elling used to be so much
harder than it is, but more When Alexander Graham Bell
effective! In the early invented the telephone, little
days of trading, people faced did he anticipate the power of
each other, convinced each other, reaching people so far away with
exchanged wares and were all the sound of the voice. To people
happy about the transaction. Some who sell, this was a goldmine.
would fail but most did not. Why? Dial any number and offer your
Because those who bought products. This provided a bigger
something had help in finding market, yet it also increased the
what they wanted. The one who chances of rejection. The basic
sold, responded immediately to flaw here is obvious - the cold
inquiries and challenges. In the calls are shots in the dark.
end, both buyer and seller are There is no initial interest on
happy. the part of the person called.
Letters came in handy for many If the prospective customer made
sellers, especially those who had the call, then it's a different
a lot to say and a lot to show. story altogether. There is the
But then, let's face it - this interest and a sale can be
phenomenon also gave birth to the pursued. There is something
term "junk mail." Sales people lacking though - the visuals to
did less talk and spent less on show your products.
personal appearances but very few
of these letters got favorable Enter the age of the Internet.
responses, or any attention at Letters became emails. Phone
all. Why? You guessed it - no calls became chats.
personal touch. The recipient of
the letter did not have anyone But wait, there's more! This new
there to answer questions. technology gave the selling
person more ammunition in the Your Customer Service
form of reports, histories, Representatives (CSR) is
profiles and the ability to converted a talking box that can
engage in conversation and use lead your visitors to what they
visuals at the same time. need (better yet, to what they
want). And, viola, a visitor
Yes, chats convert more visitors becomes a customer!
into customers.
Many online stores have
In buying, people are driven by implemented this live chat system
want. A lot are driven by need. into their web-stores and the
Consider your web-store as an result is definitely positive.
actual store - where people can Higher sales figures come from
come in, take a look and buy. the increased conversion rate of
Note: they come to you, hence, visitors to customer. Before
there is interest in what you chatting was involved, 98% of
offer. visitors leave the online stores
without making any purchase. That
Put in the personalized service 2% does sound very dismal. After
that a salesperson presents incorporating the live chat sales
through live chat. After a little support system, some web-stores
talk, your visitor starts reported up to 25% conversion
deciding to buy. A little more rates.
nudge, and their in - hook, line
and sinker. If your salesperson So think, wouldn't you rather be
is good enough, that customer making $25 instead of just $2?
will come back for more.
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Danny Wirken
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