Читать книгу The Conversion Code - Крис Смит - Страница 28

Of respondents, 44% stated that having questions answered in real time during a purchase activity is the most important feature a website can offer¹⁰ and 38% of customers reported making a purchase after having a good session with a live chat agent.¹¹

If a visitor engages with a live chat agent, they're 2.8 times more likely to end up converting.¹²

The key to any live chat tool is that someone has to be available. You may not be on 24/7 but remember: just like it is critical to call an internet lead immediately, the same is true for live chat. You have seconds, not minutes, to respond. You (or a member of your team or someone you outsource monitoring the live chat to) should get a push alert each time someone starts a new chat and hop in as quickly as possible.

Be helpful, but make sure you get their information (name, email, phone number) during the back and forth. They want to use the chat to get a quick response. You want to use the chat to capture and convert a high-quality lead.

You want a lead on your calendar, not just on your website.

I have found that live chat leads are some of the best leads. If you have not been getting them until now, start immediately. If you have a live chat now but are not using it the right way, you will find that these best practices can regularly get leads who are ready to transact.