By Guest Blogger – Estelle Liotard
Are you looking for a way to improve your customers’ experience? If you are, live chat is the perfect solution! Emarketer actually discovered that 63% of customers were more likely to return to a website that offers live chat. Ecommerce owners have massively started using live chats because they are they offer the quickest solution to customers’ problem. In fact, 79% of customers say they prefer live chat purely because of the immediacy it offers compared to other channels.
Deciding to implement a live chat is just the first step. If you really want it to be effective, you need to approach your customers in the right way. These several writing tactics will help you create an impeccable live chat journey for your customer.
Prepare pre-written responses
Customers appreciate live chats because they provide them speedy answers. Increase answer speed with pre-written responses – also known as canned messages.
Snippets or pre-written responses can be used for general questions and responses. Besides that, they keep the consistency across your chats and make the answers more accurate and concise.
There are various opportunities when you can use pre-written responses. Some of them are:
- Greeting customers
- Password resets
- Shipping information
- Return policy
- Latest promotion details
Your agents will also appreciate these responses because it will save them the time and trouble.
Maintain a specific writing style
As it was previously mentioned, consistency is very important so pay attention that your writing style is invariable.
If every live agent uses a different style, expressions, and approach, the returning customers will certainly notice the difference. Some agents can be super friendly and even use emojis, while others can be highly professional. These completely different approaches can confuse customers.
Once you decide what writing style you want to use, train your agents to maintain it.
The pre-written response should also be formed in the same style so the agents can use them as an example of how to respond to customers.
Use a friendly greeting
The purpose of a live chat is to help the customer when needed, not to distract them or interrupt them. For that reason, you should create a greeting and offers them help in a natural and friendly way.
The best practice is to automatically activate the chat based on specific criteria. The trigger can be a location on the website, referral, keyword in the search bar, etc.
For example, if the customer is on a pricing page, the greeting should be personalized based on that inquiry.
Here are some recommended options for different scenarios:
- Pricing page: Hello there! Do you have a specific question about our pricing?
- Product page: Hi! Can we help you find a specific product? or What type of product are you interested in?
- Specific product page: Hi! We are offering 30% off on all sunglasses. Do you want to know more?
- Q&A page: Hello! Do you need any help?
The greeting and the initial question is the first thing your customers will see so you need to make it clear, direct, and concise.
A friendly tone and non-intrusive approach will work best for any scenario. Just remember to use a greeting that reflects your company.
Personalize their experience
One of the many benefits that live chat offers is that it collects all the data about the client. This means that you can use your customers’ name, language, or location to personalize their experience.
The more you humanize the chat and adapt it to the customer, the more likely will your customers be open to using it.
Add a personal tone to the conversation by incorporating the information about the customer in the chat.
Mention their name and offer them help in their native language. The language can be determined by their location.
Take a look at the following example:
- Hello Mark Jones. How can I help you today?
It certainly beats a generic Hello. Can I help you?
If you want to approach a returning customer you can personalize the message in the following manner:
- Hello Mark Jones. Welcome back! Can I assist you in any way? or
- Hello Mark Jones. Nice to see you again! Do you need any help?
A simple gesture such as this can bring you excellent sales and service.
Avoid typing errors
Your live chat reflects your eCommerce store. Spelling and grammatical errors will present you as sloppy and uninterested.
It may seem like an irrelevant element, but an error-free content is essential for an excellent live chat experience.
Your friendly tone and helpful advice will seem less important if the sentences are full of errors. The customers expect answers from professionals and experts shouldn’t make such mistakes.
Make sure that you emphasize to your live agents how important is to pay attention to the writing.
In case they don’t know how to spell a certain word, it is better to take a few seconds and google it than to write whatever comes to their mind.
Chat like you speak
Even if you are using pre-written responses, they shouldn’t sound artificial. People will feel more confident and trusting if the responses are conversational.
Avoid technical terms or jargon that will make your customers think. If they need to google the answers, the chances are that they’ll probably give up on that conversation. They need to feel like they are talking to an acquaintance or a friend.
Another thing to watch out for is verbose. Don’t complicate the answers if you can explain it in simple language. Always aim for a concise and readable response.
It is understandable that you want to represent your eCommerce store as professional but self-serving won’t help. Your copy needs to be approachable and easy to understand.
The main point is to help your customers and solve any confusion.
Promote current sales
Put your live chat to good use and make it your marketing tool. Let’s say that you are having a sale and you want all of your customer to know about it. You can put the ad on the home page, but what if your customer comes directly to the product page?
While some focus the live chat solely on helping the customers with their issues, another great practice is to use it for marketing.
Make use of live chat to create copy that will introduce your customers to best deals and promotions.
The tone and style of this information need to be subtle and informative.
Instead of using aggressive marketing approach such as:
- Hello! Act now and buy our shoes for 30% off! Are you interested?
Write copy that simply has an aim to keep the customers posted about the best deals. Something like this can work:
- Hi there! Do you want to know more about our special deals on shoes?
The goal is to get their interest but without seeming too pushy.
Some final thoughts on live chat for ecommerce
How you write the live chat responses, greetings, and promotions will determine its success with the customers. Some eCommerce owners only focus on implementing the chat without giving an extra thought about how they will use it for achieving the best results.
With excellent writing, you can turn a visitor into a buyer and quickly solve any problem your customers may have. Put these tips to good use and create copy that will perfect your live chat.
Estelle Liotard is a seasoned content writer and a blogger, with years of experience in different fields of marketing. She is a senior writer at Grab My Essay and loves every second of it. Her passion is teaching people how to overcome digital marketing obstacles and help businesses communicate their messages to their customers.
Would you like to see how live chat for ecommerce can benefit your business?
Netop develops and sells market leading software solutions, enabling quick, secure and easy transfer of video, sound and data between two or more computers. We have done this for more than 30 years and we have used this knowledge to make Live Guide the most secure and reliable solution on the market. Live Guide helps companies deliver excellent customer service, reduce support costs comply with strict security demands.