Use live chat to convert leads and spread holiday cheer!
With the holidays on the horizon it’s time for your small business to amp up its live chat efforts and provide top-of-the-line customer service that converts all those extra website visitors into loyal customers! Here are eight tips to help you make the most of this shopping season.
1. Answer ASAP with Canned Responses
When you have messages pouring in it’s essential to make sure you’re not wasting any time. Luckily you can create pre-made answers to the questions your team gets most often with canned responses. With canned responses you can instantly choose replies from a dropdown. Just remember to keep these responses true to the voice of your brand. People appreciate the friendly nature of live chat, so don’t be overly formal!
2. Be Available More Often
We all know what it’s like to scramble for those final few gifts! Understand the mindset of your customers and try to expand your hours of availability to accommodate the unfortunate last-minute shopper. If this time-pressed group can’t get their questions answered immediately, they’ll head elsewhere, so make sure you don’t miss out on those leads.
3. Make it Easy to Multi-Task
Adding availability hours would be a hassle if it meant you had to be chained to your desk, but our free mobile chat apps for iOS, Android and Kindle allow you to answer chats from anywhere. If a shopper wants to chat, the apps send you a notification so you can have quick conversations and get back to your holiday shopping.
4. Recruit Your Teammates
If you have a significant uptick in traffic during the holiday season, don’t go it alone! Once you’ve set up canned responses it’s really easy for your team or seasonal employees to jump in and help out. The more the merrier!
5. Reduce Shopping Cart Abandonment
As hard as it is to believe, almost 70% of online shopping carts are abandoned. Don’t let these white-hot leads escape! Encourage potential buyers to complete their order by automatically engaging them through live chat. With chat triggers you can specifically target shoppers on your checkout page to see if they have any questions that need answering before their final purchase. If they decided to engage with you, you’ll get notified to jump in on the conversation and help them out!
6. Connect with Mobile Shoppers
This shopping season more than 53% of consumers will make purchases from their smartphone or tablet. That means you need to be providing the same great service on your mobile website. Double check your chat box settings to make sure the mobile version is enabled.
7. Answer Questions from Social
In today’s digital world, 71% of consumers are more likely to make a purchase based social media referrals. Make sure your small business is providing top notch customer service on those channels as well by embedding Pure Chat on your Facebook page or including chat links in your Twitter bio.
8. Eliminate Missed Chats
Live chat is an awesome resource for holiday shoppers, but if buyers don’t get instant responses from your team it may hurt more than it helps. That’s because 60% of shoppers aren’t willing to wait more than a minute for a customer service response. Don’t disappoint potential customers and make sure your chat notifications are turned on. When you add SMS notifications Pure Chat will send you a text if a chat hasn’t been answered for more than 30 seconds, so no one slips through the cracks!
Decorate Your Chat Box for the Holidays!
Download a pack of 6 free images we’ve created for you and upload them
to your chat box to show your holiday spirit.