When you hear “live chat help” you probably think support or customer service.
Well, you and me both, my friend.
Imagine my surprise when I started using our live chat software to talk to website visitors on customericare.com. 80% of chats happened pre-sale!
I was a bit scared to answer chats at first as I don’t have extended technical knowledge of our app. I know realize how silly that was.
80% of questions are more sales related than technical. And I can answer 99% of these questions on the spot.
So how can a live chat help software help you sell?
No Matter What Some Experts Say, People Still Need Help To Shop
Customer service doesn’t start after the sale. It starts as soon as a potential customer comes in contact with you.
Online this could mean that they engage with you on social media, comment on an article about you or, you got it, visit your website!
Now picture this: Let’s say we have a guy name Robert. Robert owns a small flower shop just out of Sacramento.
One day, while Robert is working on a beautiful bouquet for an upcoming wedding, a young guy comes into his shop.
He spends few minutes looking around the store but really seems lost.
What should Robert do?
1. Ask the young gentleman if he needs help?
2. Do nothing. It’s a self service shop!
Answer number 1, right?
Now, imagine Robert owns and online shop.
Same scenario. A customer comes to his flower website, start looking around and is definitely lost.
What should Robert do?
Well… in 90% Roberts of this world will do nothing! And the potential customer will just leave…
That’s where live chat help comes into play. It’s the closest you can come to a real life shopping experience and offer customers all the help they need.
Not Convinced? I’ll Let Statistics Speak For Themselves
According to a report by eConsultancy, 83% of online shoppers said they needed a form of support during their online journey.
And that’s only the beginning!
51% of online shoppers said they would try once or give up immediately when looking for help BEFORE an online purchase.
While 76% will try at least twice if looking for help AFTER a purchase.
In other words, if you are not quick or proactive with potential customers, they will just leave. Sounds like there is a lot to gain here!
And here’s the cherry on top of the icing, on top of the cake:
When asked what support systems they would like to see, here’s what customers said: Phone (60%), Email (60%), Live chat (57%).
That’s a lot of numbers.
Let’s do a quick recap: 83% of online shoppers said they need help at some point when buying online. They’re ok with either phone, email or chat but they are not really patient if they have a question before purchasing.
Now think about it, are you there to help customers before they purchase? Are your contact info really easy to spot? And I’m not talking about a contact us section in the footer. I’m talking about a phone number or email in the header or a live chat button at the bottom of your page.
Your “Bridge To Sales” Won’t Do Any Good If It’s Hidden On The Other Side Of Your Website
Let’s make this visual!
Imagine your customer is on one side of a river and the item they want is on the other side. In order to get to the item, they just need a bridge.
Directing them to a FAQ would be like them finding one bridge, pointing them to another bridge, pointing them to another bridge… You got it, 3 hours of tears and sweats later, they either finally get to the other side or end up lost in uncharted territories.
A contact page with an email form would be the equivalent of them seeing a sign pointing to a bridge. They follow it, walk, walk and walk for as long as it takes you to answer the email. If you answer in five minutes and give them all the answers they need, they find a bridge after 5 minutes, get to the other side and the experience is pretty good. If it takes you 20 hours to reply, they will walk and walk and walk until they see another sign, for another bridge. Your competitor’s bridge!
Live chat is like having someone come and say “Hey there! You look lost. Can I help you get to the other side?”. Your customer doesn’t have time to wander to your competitor’s bridge and they end up on the other side faster. They get what they want, they are happy, you are happy. Everybody wins!
Ready to give live chat a try?
(It’s free, all you need is an email address. It’s worth a try… just sayin’)
A Final Word On Live Chat Help And The Proactive Aspect Of It
What makes live chat help perfect for pre-purchase requests is the proactive aspect of it.
Let’s get back to Robert and his flower shop. Picture the difference between him waiting at his counter for the customer to ask for help and him walking up to the customer and offering his help.
If you ask me, that’s the difference between a sale and no sale!
If you ask Scott Stratten, it’s the difference between nothing and 79 dollars worth of “Lush” soaps that he absolutely didn’t need.
Watch the video below if you don’t get this witty reference:
Good, proactive service is what makes the 83% of customers who need help buy from you!
Online, live chat is the only instant and proactive way to reach out to customers.
Here’s how it works: you define rules that will trigger the live chat window to popup with a custom message.
For example you can setup a chat invitation to appear after a visitor spends 30 seconds on your homepage and have the first message say “Hi! Is there anything I can help you with today?”.
“Wow, yes I do need help”. That’s what some of your customers will think.
And that’s why live chat help is worth it.