Can you recall the last time you had a new person start in your workplace? Was it something you were dreading? Were you thinking,
“Oh my, I have a new person starting… My whole week is going to be taken up with training.”
I know. I’ve been there many times in the past. Well I want to show you a system where, not only will your staff be delivering world class online service, it’s a system that will train any new staff quickly and efficiently… as well as removing the dread you may feel when a new person starts.
The system I am referring to is an onboarding process we implement at Chat2 when a new client chooses our Concierge Service. What we do is create a knowledge base around their business so we can answer the most Frequently Asked Questions (FAQs) from their customers.
So why is a knowledge base important?
Firstly, and as mentioned above, a well-constructed, well-researched knowledge base saves you time during the training process.
Secondly. A quality knowledge base shows consistency of message and brand. It’s important to ensure that everyone who represents your business is saying the same thing to each and every customer each and every time.
Thirdly. An up-to-date collection of pertinent FAQs ensures your staff are delivering faster, and more efficient, service. They know the answers to the questions and are drivers of world class customer service.
Finally, having an ‘en pointe’ knowledge base will identify information gaps that your customers may experience on your website. If customers are asking questions and there is no answer readily available it needs to be added to the knowledge base. These gaps in knowledge may even identify opportunities for new products and services, or alert your business to provide and promote information more effectively online.
Now most businesses have FAQs already set up on their website… But let’s be honest. Who actually clicks the FAQs and, really, who reviews them one by one looking for answers? Not many people is my guess. My experience with live chat has shown me that people want answers fast. They don’t have time to read pages and pages online, hoping to find the answer they’re looking for. By setting up a solid knowledge base for your business you’ll be able to help them find quick answers to their questions.
So where do you start?
Get your staff together for a 20 – 30 minutes brainstorming session. Ask them to come prepared with 3 – 5 questions that they’re asked all the time on the phone or by email from your customers. Even if you already have FAQs somewhere in your business or on your website still do this exercise and start fresh. Write these up on a whiteboard so everyone can see them. You’ll start to see common threads and themes emerging.
Now colour code or group them in some way so as to create a common theme. Let’s use the hotel/resort industry as an example as it’s very topical right now. Hotels and resorts are trying to encourage more direct bookings through their websites rather than through the Online Travel Agencies (OTAs) who charge exorbitant fees. Working with us is providing a great opportunity to attract more direct bookings…. But I’ll talk about that later…
So for the hotel industry, the evolving themes could look something like:
On a personal level, when I’m travelling with my family and researching hotels, I’ll be asking questions about adjoining rooms, good wifi, restaurants close by, views from the room… to name a few, and as you can see these specific questions are easily grouped under the above topics.
If you already have a list of FAQs, now’s the time to review them with your team and add any FAQs you may have missed into the burgeoning topics list. Doing this as a team will initiate even more FAQs as new topics are raised and discussed.
Now’s the time to open your website and discuss each of the menu headings with your team and try to view your website fresh eyes. You’re likely to identify more FAQs. Don’t forget to add questions like “What is your phone number?” and “Where are you located?”. I know they’re in front of the customer on the website, but you’ll be amazed by how many times we‘re asked those questions!
You’ve now created the knowledge base for your business. It’s time to put it to work!
There are four main channels customers use to connect with you. Phone, email, social media and live chat. Your new FAQs will be a resource document for your staff to search and answer questions for the first two channels. It should be available electronically as the Go-To resource…Now you may be thinking,
“But my website already provides all this information.”
Well mostly, but some information may be quite hidden, requiring your visitors to click through several menu items to obtain this information. Can I just say that today’s online customer is much less likely to do this. We’re all now so time poor and, like you, your customers want a quick response to a question as I’ve outlined in my article “How Fast is Fast Enough”.
Keep in mind that your website only provides some of this information as there are some answers that are just not relevant to place on your website. So going back to our hotel example, questions like,
“How do I get a receipt after my stay?”
“I left my phone charger in the room, can I get that sent to me?”
“I have a 4WD is there any secure undercover parking for a large vehicle?”
So more specific questions for more specific instances where your staff still need to know how to answer. These all form a part of your knowledge base as well.
How does the knowledge base work for the live chat and social media channels?
With Chat2 software, the knowledge base is uploaded into the chat software and because Chat2 integrates with social media, you can answer questions from customers on your website and on your Facebook page from the chat dashboard.
So with hotels, one of the most frequent questions we get is,
“How do I get to the hotel from the airport?”
