In business, increasing sales is the key to success. Each aspect of business is important and must be carefully monitored, but nothing gets more attention from owners and senior leadership than increasing sales.
With globalization, increasing sales can be both, easier and harder – easier as it opens up a broader consumer market but harder as it also opens a company to additional competition. Live chat is proving to be one of the tools to help increase sales. When implemented and utilized correctly, it will move businesses to a whole new level. Here are four ways your business can increase sales with live chat.
Inbound vs. Outbound Leads for Increased Sales
Any business knows that an inbound generated lead is much more valuable than an outbound generated lead. Chat provides quality inbound leads in a way no other means can. Studies have shown that when someone chats, they are ready to make a major purchase. Why is this important? When someone takes to the time to engage in live chat and inquire about a product or service, they are coming to the end of the buying life cycle. This is the time to capture contact information so that your sales team can close the deal. No other form of customer support allows a consumer to speak with a representative in a way that is less intrusive than live chat.
Qualify the Lead
Live chat can also allow businesses to qualify a lead to increase sales. Asking the right questions early will help sift through the tire kickers and on to the people farther along the buying cycle. Scripts can be set up to ask the visitor questions to see if they are really interested and if they have funds ready for purchase for larger ticket items. Some questions we ask for clients are:
- What is your budget?
- Is the budget approved?
- When do you need it?
- Do you have financing or will you need help getting financing?
Scripts can be set up to ask any questions needed to help qualify the lead and for any industry. By asking direct questions, it also keeps the visitor engaged and the chat operator in control of the conversation.
Using a Proactive Approach to Improve Lead Conversions
One of the cool things about live chat when it is used properly is the fact that you can proactively invite and/or engage visitors to chat with you. Our experience has shown that most visitors chat by accepting the proactive invite vs. clicking on the chat button themselves. As already mentioned earlier, those that chat are ready to buy, and the best way to increase sales is to connect and convert those visitors who are ready to purchase.
Increase Traffic to Your Site
Your initial reaction may be, “How can live chat increase my traffic?” Search Engine Optimization (SEO) can be a difficult tool to understand. Within SEO, there is a term called bounce rate. This is a statistical measurement of visitors who come to a site and leave without exploring past the initial landing page. When a website has a high bounce rate, search engines view the site as not relevant, which gives the site a lower search ranking. This means that as consumers search for your product or service, your site will come up lower in the search results and will be found less often.
Live chat makes a website more “sticky.” When a visitor comes to your site and is proactively invited, a high percentage of them will engage in chat. Average chat times vary upon industry but usually last between 8-12 minutes. The search engines recognize these sites as relevant, since visitors are staying on the site longer, thereby increasing the site’s search ranking. From there, it’s quite simple. Increased search ranking results in more traffic, and more traffic leads to increased sales.
So How Do I Get Live Chat on My Website?
The most cost-effective way to incorporate this function is through live chat outsourcing. Partner with a company like Chat Logic, a live chat management provider offering every possible feature, including staff to cover your site 24/7. Learn more about us, and chat with one of our live agents.