hen people buy things, pop up a dialogue box asking what
the decision to actually he can do to help. Better than a
purchase is a combination search box, he can guide the
of logic and desire. That latter visitor into buying something, or
half of the buying process is help that person find something
clinched and what the web seems suitable.
to lacking - some heart.
That special treatment.
If you leave a visitor on his own
to buy from your site, what would Many, if not all buyers, want to
encourage him to make the actual be treated as valued customers.
purchase? How do you nudge the That personal touch of having
ones who have doubts? someone know what you want, is an
edge that pushes sales further,
Searches are not enough. even generate repeat sales.
If there is someone to answer Post-sales support is also
questions, rather than referring enhanced by this personalization.
to a list of FAQs, a prospect is A dissatisfied customer is not
more easily converted into a likely to come back for any more
customer. dissatisfaction. If there is a
person who can answer a
On a web-based store, this can be challenge, or respond to a query
made possible with the technology in a way that is suited for that
of live chats. When a visitor has customer, you will have some
established a history in his happy people coming back for
visit (length of stay, depth of more.
search, number of visits, etc.),
you can already see the interest. Some tips.
An online sales agent can then
It isn't all that easy though. In not only give a satisfactory
a live chat, your agents must be answer, but also actually respond
careful. There is still the to the situation at hand. On the
danger of breaking the deal. Here other hand, if you are wary about
are some tips that can help make this much latitude among your
the chat more positive, if not a agents, have a group think of
success: every possible scenario in
creating the canned responses,
1. Be courteous. Do this though that can prove to be a
especially if the visitor is lengthy and drawn-out process.
aloof or rude. A canned intro
helps. This should bear your 4. Keep all records of all chats
company tone and stance. in the history. If possible,
create a summary of the chat
2. Avoid making your customers session to go with the file to
repeat themselves. Have your save time for people reviewing
agents read the profiles and it. This will help you create a
histories of your customers more precise profile of your
before they engage in the chat. customers.
3. Let your agents personalize Surely, there are more things you
after the intro. All calls are should bear in mind, but these
unique. Cases vary among will do for a start. The more you
customers and so do the responses use this technology, the more
to them. Make sure your agents you'll learn on how to make it
are well-equipped with the more effective.
knowledge and training that will
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Danny Wirken
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