It’s as simple as typing the first few letters of the main subject like “airport” or “transport” or “transfer” and the artificial intelligence built into the chat software will suggest the appropriate response direct from your knowledge base. That’s how easy it is! There is no searching as the chat software does that for you and provides a list of responses that may be suitable. Your staff choose a response that can be edited prior to being sent in real time to the customer.
Your staff have just excelled in providing a quick, knowledgeable, relevant answer to the customer waiting in real time. There has been no need to seek out the answer from an alternative resource, they haven’t had to ask a colleague or better yet, haven’t had to come and ask you. It’s a win/win all round! Your customer has received their instant answer; your staff have found the answer to provide easily and simply; and no one has taken up your time in teaching where, how and what is the answer to this question!
If your new employee can initially spend time on live chat to answer customer questions directly, and online with the artificial intelligence within the Chat2 software, it’s a quick way for them to learn the business as all the answers are presented for them. They will be able to review the history of chats to learn from what customers have asked previously and how they have been answered. Chat2 software is an incredible training tool for all new starters to your business.
Now as to why our hotel clients believe Chat2 gives them the advantage over those monstrous OTAs who charge horrendous fees and take a large portion of their revenue? It’s simple really… when a customer checks out the hotel website from the OTA, they are greeted by a warm, friendly helpful service through live chat. This is a service they don’t receive from an OTA, so the hotel can get the upper hand by extending this professional, warm online customer service and provide the instant answers being sought by their customers. The hotel has the opportunity to promote the hotel through this engagement and, more often than not, obtain the direct booking.
At Chat2, we help businesses stand out in the noisy online space so they can compete against their giant competitors.
We provide a point of difference. Particularly for our hotel clients, the Chat2 Concierge Team melds into an extension of the frontline reservations team.
With our Concierge service we create and set up the knowledge base for you. We do this initially through an online form and the Chat2 team then intensely review the business website creating the FAQs. We also have the knowledge and experience of knowing what online customers ask for your industry, and ensure all questions are covered. We generally start with 60 – 70 FAQs for a new client and as we progress and answer chats, we discover new FAQs so consistently update the knowledge base for the business. We ensure that your online customers only receive the latest and most relevant information from your business. We highly value the brand and message of our clients and ensure it is promoted and consistently maintained online. If you would like a knowledge base created for you please come and chat with the team at www.chat2.com.
Or we can assist to get you started. In our shop we offer templates of FAQ’s for several industries, so just go to www.chat2.com/shop and scroll down to the FAQ’s. If your industry is not there, we can customise a template for you or specifically generate a knowledge base for your business.
A strong, solid knowledge base used in conjunction with live chat can put your business ahead of the noisy online crowd in your industry. Your staff will have instant access to answers asked in real time by your customers online. Your new staff are easily trained. Your business is delivering a consistent message on brand over and over again no matter who they speak with… and you can spend less time on training directly and more time on the pertinent issues for the business.
Does this sound familiar to you? Over the past few decades the way we conduct business has changed substantially. Websites, email, social media, mobile sites, instant messaging, B2B marketing, SEO etc etc etc… We’ve all had to embrace these rapid technological shifts and many business tell me it’s one of their biggest challenges is keeping up with technology
So what next? Right now we are on the cusp of the next BIG tech change in the way we communicate with our prospects and customers.
On a daily basis I am finding that businesses still hesitate to take that leap and offer live chat to their customers – who are ready, willing AND waiting to talk online! Why? Let’s explore the top 4 reasons given by companies as to why its not the right time to implement chat.
At Chat2 we have discovered if you wait too long, it’s your competitor who embraces the chat channel and begins to attract all your online sales as well as their own. So it’s better if you can beat them to the post! In this age of technology where greater information power is with the online consumer, business should not wait to provide what online customers are demanding – instant communication!
When offering business this instant line of communication for their online clients – we hear so many reasons as to why it is not the right time to introduce a live chat channel. So we may say:
“Hey – we’re offering you the tools and the service to talk with your customers when they are at the door of your business. They are in your website and you can talk to them while they are there, right in that moment of real time. You can ask them directly, ‘Can I help find you something?’ or ‘May I ask what you are looking for?’ How does that sound?”
The response we receive from the business is commonly:
“Oh no – My customers will phone me, or use the contact form or email”; or
“I am too busy at the moment to implement live chat”; or
“My website provides enough information to customers, so I don’t need chat; or
“The questions people ask on live chat is on my website – so they just need to read!”; or
“Oh – my website needs to be updated so live chat wouldn’t work for us”.
