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Author Topic: Addressing Emotions: Live Chat And Customers  (Read 779 times)

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Offline Perfect

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When people buy things, the purchase decision is actually a combination of logic and desire. This second half of the buying process and what is said the web seems to be missing - a heart.

If you let a visitor in your own to buy from their site, so encourage him to make the actual purchase? How can push those doubts?

Searches are not sufficient.

If there is someone to answer questions, instead of referring to a list of frequently asked questions, one possibility is easier to become a customer.

In an online store, this can be possible by the technology of live chats. When a visitor has established a history on your visit (length of stay, the depth of the search, the number of visits, etc) and you can see the interest. A sales agent online, then you may see a dialog box asking what you can do to help. Better than a search box that can guide the visitor to buy something, or help that person find something suitable.

That special treatment.

Many, if not all buyers want to be treated as valuable customers. That personal touch of having someone who knows what she wants, is a further advantage that drives sales even generate repeat sales.

post-sales support is also enhanced by this customization. A dissatisfied customer is unlikely to return for any further dissatisfaction. If a person who can respond to a challenge, or answering a question in a way that is suitable for that customer, you will have some people happy and coming back for more.

Some advice.

It is not so easy though. In a live chat, their agents must be careful. There is still the danger of breaking the agreement. Here are some tips that can help make the discussion more positive, if not a success:

1. Be polite. Do this especially if the visitor is aloof or rude. An intro can help. This should be the tone and posture of the company.

2. Avoid having them repeat customers. Have your staff read the profiles and stories of their clients before participating in the chat.

3. Let your personalized agents after the intro. All calls are unique. The cases range from customers and so do the answers to them. Make sure your staff are well equipped with the knowledge and training that not only give a satisfactory answer, but have also responded to the current situation. On the other hand, if you are careful about this much latitude between its agents, a group think of all possible scenarios to create canned responses, however, can be a long process.

4. Keep all records of all chats in history. If possible, create a summary of the chat session to go with the file to save time for people to review. This will help create a more accurate profile of its customers.

No doubt there are more things you should keep in mind, but will do for starters. The more you use this technology, the more you learn about how to make it more effective.


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