Monthly Archives: March 2011

The Chat-Offline Hidden Icon

Live Chat Icon Example
Live Chat Icon Example

Some businesses prefer to handle their lead capture strategy in-house. The thought of having an outside party handle their after-hours and overflow chats just does not appeal to them. Every business has their reasons for wanting to take care of their own customers, so we’ve implemented a feature that will allow our customers to only take chats from their website when they are online and ready. We call this feature the chat-offline hidden icon.

Many of our customers agree with us that the Live Support Offline icon is a bit cheesy. What it says to your customers is that you offer chat as a communication channel, but not right now.

Instead, our philosophy is to advertise your live chat communication channel when you’re

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available and hide it when you’re not. If your operators are not available, your customers simply won’t see the chat icon on your website. Plain and simple.

Hidden Live Chat Icon Example
Hidden Live Chat Icon Example

Ideally, we will encourage you to implement a 24/7 chat strategy. The Web is a 24/7 environment, and we believe your customers should be able to contact a real, live, human being at any time.

However, if that’s not possible, hiding the chat icon when you’re away will save your customers from thinking you’re available when you’re not or tempting them with a live chat icon that says you’re not available.

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How to Build Great Rapport With Live Chat

Read any Live Chat research study these days, and you’ll discover that Live Chat can be a valuable tool that can turn your website into a cash machine. Statistics suggest

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that Live Chat can increase your sales by 40%. Live Chat can lower your shopping cart abandonment rate, and it can improve customer retention rates.

These numbers are great, but there are things that you need to put in place before you’ll start to see these results.

At Conversion Support, all of our chat operators are trained to handle chats on behalf of our clients who use our overflow chat services. While your employees will know your product or service best, it’s up to us to step in and handle customer inquiries when your staff is too busy to handle the inquiries themselves, or when they’re gone for the day.

Lead Capture Chat

For many of our customers, we provide lead capture chat services. The goal is to capture contact information from the website visitor, ask qualifying questions, and then forward that information onto your sales staff so that they can follow up. In order to provide the best possible service and

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ensure the highest lead capture rates, we created the concept of “opening questions”. These opening questions are go-to questions that the chat operator will use to take control of the conversation.

For instance, let’s say your business is providing motorcycle safety instruction to new and seasoned riders. Our operators may or may not know much about motorcycle safety, but we’ll still build rapport with your Web site visitors by asking some questions related to the field of motorcycling.

Potential Live Chat Customer
Potential Live Chat Customer
  • Do you own your own motorcycle?
  • What kind of motorcycle do you have?
  • Have you ever taken a motorcycle safety course before? If so, when and where?
  • Do you currently have a valid motorcycle endorsement?
These questions should be general enough so that the chat operator can ask them at any point in the conversation. For instance, assume the first question the chat guest asks is, “Do you have openings on Saturday for the safety course?”. If the chat operator doesn’t have access to that information, it’s tempting for him or her to say, “Sorry, I don’t have that information, can I take a message?”. The chat operator will generally have much better success by instead asking, “Well, how much experience do you have with motorcycles?”
The chat guest will most likely assume that this is part of the scheduling process and will comply, answering the series of questions posed by the chat operator and contributing to the conversation. In this scenario, the chat operator should begin to wrap up the conversation by saying, “Now that I have this information, I’ll forward this to our placement specialists, who will contact you for scheduling. What’s your name and number?” Remember, we’re asking them to do something for us, so to sweeten the deal, we’ll offer something in exchange. “Also, please send me your email address. I want to send you the list of required safety items for the class so that you can be sure to come prepared.”

By using the above questions to first gain an understanding of the type of experience the chat guest has in the subject, we increase our chances that he or she will be satisfied by handing us his or her contact information. If we successfully build rapport first, the chat guest should feel more of a sense of accomplishment.

Additionally, by asking for contact information in exchange for something else, your chat operators increase their chances of capturing a lead and leaving the chat guest feeling satisfied.

Any industry can benefit by providing chat operators with some general, basic questions to help understand the chat guest and his or her needs. Our team will work with you to identify some great questions to help build rapport, based on your unique product or service, giving the chat operators the opportunity to strike at the peak of the conversation.

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Our goal is to leave the chat guest feeling satisfied that your staff is working on their request while

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they wait for a follow-up call.

Give us a call today, and ask about our 30 day free trial at 1-800-220-5390. You’ll speak with one of our chat specialists to learn more about what we can do to help your business make the most out of your Web site.

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