Attention e-commerce store owners, the holiday season is just around the corner and shoppers are about to bombard the stores with orders. However, it does not happen like that; buyers tend to do the price research, learn about the e-commerce store, and read the reviews before placing an order. For small e-commerce operations, it is extremely crucial to turning every visitor into a repeat customer. In the customer-vendor relationship, it is very easy to achieve it through personalized messages to make the unique visitor feel like a star.
The similar personal touches can be delivered using a real-time communication tool such as live chat. Statistics released by MarTech suggest that more than 51% of customers are highly likely to purchase from an e-commerce store that offers live chat. Out of this 51 %, almost half say that they will return to a website with the live chat support function. For small businesses, it is not possible to staff a complete chat channel for the entire week due to budget constraint.
Luckily, with the evolution of technology and the growth of the customization trend, you can implement the live chat support feature for a specific time period each day. Let’s discuss the 4 ways you can target your efforts.
Identify the Peak Hours
Just like a physical store, an e-commerce store can have times when the store is flooded with customers. There can be a number of factors for it but if the traffic is due to some factors, peak hours cannot be identified. Under normal circumstances, there can be several hours when the traffic on the website is more than usual. For this purpose, you can use some analytics tools like the Google Analytics that can give you a complete overview of the peak hours on your website when the traffic is more than usual. However, using just the analytics tools is not enough, you have to make sure that you collect the actual meaningful data like the chats you receive during those hours and how many of them have been useful. This is going to be a long practice and may take more than 2 months to collect the right data. Once you have the data, you can implement the live chat support feature and make it active during the peak hours to cater to a large number of customers. Furthermore, you can use the live chat support feature in coordination with your other digital marketing activities like the newsletters, promotional emails, and other stuff but when you do, you should be available on the live chat because any customer who clicks on your email will be having some questions to which instant answers would be required.
Control the Visibility of Your Chat Box
The basic problem with chat boxes is that they are not prominent. A lot of customers complain that some stores don’t have a live chat support feature while in reality, the feature is there but not that prominent. Having a hidden live chat support feature is not going to fetch you customers because a unique visitor will not bother to explore your website for the feature but rather, they would move to some other store. The best possible way to eradicate this issue once and for all is to create the live chat box in a pop-up manner with a greeting message. Please note that popups can also get frustrating for the customers. Our recommendation is to start by hiding the chat option everywhere on the website and then adjust the rules of displaying it strategically. Here are a few suggestions:
- Show the live chat option only at crucial stages, for example, the shopping cart or when a product is added to the cart.
- Show the chat option on new pages where you are promoting new offers and exclusive discounts to increase the interest of the customers.
- Show a welcome message to a new visitor landing on your site. Ensure that the message is displayed after 20-25 seconds.
- Limit the appearance of your live chat option according to the demographics i.e. only available in the region you are operating or targeting.
You can use these strategies in isolation or together, or you can also define your own rules. The aim is to ensure that you are only chatting with those who are genuinely interested in purchasing your products so that you can engage them at moments when a little information can help you close the deal in a friendly manner.
Prefer Quality to Quantity
For small business owners, proper utilization of time and resources is highly important. You should realize that it is not just the time that is short in supply but your mental capacity too. By trying to indulge in multiple conversations at once, you are actually draining your brain. You can serve your business in a way better way by providing outstanding services to one customer and closing that single sale because a single sale is better than hundreds of useless casual queries. In order to avoid getting overwhelmed, you can configure your live chat support software to hide the chat box when you are dealing with a specific number of people. Moreover, you can also manually hide the chat button if you feel some extra pressure. It is highly suggested to prioritize your time to deal with quality conversations. The pre-chat survey is also a productive way to segregate genuine chats with fake and casual ones.
Seek Feedback to Make Improvements
Feedback is the only way to make the improvements the way your customers want them. Being the owner, you should realize that your customers use your website more than you do so it should be an absolute image of their demands. It will only take a few hours each week on chat to determine how your visitors think about the website, what their needs are, what confuses them, and what delights them. This perspective can help you greatly achieve the targets you are looking for. It is also a fact that indulging in dozens of chats will drain your brain and you will not be able to focus on things that matter a lot. So, why not seek feedback only from those customers who shop on your website and utilize it to make the changes? It would be a true reflection of the demands of your customers.
Through the above ways, you can target your live chat in the most productive ways. However, it is not as simple as it sounds like. You need to hire the services of a professional company like TransData having years of experience. TransData is a leading company offering live chat support tailor-made to your business requirements. No matter if you need the live chat support feature for a specific time of the day or overall the day, we are here to help. For more information, contact us today or send us an email to get a free quote. You can email us at firstname.lastname@example.org.