Supporting customers with live chat is an excellent way to move prospects down the sales funnel. A live chat option is usually found on SaaS websites rather than a contact number.
How can you improve your ability to start conversations with your (future) customers?
You won’t be disappointed. Let’s start today.
Why is it beneficial to have a live chat option on your website?
Before we provide you with these live chat conversation starters, we would like to discuss something else. How can you include live chat on your website?
As soon as one realizes this, one realizes not all SaaS allow for this type of communication. In spite of the industry’s biggest names not adopting this feature, they still function just fine without it. Even so, you will find that adding a live chat client to your website has a few benefits.
Let’s explore them.
Reduce drop-offs and increase conversions
Talking directly to users (or potential users) is one of the easiest ways to move them along the sales funnel. The one-on-one conversation allows you to manage the entire process almost completely, which is unlike other methods used by SaaS companies to increase conversions and reduce churn.
Let’s look at an example:
At the moment, free users won’t become paid users. They might just disappear from your radar even after visiting your landing page or receiving an email. A missed opportunity. Marketing channels remain open during direct conversations. If they don’t buy from you right now, you can still offer them free courses, books, and newsletters, or arrange an appointment so you can learn more about how you can help them.
Be able to adapt to issues
SaaS customers must have tech skills to fully utilize your products. If they get stuck, they can consult your knowledge base and guides.
But life isn’t that simple.
In the event that your product develops a problem, your customers expect you to handle it personally, just like a shop assistant would. They will first check out your live chat when they want to get in touch with your team.
Enhance customer service
Your brand’s strongest asset is easy-to-use, friendly, and helpful service. Customers who are satisfied with your customer service may overlook other flaws in your products or services. Live chat allows your users to see how awesome your support team is.
What makes your brand stand out?
Some people prefer someone to guide them rather than figure out things on their own. We recommend contacting using live chat. Community sites and emails take too much time.
Get to know your customers better
As long as you deliver what your customers need, your business and revenue will grow. In the beginning, you may have to guess. It is crucial, however, that you know your users like the back of your hand if you want to grow. Live chat can help you learn what your customers want and who they are. Engaging in conversations can help you steer and navigate them to better understand your target market.
Improve your competitiveness
The customer service team at your company responds to emails promptly, unlike those at other companies. Maintaining human connections may be a better choice than self-service. There is no denying that these options offer a better customer experience and will put you ahead of your competitors.
Even when you’re offline, stay connected
Without a 24/7 team, a business will eventually go offline. Customers, however, will remain. When you are away from your website, a chat bot ensures that your visitors are always taken care of.
It’s important to consider context and placement
Live chat websites usually have generic prompts on their homepages. Keep in mind, however, that you can always engage your users based on where they are on the platform.
Live chat can be used right now
If you are new to live chats, you might wonder what to say.
Saying, “Hello, how can I help?” may be the simplest option. There are so many other ways to start a conversation besides this. Let me give you a few examples.
Start a conversation by introducing yourself
“How can I help you?” certainly fits into this category, but the first thing you want to do is make your visitors feel welcome. Be friendly, and offer to answer their questions.
Who are you and how should you describe yourself?
Where do you work and who are you? This will prevent you from having to start out as a stranger. So, your customers perceive you as a real person who is willing to help them. Don’t forget to include a profile picture.
We should welcome them warmly
Your website should make your customers feel welcome. We appreciate their visit. Everyone likes to feel wanted and welcome. The same goes for your customers.
Ask them for information if they are unable to find it
With live chat conversation starters like this, you can remind your customers that you are available without being intrusive. Using your live chat client, you can help them if they seem lost.
Select the right service
There is a possibility that your client is unsure what is best. Rather than allowing them to get lost in their own confusion, help them choose the right offer.
Freebies
It is popular to give gifts to recipients. Your funnel’s goal is to get leads. As an alternative to asking for contact information, you can offer your potential customers a free ebook, spreadsheet, or industry report.
Gratitude for their return
A visitor can pick up your live chat when they return. Therefore, you’ll be able to welcome them back and let them know that they’re more than just another stranger.
Any additional questions they may have
To engage a returning customer in a live chat conversation, use some special live chat conversation starters. Ask if they had any questions or needed further assistance during the first visit.
Chat with them instead of calling
When someone lands on your contact page, you probably want to contact them. Even a simple live chat pop-up saying you are available can make all the difference, regardless of your contact information.
How did they find you?
The question is simple, non-intrusive, and will start more conversations than attempting to push people into your pipeline. In addition, you’ll learn where your biggest traffic comes from.
Direct them to the correct page
Make their lives easier – be their guide. You know what they need. Get them on the right path as soon as possible
Give them two options to choose from
Sometimes we have no idea what we want or what we are looking for. The same may be true for your users. They can select more easily if there are fewer options and fewer options.