Can you relate to any of these? If you do then you are certainly not alone, as it is what we hear everyday. I must admit chat is certainly a change to the way we are use to doing business. We have never had the opportunity before to give our customers the opportunity to engage immediately with us in real time through our website. This has never been possible before. A website has always just been a billboard for business, with a humongous amount of information for the visitor to trawl through. Though the problem is visitors are not keen to do this anymore, particularly once they have experienced conversing in the live chat channel. Wouldn’t you be more likely to make the sale if you could talk with them while they are on your website?
Of course, you can choose to keep that online virtual door tightly slammed shut to your online consumers. Though if your competitor has chat and you don’t – which business (as a consumer) would you prefer to deal with?
Let’s look at the top 4 excuses reasons we hear everyday and how they can be solved so your business won’t miss out on sales.
“I prefer to get a customer on the phone as it is so much easier to convert.”
The phone and email is certainly the channels most businesses are most comfortable working with, as it has been the main tools available. Though with advances in online technology and more power being given to the consumer in obtaining information so readily, businesses need to move quickly to grow online into the future.
Tools and technology are now available to meet high customer expectations for speed of information. Business should investigate and trial methods like chat to see the difference to their business. Consumers are becoming weary of being on hold on the phone or waiting hours for an email answer. Live chat is a huge growth channel and businesses need to be onboard for the ride. According to Gartner – it is expected the chat channel will grow by 400% as a preferred customer digital engagement channel from 2015 – 2018. With the predicted growth of this channel and the significant benefits it provides to businesses as well as customers, the chat channel should be embraced sooner rather than later!
“I am too busy at the moment to implement live chat.”
It’s so easy to implement! The code takes 10 minutes to paste. If you don’t have the staff to answer chats, the Chat2 Concierge team are here to get you started. We assist businesses to transition to chat by setting up chat, creating Frequently Asked Questions and Answers (FAQ’s), answering chats, transferring chats, providing training to staff and doing anything we can to ensure you are successful in your implementation. We know what works and what doesn’t. You give up 20 minutes of your time to guide us in the setup and our team at Chat2 do the rest. We are an experienced team of professional chat operators and software developers. In no time you will be seeing more leads and sales coming through your website utilising the Chat2 channel.
“Chat2 paid for itself after only one day. I had 3 chats in the first 10 minutes and one was a fabulous sale!”
Brenda – FNQ Apartments
“My website provides enough information to customers”
“The answers to the questions people ask on chat are on the website – they just need to read!”
Consumer behaviour is changing rapidly online and gone are the days where a visitor will sit there and read pages on your website searching for information. If it is not clear to them at a quick glance of the first page or two – then they are likely to seek out a competitor. So you may have a beautiful website with all the right information but customers want information now and easily accessed! Chat provides businesses with the tool to provide the relevant information fast and meet the customer expectations. I say “Wow with the Now!”
“Oh – my website needs to be updated so live chat wouldn’t work for us”
“We are going to implement a new website soon so we’ll put chat on then”
I ask you – “Will your website ever be completely up to date?” Our clients love chat as they know their online customers are receiving correct up-to-date information through chat daily. Visitors are regularly asking for clarification of information on websites and they will even pick up errors and bring those into chat. Hey we are all human – right! Website visitors are now fine tuning our client’s websites for them. They are giving the business insight into what they want from the website and the information they are seeking. What great knowledge to obtain from your own prospects! Businesses can ensure this information is front and centre on their website.
Recently, we have introduced a new product called Chatsites – which is a one page website – fully interactive! On the Chatsite you have the basic company information about what you do and the chat box. The chat software can be teamed with our Chat2 concierge service and/or Chatbot. So having an antiquated website is no longer an excuse not to have chat!
Chat2 has also assisted clients transition from an old website to a new website. One of our clients had massive traffic with over 3000 visitors a day and when the new website went live our Chat2 team were there to virtually hold the hand of each visitor who experienced any sales, login or information issues. The transition went exceptionally smoothly, it was the busiest month ever in chat and most importantly though no sales were lost and every enquiry was attended to in the Now!
Don’t miss out on those website visitors banging on your website door wanting answers now!
Can we help to transition your business into chat? We are experienced in chatting with online visitors over various industries from online retail, tourism, real estate, hotels through to diving, financial, recruitment and printing businesses.
