Author: Robert Nelson

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...

Learn how to maximize the chat box on your website Even though live chat is an inexpensive tool, you still want to make sure you’re getting the most out of this lead generation machine. With just a few tips and tricks you can turn up your live chat efforts and turn the trickle of conversations into a flood. We’ve talked to thousands of small business owners and entrepreneurs who use live chat and gotten the best “cheats” that make generating leads a breeze. Maximize your availability Your website visitors have questions. Are you available to help them? The more time you’re available and accessible for your visitors and customers, the most you’ll be able to help them. In fact, by 2020 customers will manage 85% of their relationships without talking to a human. Instead of forcing your website visitors to email you (or worse call you) just set your chat box status to available more often. Respond instantly Studies have shown that most people can’t stand waiting on customer service for more than one minute. In addition, research shows that 35-50% of sales go to the vendor that responds first. Responding instantly is made much easier by setting up desktop notifications. You can also set up SMS notifications if you’re not alway at your desk. That way, any time someone starts a chat, you’ll receive a text message. If...