Wondering what’s involved with getting live chat on your website? Here’s a quick guide to get you going.
Thinking of adding live chat? You’re not alone. Companies across the globe are responding to the changes in the way their customers want and need support. The days of phone-based service are waning as people are increasingly mobile, short on time with ever-growing to-do lists.
These days, customers are demanding the ease of live chat service. In fact, 44% of customers say live chat is one of the most important features your site can offer and half of U.S. adults say they’ll ditch your site if they can’t quickly find an answer to their questions. Ouch!
Maybe you’re ready to reduce your phone support or cut the phone cord entirely. Perhaps you’re with a customer service provider but are feeling limited by their technical capabilities, or just not too jazzed by their service. If you rely on email support, you may be noticing the cost to resolve a ticket is climbing.
Whatever the case may be, if you’re looking into implementing live chat or ready to take the plunge, here’s everything you need to know. This guide will make the transition quick and easy for your company to get live with live chat!
First thing’s first: What’s the reason you’re seeking to implement live chat on your website? Is it to convert more leads from existing traffic? Provide product troubleshooting support? Book appointments? Or is it simply to spread awareness of your brand’s products and services? Take the time to get crystal clear on what you want to get out of live chat. That helps your live chat provider hone their messaging to help you track progress and reach your goals.
Whenever you bring on assistance for your marketing efforts, you’re going to need to have all of your media assets ready to share. This includes:
To get started with a live chat service provider, your company website needs to have Google Analytics (GA) set up and properly tracking traffic. The rich data provided by GA helps us identify crucial site usage information, including where your customers are engaging and, importantly, where they’re abandoning the site. Already have it set up? Great! You’re good to go. Not sure if you do? Get thee to a web developer pronto!
CTAs — or calls to action — are critical in boosting your business. Ideally, you’ll have two CTAs:
Why would you bother having an indirect CTA? Because not everyone is ready to buy the second they hit your site. Sales cycles vary by industry, and you want to have a hook for people who are in the awareness-building phase of their purchase as well as the hot leads ready to buy.
Create a form that will collect your users’ contact information. The form should focus on the essentials: name and email address, with an option for a phone number if your product or service calls for it. While it’s tempting to collect as much information as possible from your site visitors, make it easy and low-key for them to provide you with this valuable information. A simple Google Form is plenty for most clients.
With all of your assets ready to go, signing on with Ravience is a piece of cake. With us, the process from contract to go-live is about a month. Every piece of data you have ready makes the implementation all that much easier. Internally, we’ll review your existing customer service materials and any FAQ you have, then thoroughly train our team of U.S.-based live chat agents on every aspect of your company.
Once we’re live, Ravience monitors every chat to make sure your messaging is on point. And since we’re real people, not bots, we can adjust our tone and responses as needed.
Got more questions? Ready to get started? Shoot us a message and we’ll set up a time to discuss your business’ unique live chat needs.
Join the thousands of others on the Raving Fans email list to receive premium content, exclusive free goods, and all the must-know on a weekly basis.