We do all the set up for you, we can chat for you, provide you with the leads, we can fully customise the look of chat, create chatbots on Facebook and/or for your website, create a chatsite, integrate with google analytics or other software. Just ask our team – visit www.chat2.com and have a chat with the team or get started straight away on the link below with Chat2 Concierge.
If you would like to learn more about our Chat2 Concierge team and what we do – there is a short video here. Who is the Chat2 Concierge Team
We have a special offer currently with our Chat2 Concierge service if you are keen to start straight away in August. We are providing a 100 hour trial (over the peak hours for Chat). This trial covers 2 weeks and its 100 hours of service for only $50! You can’t get better value at 50 cents an hour to make more sales!!
The link below takes you to a couple of simple online forms and we will have your business up and running with Chat2 in no time. There is no obligation to continue after the trial – you receive a free report on the Chat activity and you decide on the hours from $1/hour if you decide to continue with us.
Our experienced, professional Chat2 team trained in sales, conflict resolution, sympathy, customer mood enhancement, loyalty building and brand values are ready to answer chats for your business with a special ½ price offer of 100 hours service for only $50. This also includes a free 30 day trial of the software, free chat setup and creation of FAQ’s. Want to know more?
Chat with us at www.chat2.com for a free consultation
Let’s get started and click the link below.
Written By: Karen Lloyd-Collins CEO Chat2
One of the most typical questions we are asked at Chat2 is:
“Does Live Chat Really Work?”
We speak with many companies every day who are hesitant to try chat software and tell us:
“My customers are happy to contact me by phone, contact form or email”; or
“I am too busy at the moment to implement live chat”; or
“My website provides enough information to customers; or
“The questions people ask on live chat is on my website – so they just need to read!”; or
“Oh – my website needs to be updated so live chat wouldn’t work for us”.
Can you relate to any of these? If you do – you are certainly not alone, as it is what we hear everyday. So let’s look at why live chat is currently a channel that needs to be evaluated for any business.
Technology is giving the power of information to your customer, so if they are not getting what they want from your website they will just go elsewhere. Customer behaviour online is changing rapidly, so let me share with you what is happening.
What do Customers think of Chat?
Did you know that live chat is now becoming the preferred contact channel of choice by clients? I am not just saying that as an industry specialist, as according to Forbes, 92% of customers now prefer to use live chat to communicate with businesses (Forbes 2017), compared to other channels.
Since 2015, I have noticed a dramatic change in responses from prospects when asked:
“Would you be interested in trying Chat2 – its a live chat channel where you can connect with customers straight away at the same time they are on your website?”
I would commonly hear answers like:
“Oh, you mean – that annoying little pop up window – I close it straight away!”
Now 3 years later – I hear:
“I seek out websites now with a live chat option”; or
“I love live chat – I get all the answers I want straight away without having to search the website.”
This change in attitude is what is being reflected in industry research.
The main reason for the growing popularity of the chat channel is in regards to time. Customer behaviour online is evolving. Customers are now demanding faster, more instant responses from businesses (Check out our blog on How Fast is Fast Enough?). There is a huge chasm between the response times provided by businesses compared to customer expectations. Live chat software is providing the tool to businesses to meet this challenge. According to research by (Econsultancy.com) 79% said they got their questions answered quickly with live chat and 46% agreed live chat was the most efficient communication method (Econsultancy.com). Other reasons as to why chat is becoming a preferred communication channel with online visitors are listed below.
So if a customer is feeling more satisfied with the method they are using to communicate with a business, it makes sense that they are more likely to connect regularly, establishing a relationship, increasing engagement, building trust and eventually buying. Chat software, used well, converts browsers to buyers!
“Chat Converts Browsers to Buyers”
This has been our experience at Chat2.
Sunlover Reef Cruises, a client since 2016, use our Chat2 Concierge Service. The number of chats they now receive each month has more than doubled compared to the previous year. So we have seen first hand how successful the Chat2 channel is with this incredible growth.
Other clients like The Energy Hub Australia have commented:
“Our sales have increased by 50% since the implementation of Chat2”.
Salary Packaging Australia advised that:
“50% of the enquiries we receive from Chat2 are genuine sales and leads enquiries, this is much higher than we expected!”
If implemented well, the live chat channel has the capacity to create great results… though businesses are hesitant to implement. I believe there is this huge divide between how customers want to communicate with businesses and what businesses are actually providing for their customers to connect with them. How well do you really know your customers? Simply trying a live chat channel is only going to be of benefit…. and it can only produce results. You won’t lose customers trialing live chat as you are more likely to gain new ones.
