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Have you ever wondered how often you use messengers, WhatsApp, iMessage, Viber or Telegram to communicate at work or on vacation? Applications of this type are currently squeezing the usual form of communication and the classic use of the phone. Since most of us in our circles communicate with different messengers, we expect to be able to communicate with companies for online purchases in the same way.
According to a cloud-based telecommunications study, 66% of customers prefer any messaging form. A Nielsen survey on Facebook, conducted among ≈ 12 000 respondents, says that 53% of customers prefer to shop in companies they can contact with an online messenger or chat.
We can all imagine a situation where we would prefer to buy on a site where a chat is used and a real person answers who can answer our questions once a website where we have to wait for a few hours of answer. At the same time, it will be a great experience for customers, and shopify website design we will definitely choose this website in this next purchase. Because they told us, helped with the choice, answered all the questions. Especially in less cost-spotic sectors, interactive customer support is becoming a huge competitive advantage.
Where and how to start?
The easiest way is to try adding chat to your site for a test period, such as a few hours a day and assess its success. Modern chat tools such as JivoSite can easily integrate with Google Analytics and Yandex Metrica, which makes it easier to study the relationship between chat start and making a purchase. The JivoSite tools are really big, and of course everyone can choose according to their preferences.
Then it remains only to use the full potential of the tool and optimize the work. The following settings can greatly facilitate your work, speed up the answers, or even transform yourself.
Preliminary responses
If you often answer the same questions of customers and you do not like to write the same answer every time, you can use pre-prepared answers that will be available with a keyboard shortcut. This will speed the response time and make the client more satisfied. But we recommend using in moderation that the interaction of “man” and the unspoken you as a robot is lost.
Automatic invitations to chat
A super conversion tool is the use of invitations to chat in addition to the standard passive chat. If the visitor has fulfilled certain conditions, for example, the time spent on the Internet, or, if the URL corresponds to the specified condition, a pop-up invitation will appear on the page.
Invitations are often used, for example, when the buyer spends more time in the basket, which may indicate that he has questions and confusion. You can easily delete such requests using the invitation to the chat. In addition, invitations can be specialized for specific products, so you can invite customers to the chat with the message “There are still questions about Nike sneakers? We will be glad to help you! » And so on.
High traffic and a lot of chats? Set the application form.
High-ru Traffic sites may have problems with a large number of customer requests to chat. “The lost” who are simply trying to communicate and can’t figure out a site that really want to buy or ask relevant questions. The solution is to customize the form you need to fill in to start a chat. You may also use the form to collect the visitor’s email addresses or other preferred data. If you have different departments in your company, the client can use the form to choose who he needs to contact.
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發表於 2024-11-9 15:34:28