A potential customer enters your store and wanders about it aimlessly. After spending a few minutes in your store, the person leaves without a word. Later, you see the same person walk past your store with an armload of packages from your competitor.
While this may not be the case in your store, it probably is exactly the situation for visitors to your website. They wander your obviously intuitive website looking for information that you’ve placed right in front of them and then they leave. When they leave without sending you an email or calling you, you figure that they really weren’t interested in want you offer.
In today’s world of more competition for fewer sales, are you sure? Wouldn’t it be better to engage with them to learn about their needs and wants? Even if you didn’t have what they wanted, wouldn’t you like to know what interests a potential customer?
More and more businesses are using live chat on their websites to engage with visitors, learn about them, and increase sales volume and profitability.
Live chat is simply a way of using text messages between a visitor on your website and a person in your business. Like answering a telephone call, a live-chat session is an opportunity to answer questions, make suggestions and take sales orders.
However, unlike a phone call, often multiple chat sessions can be handled by 1 person. This capability has the potential to make live chat more cost effective than telephone calls.
One of the most useful features of modern live chat systems is the ability to track visitors’ navigation paths on your website in real time. You can use this information to find common preferences, patterns and even problems with your website. Some systems will even allow you to “greet” or invite visitors to chat when they arrive at your website or at specific pages.
Basically, enabling your website with live chat is just like having a sales & service person in your store ready to greet and serve customers when they choose. While some people may not want a sales & service person to follow them around the store, most people want to be served when they want and right away.
In other words, when the customer knocks on the door of opportunity, be sure to answer it right away and in the manner they choose whether in-person, phone, email or live chat.
*This article was written by guest blogger Tim Ryan. You can learn more about Tim by visiting his website MindMySite.com.