Let’s have a look at who a chat visitor is and how they any different to the customer who comes into a business via the phone or email?
“I believe there is this huge divide between how customers want to communicate with businesses to what businesses provide for customers to connect with them.”
Karen Lloyd-Collins – CEO – Chat2
Who is the Chat Customer?
There are two main types of chat clients – ones that are already customers or ones still in the research/investigative stage of the sales process. It is the latter type of chat customer that a business never may attract without offering the chat channel.
Those customers that come into chat, that are already customers, will just love you more as you are now offering a faster, easier way for them to ask questions and get immediate answers through chat. You have now automatically increased their loyalty to you. Past customers coming into the chat channel are normally looking for information for another purchase and/or support.
The other type of chat client is the “website bouncer”, they are in the early stage of the sales funnel, researching and investigating what companies are offering and are bouncing from website to website. The browsing investigative prowler! They are looking for the best offers, sales, what may meet their needs, has the best value and customer service. So as they bounce into your website – your chat invitation pops up offering them assistance.
They stop for a sec……. You have captured their attention for a few brief seconds……
Sure they may bounce on but many think..…..”oh I can ask my questions and save time from having to browse all these websites. I can get all my questions answered in one spot!”
Those that bounce on…. may still bounce back to your website and see the invitation again… this time they think about how much quicker it will be to just ask questions here without having to read about what all the other companies are offering. This is a very common scenario in our experience and we note that it is normally the second or third visit to the website before the visitor engages in a chat.
Chat increases the opportunity to attract more leads/enquiries into a business. The sales funnel is being widened with the offer of a chat channel. You are capturing potential leads/prospects that may never have engaged without the chat opportunity. See our blog on widening the sales funnel with chat.
With Chat you are now a STAND OUT online. You have captured the visitor’s attention and this is likely to reduce the bounce rate to your website. Once you have captured their attention, the next step is to engage them into chat. If your chat is set up effectively, then engaging into a chat is easy.
So back to the original question – Does Live Chat Really Work?
So far we have shown:
So why all the hesitation and objection to trialing the live chat channel? We address each of the comments and objections mentioned earlier in part 2 of this blog to be published next week.
If you are an online website that sells your products and service online – then having chat on your website is a no brainer.
Did you know that 53% of online buyers are likely to abandon their online purchases.
According to Forrester research, “53 percent of US online adults are very likely to abandon their online purchase if they cannot find a quick answer to their question.” This reason alone is why companies should have live chat offered as an option. The loss of 50% of your sales when a customer reaches checkout – is serious business!
According to Gartner – it is expected the chat channel will grow by 400% as a preferred customer digital engagement channel from 2015 – 2018. So in light of this research and the experience we are seeing at Chat2 – you need to answer those customers banging on your website door!
Click on a link below to start your trial of Chat2 software.
Chat2 Software – 30 day free trial with complimentary setup of the Chat2 Software.
If you would like to learn more about our Chat2 Concierge team and what we do – here is a short video on this service. Who is the Chat2 Concierge Team
Facebook is on the verge of making rapid, radical changes. The social media giant has been big news in 2018. First with the announcement of the change of direction for the company and now facing significant security breaches. Last Sunday, Facebook took out full page ads in seven British newspapers and three American ones apologising for the privacy scandal. It certainly raises concerns for businesses being on the social platform and to consider other options to connect with customers online.
In January, Mark Zuckerberg announced the purpose of Facebook was undergoing a major change. Feedback from users was that posts from businesses, brands and media were crowding out personal moments. Mark Zuckerberg revealed that the goal of Facebook will change from helping users find relevant content to helping users have more meaningful social interactions. For businesses this means that less priority will be placed on business posts in Facebook so there will be less exposure in news feeds for businesses. Greater priority will be given to content that promotes more meaningful interactions between users.
Businesses will have to revamp their Facebook strategy to keep apace with this announcement. Businesses will now receive less exposure and traction on their Facebook posts into newsfeeds of potential customers. This article will make some recommendations on what businesses can do in response to these major events affecting Facebook. Even if you don’t have a Facebook page the recommendations provide an alternative to business publishing online promotions at minimal cost.
The eight (8) major changes affecting businesses on the Facebook platform include:
Facebook has advised that the paid advertising portal will not change. This is one of the last avenues left for businesses to get traction in Facebook – what a surprise! So Facebook want businesses to pay for getting any exposure. The organic reach option will no longer be readily available for businesses. The push is to move businesses towards paid advertising.
