while simultaneously delivering valuable data about the visitor to you. Teledini’s multi-channel engagement tools can be placed on your blog (or any website) in less than 20 minutes. Teledini is completely free to set up and install. Teledini’s free version includes; Feedback, About Us and Social Networking. Teledini’s paid version is pay-for-usage only and adds; click to talk, click to chat and click to video. You are only charged for paid channels when you are connected to a visitor.

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Note: You must have a Teledini account to use this plugin. If you do not already have an account, you can sign up in just a few minutes at teledini.com.

The Teledini plugin is easy to install.

1. Activate the plugin through the ‘Plugins’ menu in WordPress

2. Navigate to the Teledini settings by clicking the ‘Settings’ link, or selecting ‘Settings’=>’Teledini’ from the left-hand menu.

3. Enter your Teledini username and password into the Teldini Configuration Tools login form and click ‘Get Button Configurations’.

4. Select a button configuration from the dropdown and Save Changes.

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Your Teledini Engagement Window button will be automatically deployed to your blog. You can view it by refreshing your blog page.

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Note: The Teledini Engagement Tools plugin is not currently available for blogs hosted by wordpress.com. The difference between wordpress.org sites and wordpress.com sites is explained HERE.

Creating Effective Call-to-Action Buttons on Your Website

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inbound-marketing-call-to-action

When talking about elements to include in your website design to increase sales conversion rates, we often hear how important it is to have clear calls-to-action. Today we are going to expand on this specific element and provide tips on how to create a successful and effective call-to-action button on your website.

First, when creating your call-to-action buttons, it is important to consider these three elements: the location, the appearance, and the copy itself.

A call-to-action button needs to be in an optimal location on the page. Depending on what content you have on your landing page, the button may be better placed at the top of the page, or further down, after the sales message has been delivered. However most of the time it is best to keep the CTA button above the fold so site visitors can see it before having to start scrolling down in order to convert. You can also try asking a few people to check out your design and tell you where your call-to-action button is. If they struggle to give you an answer, consider changing the location to make your CTA button easier to find. A/B testing for the best CTA button location is also recommended, and can be done using services like Unbounce.

The appearance of your call-to-action is also critical. Try zooming out the page at least 30% and see if you can still easily see your CTA button. If not, consider making it larger. Then, check if the design of the button is clean and professional. A nicely designed button in a unique color that is different than the rest of the page design is important so it stands out. The call-to-action button needs to be large enough so that it is easily noticed and immediately identified as the dominate button on the page.

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Teledini allows you easily choose and change your CTA button, which can be placed within email signatures.

The final element for a successful CTA button is the copy, or the actual text on the button. The more direct option is typically the best, but always do A/B testing for each aspect. The button should say exactly what the visitor can expect when the button is clicked. If more explanation is needed, you can put additional call-to-action copy on the landing page with a directional cue to the actual button.

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Your CTA buttons should clearly state what to expect Example: “Click to Talk”, “Click to Chat”, “Click to Video”

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Directional Cue Example: “Try it now!” with arrow “See how to works” to video link

Some additional ideas for effective CTA buttons include providing numbers in your call-to-action to give users confidence in knowing exact answers to their “how much”, “how many”, or “how long” questions. Of course, not all call-to-actions can be represented with a number, so providing a concise description of exactly what the user will expect after clicking is important. You could still provide a numerical description by stating the time it takes to complete the action (“Install Now in Less than 5 minutes”), or a discount number in dollars or percentage (“Sign up Now and Save 30%”), the number of days of a free trial, the price of your product or service, the time period the offer is good for to create a sense of urgency, or even the number of current subscribers/downloads, etc.

If your website is mobile friendly, as it should be, you must also consider how your call-to-action buttons will appear on smartphone/tablet screens. On these smaller screens your CTA buttons should follow most of the same standards above and ideally be large, noticeable, placed close to the sales pitch or product images, have minimal text, and be located at the top of the page before visitors have to scroll.

Your site needs to have clearly a defined call-to-action in order to make it easy for your customers to contact you or complete transactions. Appropriate CTAs can be incorporated on any page of your website and are a simple web strategy for successful site optimization and a better user experience.

Trends in Online Customer Support

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Live support systems are the wave of the future. We always knew it here at Teledini, but as more time goes by the objective evidence just keeps piling up. One of the more interesting was a study by the prestigious marketing research firm Forrester in their “Top 15 trends for Customer Service in 2013” analysis. Almost every one of these trends is a reason to use Teledini, but the most interesting is the very first. “Channel Preference Is Changing Rapidly”. It is a concise statement on the current state of the industry and where it is going:

Across all demographics, voice is still the primary communication channel used, but is quickly followed by self-service channels, and digital channels like chat and email. Channel usage rates are also quickly changing: we’ve seen a 12% rise in web self-service usage, a 24% rise in chat usage, and a 25% increase in community usage for customer service in the past three years. Expect customer service organizations to better align their channel strategy this year to support their company’s customers’ needs. Expect them to also work on guiding customers to the right channel based on the complexity and time sensitivity of interactions.

