Chatting online right now

Action: Identify a list of target pages where you want to increase the conversion rate, and program them to automatically raise the chat offer after a period of 30 – 60 seconds.

Chatting online right now-33

But it can take a lot of time for your chat agents to type out these standard messages time after time.

This is where automated canned messages can really help.

A recent e Marketer paper cited live chat as being directly related to 38% of online purchases.

And, 62% of consumers who have used live chat said they would be more likely to purchase again from the merchant who provided the service.

The pre-chat survey also allows you to quickly route the chat session to the agent who is most qualified to handle the conversation.

Action: Design a pre-chat survey form that allows customers to set the direction of the conversation.

Action: At the conclusion of a live chat session, offer to email a copy of the transcript to your customer for their records.

When customers arrive within a live chat conversation, they should be greeted professionally and with courtesy.

It not only gives the agents insight to what the customers are thinking as they type, but it allows the alert chat agent to respond more quickly with an answer.

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