It will be important for businesses to ensure the advertising content published on Facebook is of high quality to obtain strong exposure, particularly as they are now paying for it. This is in line with Facebook goals, as they want content to be more meaningful to their users. So if businesses are now re-directed towards paid advertising obviously Facebook is going to experience a surge in this income stream. Many marketing analysts are stating that it is likely that the cost of advertising will also increase with the demand, as Facebook won’t want their platform flooded with advertising.
One of the most under-utilised platforms for businesses is the use of instant messaging applications. Consider how you now communicate with your loved ones and friends, even business associates. Are you using more messaging apps? Apps like Messages, Facebook Messenger, What’s App, Skype, Snapchat, Chat2 etc. In 2016, 1.58 billion mobile users accessed the top messaging apps to communicate. This figure is projected to escalate to 2.48 billion users in 2021 as shown in the graphic below.
In 2016, more than 1 billion people used Facebook Messenger each month (Facebook internal data), that is a staggering statistic and demonstrates Facebook Messenger has been leading the way as an instant messaging application. Though the effect of the “Delete Facebook campaign” is yet to be seen for the social media giant.
Connecting with customers through Facebook messenger opens up a whole new opportunity. Why is this? Facebook messenger is an exceptionally powerful tool in that as soon as a customer interacts with Facebook messenger, they have immediately given the business the permission to contact them again in the future. You can add them to your contact lists and grow your business.
Another instant message application businesses can consider if you don’t want all business conversations known to Facebook or don’t have a Facebook page is Chat Software. So maybe consider getting your prospective customers off the Facebook platform and onto your own communication channel. This removes the Facebook control and puts you back in command of your data and information.
Chat software is a simple piece of code added to the business website from which the business can start chatting with online customers directly. Most live chats are started with an invite into chat that pops up on the website. Some live chat software have an option to link directly into Facebook Messenger where a copy of the messages are taken from messenger into the live chat software, like Chat2. So you can see the exact conversation in messenger and the live chat software.
If you are using live chat software – you can easily grab the attention of your website visitor by setting up auto chat invitations that prompt a visitor into chat. Research has shown with this invitation – visitors are 3 times more likely to chat. At Chat2 we set up auto chat invitations for our new customers to make the transition into chatting as smooth as possible.
Businesses can also run Facebook advertisements with a direct link into Facebook Messenger or live chat, they can offer discounts/ specials/ enticements if a customer connects through a chat application on their own web or Facebook page. Facebook also offers local awareness advertisements to reach as many people around a business location, so the advertisement appears to a person in close proximity to your business. The link in the advertisement can direct them into the chat software.
When an online visitor uses the chat or an instant messenger interface, the business can obtain the person’s name and location, and with Facebook messenger their gender, profile photo and email. If the chat software is integrated into Facebook messenger, then a list starts to generate from all visitors that have interacted with the business and is captured within the chat software. Automatically this is growing business by building the contact list.
Once a client interacts in Facebook messenger, a business has immediately been given permission to contact that client again in the future. This is exceptionally powerful as it gives permission to the business to contact that client again within a 24 hour window offering other promotions, specials and discounts from your business. At the time of writing, the cost to access this advertising channel is $0. Though I am sure it won’t be long before Facebook charge for this opportunity, so I advise to embrace it while there is such a great return on investment.
There is one concern when directing customers into Facebook messenger and that is the Facebook giant has access to your business conversations and information contained in a chat. It is a valid concern, particularly in light of recent news. One way around this is to redirect your visitor back to your website where they can chat with the business directly through live chat software. Many businesses have chosen the live chat software option to avoid sharing business conversations with Facebook. Though there are still many who are sacrificing this confidentiality in order to have access to the powerful Facebook messenger.
Just last year Facebook also allowed for chatbots to be added into messenger. For those who are not familiar with chatbots – it’s a software application that attempts to act like a human answering questions on your website in a pop up box. At this stage, bots are primarily used to answer simple questions and share basic information. Though this technology is improving at rapid speed and eventually visitors will only be conversing with chat bots.
Some live chat software have incorporated Chatbots as an option. So the chatbot can be developed to greet customers initially into the instant messaging application albeit messenger or a live chat software, but when the questions are too hard or too technical, they have the option to chat with a real person. The purpose of a chatbot is to provide answers quickly, though sometimes they are not the answers the customer is looking for, as the technology still has some way to go before it can determine the intent of the visitor chatting.
I would like to ask the question – how comfortable are you to have your questions answered by a robot? Or do you prefer to have a real person attending to your enquiries?