The study went on to describe a number of other trends that all point to the critical and growing importance of live support systems. Their second most significant trend “Mobile Solutions Are Becoming A Must-Have” is something almost everyone already knows. The smartphone market will continue to grow rapidly and they will obviously be the way customer support is contacted and their conclusion in this area is almost exactly what Teledini does: More companies will move away from duplicating their web presence for their mobile offering and will focus on deploying the right usage scenarios that add value to customers in a mobile environment, with focused user experiences that allow tasks to be efficiently accomplished.

The report also stressed the importance of “Agile Service” – meaning being able to “start an interaction in one communication channel or touchpoint and complete it in another”. That is almost an exact description of what the Teledini DecisionEngine does – Its sophisticated routing delivers interactions with your web visitors to the right person at exactly the right time. Forrester also noted that the most innovative companies were taking this a step further by stressing “proactive outbound communications” and were using analyzed data from these systems in order to “use of customer feedback as a direct measure of operational success”.

The report went on to discuss how to “empower Agents for customer service” and noted that “Customer Service Is Moving From Cost Center To Differentiator”. In other words, instead of seeing everything in customer service as a cost to the organization, things like “customer satisfaction” should really be seen as a value – essentially, an integral part of the product of the organization.

It noted that “the universal customer history record Is personalizing interactions” and that “Customer service agents must have access to the full history of a customer’s prior interactions over all of the communication channels available in order to deliver personalized service and strengthen the relationship that customers have with companies”. That is exactly Teledini’s CallerIQ does. It allows agents to receive valuable information about your web visitor before the engage with the customer.

The Forrester trend analysis is not long, but it is information packed, and we just touched on a few of the more significant trends discussed there so we recommend a read: http://goo.gl/hfr2J

How Click To Chat Can Help Your Business

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During the last few years there have been incredible advancements in the field of customer service with the introduction of click to chat software. With live chat software, businesses have the ability to directly communicate with their customers in real time. Click-to-chat is especially useful for eCommerce businesses and assisting less tech-savvy customers. These consumers now have the ability to have their questions answered immediately by an actual person. Click-to-chat is here to change customer service for the better, so how can it help your business?

The first thing to know about click-to-chat software is how convenient it is for your customers. Click-to-chat allows immediate access to help without hassle or extra steps for your site visitor and allows them to continue browsing while receiving help from a live employee. This reassures you are giving your customers all the necessary answers to make a purchase and helps ensure the entire transaction goes faster, smoother, and is more personal.

Another one of the main ways click-to-chat can help your business is the potential increase in sales. Click-to-chat allows you to route incoming leads to the correct sales or support team member using skills-based-routing features typically reserved for high-volume contact centers (note that not all Click to Chat services offer this, but the top ones do, including Teledini). With integration into your existing CRM, you also extend your business’ ability to connect with customers intelligently and provide your team with the information necessary to support customers effectively. By enabling instant interaction between the customer and a live agent, conversion rates have been shown to improve by as much as 60%. When customers are engaging with an employee who understands their needs, your business gains the ability to offer recommendations and up-sell to increase the overall lead value. Consumers are also much more likely to complete a sale if they have the ability to talk to someone throughout the process and ask direct questions.

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Implementing a click-to-chat solution can save the invaluable time of your employees and reduce business expenses. Live chat can greatly increase the efficiency of your sales and support team members because it provides them with a way to engage and converse with multiple customers and queries at once. A sales person in charge of receiving incoming chats could spend more time helping with account management when incoming chat leads are slow. All while providing customers quicker and more convenient service than they would receive when solely provided with a phone number.

One of the best ways to get to know your customers is to communicate with them, and using a click-to-chat tool is one of the quickest, most efficient ways to do so. As a business you can discover when and why your customers are responding positively to your service and optimize the elements that are working successfully. Click to chat could also help give your business that sought-after edge over the competition. With millions of businesses out there vying for the same customers, if you can offer something extra, such as free advice through your live chat option, your business is much more likely to gain a new customer and retain the loyal customers you worked so hard to obtain. Click-to-chat capability on a website rates highly among consumers as one of the reasons they follow-through with making a purchase through eCommerce websites.

There are many ways click-to-chat can help your business and give you an edge over your competitors. Giving your customers the ability to converse directly with your business, whether about your website or a specific product, affords you the ability to gain useful insights about their behavior, and provides a channel to receive direct praises or suggestions for improvement. All of this customer information can help your business prioritize and improve. Click To Chat can increase employee productivity and reduce costs for your business, but most importantly, it is easy and convenient for your customers.