October 10, 2013

Give your site a pulse with live chat help

published this at 6:55 am

“A shopkeeper should always have a ready smile”

One of the most impactful changes my company has made in the last couple of years is our addition of live help on the website. It has made a big difference in sales, and I’m convinced that it’s our version of the “ready smile” mentioned in the Chinese proverb.

The cheery greeting “bonjour!” rang out every single time I entered a shop on our trip to France years ago. It didn’t matter if the shopkeeper was in the back, sweeping out front, or behind the counter. It made us feel welcome–and more likely to linger and strike up a conversation.

live chat is a smiling shopkeeper

To power our “ready smile,” we’re using a service called SnapEngage, but there are a lot of other options out there, including LiveEngage, Moxie’s Chat Spaces, and Velaro.

According to a Velaro white paper, “although statistics show that over 66% of all ecommerce shopping carts are abandoned, online customer service (live chat) improves the chance of a purchase by 40%-60%.”

But it’s not really about the technology. It’s about having a person with a ready smile on the other end of the chat. We often get people question the popup box, “are you a robot? or are you a real person?” Our staff is likely to reply with a friendly joke. What better way to make a connection with a visitor than making them smile?

Here’s how to maximize the benefits of live chat on your website:

A live chat service on your website can be a direct conduit to your visitors’ thoughts.

But perhaps more importantly, it’s a technological version of your “ready smile.”

How do you greet your website visitors?

Author’s Bio: Rosemary O’Neill is an insightful spirit who works for social strata — a top ten company to work for on the Internet . Check out the Social Strata blog. You can find Rosemary on Google+ and on Twitter as @rhogroupee


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1 Comment to “Give your site a pulse with live chat help”

  1. October 11th, 2013 at 12:56 am
    Joanne said

    I like the idea of the technological version of “ready smile.” I agree with you on this, Rosemary. Even if we offer goods/services online, it doesn’t mean that we have to interact with the clients in a robot-like manner. Your idea on live chat adds a personal touch when it comes to communicating and building connection with the clients.

    A friendly yet professional approach will help the clients feel welcomed. If this live chat method will be utilized appropriately and effectively it’ll surely leave a smile on the client’s face.

    Great idea, Rosemary!

    I found this post shared on Kingged.com, the Internet marketing social bookmarking site, and I “kingged” it and left this comment.

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