At Chat2 we are finding that consumers of this generation are still not quite ready for long conversations with Chatbots. They still want to be able to speak with a real person. They don’t want to go through menus and menus of items before finding the answer they are looking for, they want personal assistance immediately, they want their questions answered now. That was the whole reason for going into the messenger or chat app.
It was this demand for the human element still within an instant messaging application that the Chat2 concierge team evolved. At Chat2 our clients have the option to use real people, chat bots or a combination of both. Businesses can answer their own chats if they prefer, or if they are too busy they can use the professional Chat2 Concierge team to answer chats. The Chat2 Concierge team are a team of real people answering chats for many businesses around the world achieving 70 – 80% conversion rates in chat. An option that is gaining in popularity is the Chat2 Hybrid with chatbots and Concierge being offered to the website visitor at the initial start of a chat.
I am expecting when our generation of teenagers form the majority of consumers with purchasing power, there won’t be any hesitation with interacting with robots. The generational shift will happen and as the technology develops further, we will eventually see intelligent robots serving customers online – but surely there will still be the need for a little human touch.
I welcome you to experience the Chat2 Chatbot to gain insights into the power of this tool for your business. Click here to start a chat with our Chat2 Chatbot. Have a chat and tell us what you think!
You have thousands of customers on your website each month. Have you ever said “hi” to them? Asked how they were? Asked them – What are you looking for? Can I help you? No….
With Chat on your website – you now can! Chat will put you in the same space as your prospects and you can reach out and say
“Hi……can I help you?”
You have never been able to do this before. You had to wait for your website visitor to make the first contact. They had to click the contact us form, pick up the phone or send an email. With Chat they can reach you – you have created a welcoming stress-free space for them to ask you questions about your product/service. They won’t be concerned about getting the hard sell or having to commit to buying something they are not sure they want. So they are more likely to engage, chat and buy. That’s what you want – right!
Chat gives you the opportunity to widen your sales funnel at the beginning of the sales funnel. You have never had the opportunity to reach and connect with customers in the first stage of their purchasing. These customers are in the Attract stage of the “Sales Funnel” as shown in the infographic below. These customers would not normally contact you during this stage as they prefer to do their own research and investigation on the product/service they are interested in.
With Chat there is now the opportunity for you to reach out and ask these prospects if you can assist them in the Attract stage or they can reach out to you and ask questions in a safer, stress free environment. Creating this opportunity for clients is naturally going to widen the top of your sales funnel, where you will now capture more possible sales, leads, customers then you have before. You now have the opportunity to start a conversation, engage and build trust with a potential new client in the very initial stages of purchasing. This widening of the sales funnel will have a positive effect all the way through the funnel, resulting in more sales online.
Chat visitors are quite different to your clients who reach out to you via phone or email. When a client reaches out to you via these communication channels they have already moved further through the sales funnel and believe that you are a possible option for their purchase. Offering chat on your website will give these clients another option to contact you where they can get quick, relevant answers to their questions. They no longer have to listen to hold music on the phone and won’t have to wait for hours or days in getting an email response. Chat is giving these customers an opportunity to assess your offer faster and if they are engaged with your business, they are more likely to purchase from you. According to Virgin Atlantic Airways, customers who chat convert at nearly 3.5 times the rate of those who don’t.
Chat provides you with more opportunity to do what you do best and sell your product/service to a prospect. And chat also gives your customers a more effective, quicker way to obtain the information they are looking for faster. It’s win/win!
Once you have won the client with a purchase, you can survey your customers through Chat2 and obtain relevant valid data directly from your online customers to ensure you will have them returning again and again.
Give chat a Go and type your website address into www.chat2.com for a free trial today…..Don’t wait any longer…….its easy to install and you will be chatting with your online customers in no time.
Online chat is finally starting to evolve in the Australian market. The Australian (May 15, 2017) recently reported that more retailers are starting to embrace the chat technology on their websites, particularly with the launch of Amazon in Australia imminent.
“To maintain growth, retailers continue to adjust their strategies to adapt to changing market conditions such as the pending arrival of Amazon,” Commonwealth Bank national retail industry manager Jerry Macey said. (The Australian)Amazon has confirmed that it will be rolling out its services in Australia over the next few years. Amazon has not confirmed a launch date, but speculation suggests it will be in September 2017 (Choice.com.au) In light of this news – Chat2 is offering free chat concierge hours where we answer the chats for you.
