Today’s idea is to add Live Chat functionality to your website.
Now don’t freak out, Live Chat is just that little box you see in the bottom corner of some websites. Check out Cornerstone Business Solutions to see one in action.
It’s no surprise that you can learn a lot about your business by talking to your customers. It seems like such a simple concept, but it’s crazy how many business owners fail to actually take the time to have honest, open conversations with them.
So, they end up making decisions based on assumptions that aren’t always correct. If you want to grow your business and gain a better understanding of your precious customers, their pain points, their objections, and their needs, you really need to take the time to talk to them.
Unless you see your customers in person on a regular basis, I reckon it would be a good idea to be more proactive when it comes to communicating with them. Putting Live Chat on your website is a great way to get started.
Here’s how:
- Sign up and familiarise yourself with a live chat tool like Zopim, ZenDesk, FreshDesk – many have a free, no-obligation trial period.
- Before you go live with it, decide who on your team is going to be in charge of managing and responding to the live chats, when you’re going to make the live chat available to visitors, and what your goals are. You should also come up with some clear guidelines that people can follow or refer to when responding to live chats. This is a great job for a virtual assistant – Get one here.
- Launch Live Chat on your site, let your customers know it exists, and see how the first month goes.
There you go, another simple, low cost and effective marketing idea to implement immediately.
So, what have you got to lose?!
[What Have You Got To Lose? is a bite-size segment from the popular Small Business Big Marketing Show, in which host Timbo Reid gives you one simple yet effective marketing idea that you can implement immediately. An idea that won’t cost a fortune (if anything), and that might just generate you more awareness, more enquiry, and ultimately more sales.]
WHYGTL
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1 thought on “Add Live Chat To Your Website To Improve Your Customer Service Offering”
Live chat is cool, and perhaps an entire segment could be dedicated to what NOT to do. Spent a bit of time last year with some live chat rep telling all the things he couldn’t help me with, much of it without actually asking about my unique situation, eventually telling me to email support.
The reason I used the chat button in the first place was because the company removed their phone number from the website, and the issue was too technical to explain via email. So I took my business to another company.