Go into any store and you will witness salespeople attempting to convince prospective customers to make purchases of the highest possible value by offering personalized assistance and answering each and every query addressed to them.
Live chat can bring this level of personalization and customer interaction to the online sales process. More and more businesses today are utilizing technologically advanced sales automation tools in order to get in touch with their customers instantly. When used properly, it will allow you to communicate directly with your customers as they will be reading the proposal documents that you have sent them. This ensures that you will be able to answer any questions that they may have swiftly and efficiently.
Here, we will discuss a few methods that you can utilize to ensure that you boost your sales using live chat.
1. Perfect timing
Many businesses will utilize live chat to ensure that they get in touch with their potential customers at the right time, which is known as ‘perfect timing’. With the right software, you will be able to see exactly when your potential customer gets engaged with the sales documents you have sent them. If you notice that they have finished reading the document, or maybe they seem to be stuck on a section, you can see this as the perfect time to initiate a live chat. This will ensure that the potential customer will be able to ask you questions ‘there and then’, rather than wait for it. This will boost your sales rate.
2. Automated messages
You may wish to utilize automated messages to encourage a client to get in touch with you. The best live chat software will be able to send these automated messages based upon the behavior of the potential customer. For example: if they are regularly viewing specific parts of your sales documents, or visiting the same page repeatedly, it might flash a message to your potential customer asking them if they need any help. If they do, they will be able to use the live chat software and talk directly to your sales team.
Traditional sales reminders are seller-centric, informing potential customers about products and services and why to buy them. With live chat, the sales pitch becomes consumer-centric; you ask potential customers about their desires and wants and then recommend products based on that in combination with their browsing history. Market research shows that the conversion rate with live chat is 127% better than in case of traditional reminders.
3. Be available
If you wish to use live chat to boost sales, then it is important that you are available. There is no sense in having such a system in place, only for the client to find that it takes you hours to answer any message. You will want to be answering messages within minutes. The quicker you answer them, the quicker you will be able to close potential deals.
4. Always be helping
Live chat greatly enhances your inbound sales via real-time interaction with potential customers, and also provide collated data that contain information about the customers’ preferences and most visited pages or sections. When potential customers get in touch with you, you need to show that you are helping them, and be ready to answer any questions that they may have about your services. It is important that there is a sense of warmth in the way that you talk. To ensure that the sales agent is able to satisfy every query, a comprehensive script covering all relevant information and all possible queries or problems is very important. If the sales agent has access to both sales information and any potential customer’s predilections, he or she will be able to close deals most effectively. You may not be able to answer every query that potential customers have via a live chat solution, but with the aid of advanced CRM tools integrated with an all-inclusive sales automation system, you will be able to answer most of them.
5. Ask the hard questions
With live chat, you engage in problem-solving with reference to potential customers. You do not just tell your customers about various products and services; customers tell you what they are looking for, including details about any specific requirements or considerations like a budget limit, etc.
One of the easiest and hardest things for a sales agent is to question a potential customer with reference to his or her intention. While doing so in real life without offending the customer can be quite difficult, live chat enables you to ask a customer questions like, what is preventing him or her from committing to the contract or transaction. Effective consumer communication via live chat has shown up to 23% increase in close rates.
Next generation sales automation tools, such as GetAccept, will enable you to implement live chat into your sales process.
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Read our Sales Engagement guide here.