Jeff Bezos founder of Amazon advised the strategy will be to offer “low prices, vast selection, and fast delivery” to earn the business of Australian shoppers. In light of this news, more and more retailers are trialling new online retail strategies to ensure they can improve competitiveness when Amazon hits Australian shores.
Chat on websites is one strategy that is being employed to improve online competitiveness and customer service. For online chat to be effective, chats need to be answered within 60 seconds, otherwise customers tends to move on.
Chat2 launched the Chat2 Concierge service in 2016, as many chat clients, particularly in Australia, were struggling to answer chats within the 60 second industry standard. This can be explained as chat is still a relatively new technology in the Australian market and despite being able to chat with 5 to 6 customers at one time, this is quite a change of work habit from only attending to one client at a time through phone or email.
The Chat2 concierge team are achieving incredible results answering chats for customers, obtaining 70 – 80% conversion rates and 90 – 100% satisfaction rates for response, friendliness and knowledge. As the Chat2 team work with the clients over longer periods, the satisfaction and conversion rates increase. The Chat2 concierge service is providing a great return on investment for many businesses at a cost of only $1/hour and chats can be answered 24/7.
AI (Artificial Intelligence) technology has been built into the Chat 2 software, so operators are presented with a list of relevant responses to a clients question to enable quick, relevant and effective replies. The Chat2 concierge team set up and maintain relevant canned messages to complement this AI feature as a part of the concierge service. The Chat2 software also includes a voice to text function to allow for faster responses particularly in a multiple chat environment.
The secret to implementing chat effectively to boost sales, conversions and customer service online is a fast response time in answering chats. This has been one of the biggest indicators to online success with Chat. The average response time for the Chat2 concierge team is currently 26.8 seconds!
Would you like to try our concierge service but already committed to another chat provider? We can still help, we have various clients in this situation for whom we answer chats for – still with amazing results!
Interested to try the Chat2 software or concierge service…………………
Would you like to see for yourself the effectiveness of Chat on your website…..
We would like to make a very generous offer to you, that goes over and above what we currently offer on the Chat2 website…………………..
Chat paves the way for new sales, leads and conversions. Customers tend to buy more after chatting. Your customers will love the new style of customer service and we will love watching your business grow and thrive online. Are you ready to embrace chat to connect with your customers online in real time – just do it! It doesn’t matter if you don’t have the staff to man it – because we do and we are achieving 70 – 80% conversions – we are professional chatters!!
We make this offer to encourage businesses who are still a little unsure, not quite understanding the technology, not quite sure how it is going to work, let me make the decision easy and hassle free, let us do it for you………
Register at www.chat2.com.au and then contact us at email@example.com to obtain a 3 month free trial of the Chat2 software and 100 hours of Chat2 concierge. You need to advise in your email that you would like to accept the offer made in this article.
Don’t wait any longer………………
Get a head start on your competitors as chat technology is evolving and most businesses with a presence online will soon have chat. Act now and accept our generous offer – you only have everything to gain.
Email us at firstname.lastname@example.org and receive 100 hours of Chat2 concierge complimentary.
We love seeing our clients businesses grow online with Chat2!
Do you want more Customers? Do you know there are thousands of your customers hovering around the outskirts of your business online and you are not letting them in? They are banging on the door but no one is answering. They have been bouncing in and out of your business and you probably did not even know they were there and willing to buy? They were unreachable until now! Watch this video to show you how you can grow your business online, reach out and engage with new customers and sell to more customers. Watch your business grow with Chat2!
If you say – I don’t have time to answer chats – well we can do that for you too. For only $1/hour we can greet your customers, engage in a chat, help with common questions and nurture your customer towards buying from you. Its as easy as that – we set up all those frequently asked questions and answers and provide your customers with the information and knowledge they are seeking. If the Chat2 team are unable to answer the more detailed questions, we offer for you to contact them at a convenient time, so you can do what you are best at and make the sale.
Chat2 can offer the software with AI technology, customisation, training and the Chat2 concierge service. On average 5% of visitor traffic engage in chat, though some high performing businesses manage to attract 12% of their traffic into chat – so for a small business with 3000 visitors a month they could potentially be attracting 150 – 360 more enquiries a month. That is potential business you would never have attracted without live chat for your website.
Watch the short video, our CEO Karen explains how Chat works! We offer three versions of the software from free chat software to our Business and Professional versions depending on the number of operators required.
Go to www.chat2.com and sign up for a free 30 day trial. Learn about Chat2 at www.chat2.com/learn or drop by for a chat – we would love to hear from you.