Using time and money efficiently are top priorities for most businesses. The challenge usually lies in finding the right balance between saving resources and providing a top notch experience, especially when it comes to customer support. Naturally, that’s where live chat comes in...
As a business owner faster lead generation, efficiency and saving both time and money should sound interesting, right? Many people associate live chat with the B2C sector and e-shops - you know, that chat window that pops up, available for questions and complaints. That definitely is one purpose of live chat, but it can be a whole lot more - a lead generator, a goal measurer and a targeting marketing solution.
The interaction between businesses and consumers has completely changed, due to the increase in mobile usage and the rise in digital.
What is cart abandonment? Imagine a scenario where you walk into a supermarket and start filling up your shopping cart. While shopping you bump in to a neighbour, have a quick catch up, and following the “distraction” you forget all about your weekly shop and head off home.
This scenario is pretty unlikely in real life. However, in the world of eCommerce, it is just another day in the office. In fact, it is anticipated that four out of five shoppers leave their carts without converting.
Despite your well-laid plans, shoppers will visit your site and start shopping, only to be distracted by an email, a notification from another platform or even human intervention. And, they may never return. This forms the basis of cart abandonment. In simple, it happens when buyers add an item to a website shopping cart but never complete the transaction.
So how can you avoid shopping cart abandonment? Here are our top three tips to abandoned cart recovery:
Black Friday, Cyber Monday and other major "holidays" can make any customer service agent sweat. Who can blame them though, as the service lines and chat windows pop up one after another.
The popularity of Live Chat has been growing amongst all ages but it’s quickly becoming the most desired method of contact especially (and unsurprisingly) for millennials. They are more likely to prefer chat over other generations, with two top reasons being limited wait time and convenience. And as the popularity of Black Friday and it's online equivalent Cyber Monday grows all over the world, customer service agents manning live chat services have had to up their game!
Live chat offers customers a great alternative, allowing them to interact with an actual person in real-time without having to make a phone call or wait for a reply. From a commercial standpoint, live chat certainly increases business potential, an infographic by Website Builder showed that chatting customers were 3 times more likely to become returning shoppers and bring in a 48% increase in revenue per chat hour.
Implementing live chat into your online store isn’t hard (in fact it's as easy as copy pasting a line of code into your website script), but you have to make sure to have the right online sales strategy, which will lay the foundation for effective live chat sales. Here are a few simple principles to follow to an ensure efficient live chat service during peak shopping seasons:
AI has not yet reached the point of being a mainstream phenomenon and still needs a fair bit of elaboration, but it's certainly getting there. When that time comes, companies will need to be ready to compete in a digital environment where adaptation to AI is a prerequisite for all. For that exact reason, we compiled a list of the upcoming AI trends to give you a head-start, provide you with insight into the AI industry and prepare you for what's to come in the world of AI not only for 2019 but beyond.
In an initial implementation meeting with a customer, clear goals and KPIs for a chat service are always planned. The most common early stage goals often include characteristics like:
- Sales orientation
- Involvement to a multichannel customer service solution
- Supporting role in other functions like helpdesk, recruiting, online store, booking etc.
Live chat is five times more effective than traditional customer service channels, it is easily personalised, and it can be applied at any stage of the customer journey. You might wonder how exactly this is done? Let’s have a look at how to implement live chat throughout the journey.
As a business owner faster lead generation, efficiency and saving both time and money should sound interesting, right? Many people associate live chat with the B2C sector and e-shops, a chat window that pops up, available for questions and complaints. That definitely is one purpose of live chat, but it can be a whole lot more; it can be a lead generator, a goal measurer and a targeting marketing solution.
You should keep in mind that the generations who grew up with phones in their hands are the business leaders of tomorrow and expect to have an answer within minutes after sending a request. Calling back a week later won’t necessarily make the impression you were looking for, be there or be square.
Conversational marketing has been a buzzword in the marketing field for a while now. This has caused businesses to start wondering whether they could benefit from conversational marketing. Do companies even recognize conversational marketing as a separate activity from inbound marketing? What is the difference between the two? We started thinking about this too - are we conversational marketers? Let’s see what these concepts mean and how to utilize them while figuring out what kind of marketer you are.
If you take a quick look at your online sales, what do you see? Have you got a successful digital business model generating all the leads and sales you need? Or maybe you have not yet got the results you expected? Whatever your situation, we are confident that the model we propose below will add significant value to your digital business and considerably improve customer experience.
I bet many potential customers are scrolling your website at the bus stop or whilst sitting on the train, you wouldn’t want to miss out on reaching out to them, would you?
Chatbots are your first line of customer service and a crucial part of your virtual assistance solution. As exciting it might be to have a face to face conversation with a robot, the technology still doesn’t live up to online users’ expectations.
Goal-oriented chatting is more than just live chat, it’s building a strategy of goals and measuring results to keep growing your business. So what is it?
Finnish Centre for Pensions (FCP) is a statutory co-operation body whose responsibilities include research, expertise and service related to the Finnish pension system. FCP’s key values are looking courageously into the future, heeding customers and furthering competence and our strategy emphasises public familiarity with the earnings-related pension provision.
To gain customer insight into eServices development, we conducted a customer survey one year ago. The data collected clearly suggested that a group of our customers would prefer self-service in an online environment over to some of the more traditional service channels. When weighing our options, we came to believe that live chat could help us better engage with this customer group. As an organisation, we like to learn by doing. That is why we decided to start a trial period with giosg in September 2017 with two goals in our mind; one was to see how customers would receive the channel and the other one was to test how customer service employees can adapt to live chat and how they feel about using this new channel.
Disruptive innovations are reshaping the way financial services are structured and consumed. Setting up a 'virtual branch', that allows financial service providers engage with potential customers on another organisation's domain, is a great way to meet evolving customer expectations using rapidly advancing technology. By integrating real-time credit counselling seamlessly with the purchase journey of a partner site the context where the service is provided is significantly better than in any other form of digital service.
Take booking for a holiday, for instance. Many of us have a ready-made list of dream holiday destinations in our mind, but the reality is that a loan can sometimes be what is needed to bring our plans for a honeymoon, birthday celebration or annual vacation to live. Then, what better moment to be offered financial advice than when we are online browsing for travel services and comparing options?