Over 70% of online shoppers are more likely to start a website chat than make a phone call to resolve their issue. It’s much easier and faster to get information about a product or delivery terms by typing a message. That’s why the speed and quality of customer support responses directly affect the number of sales, and this rule works for any business, including 22Bet and even Amazon.
Let’s break down the communication rules to follow online to boost sales and customer loyalty.
Connect Multiple Communication Channels
Some customers prefer messaging apps, others want to stay within their favorite social media platforms. Some might choose more formal methods like a website or email. For businesses, it’s crucial to offer multiple options and not limit customers to a single communication channel. A smooth ordering process helps convert visitors into buyers more quickly.
Automate Communication
To make omnichannel support an asset instead of a hassle, automate it. Manually checking every channel — from email to social media — can drastically slow down response time. The longer the wait, the less likely a user is to make a purchase or book a service.
It’s much easier for a support agent to handle requests when all communication channels are merged into one interface. Messages from social media, messengers, the website, and email appear in a single window. The operator can respond to all users in one place, and customers receive replies in the same platform where they started the chat. That way, no messages get lost, and faster responses mean higher conversion rates and profits.
Show the Operator’s Face
Using a stock photo or company logo as the operator’s avatar might seem like a good idea. A logo builds brand recognition, and stock images look polished. But we believe it’s crucial to preserve the sense of a real human presence in online sales. People are 20% more likely to start a chat if the consultant has a real photo and name.
A meme as an avatar might get a smile, but it probably won’t increase the chances of a sale.
Be Faster Than Your Competitors
In a user behavior study, we discovered that about one-third of visitors leave a site if they don’t get a reply within 10 seconds. And 38% won’t wait longer than a minute. After 3 minutes with no response, over half of users will leave.
Writing a comprehensive response in 10 seconds — especially to a non-standard question — is tough. If the agent is chatting with several clients at once, someone is bound to wait longer than 3 minutes. So how do you avoid losing customers?
A chatbot can help. It instantly answers common questions — even at night, on weekends, or during holidays. If the request is unusual, it can call in a human agent.
Maintain a Consistent Tone of Voice
A unified tone of voice in company communications builds customer loyalty. This should apply even in sales conversations, where personalization is key. Define acceptable and unacceptable phrases and establish a system of accountability for breaking the rules.
To help staff stick to the tone of voice, prepare templates for frequently used messages. In Jivo, for example, these are always at hand thanks to the quick replies feature. This lets the operator maintain a consistent tone and respond faster.
Help the Customer Start the Conversation
Typing out a question in a chat window isn’t always easy. Clicking a suggested button is much simpler. That’s why more than half of chat sessions start with button selections that define the topic of the request.
Add buttons to your chat flow, and you’ll see a rise in the number of incoming inquiries.
Monitor Service Quality
Use a form where customers can rate their support experience. Ideally, it should include a five-point rating scale and a comment box for more detailed feedback. Filling it out takes only a few seconds, but it gives you valuable insights into your service quality.
Additionally, having a feedback form improves your company’s image. It shows that you’re customer-focused and open to feedback.