Open a Client Conversation with Live Website Support

How do you treat a potential client that has accessed your website? E-retailers are often under the
impression that the prospect is interested in their product offering. Little do they know, a website visitor is assessing the website to determine whether it can fulfill their needs or not. Although, flash-sales and animated layouts are impressive, they are not compelling enough to convince anyone to become a long-term customer. Susan Scott, author of the best-sellers Fierce Conversations and Fierce Leadership, believes it is essential to build a customer relationship before you move into the selling mode.

Don’t Go for the Hard Sell
Most of the time, e-retailers follow up on potential clients by asking product-specific questions or by pitching their products, Instead of communicating useful details about your product. Have a meaningful conversation with the prospective customer. You can use live customer service chat to communicate with visitors on your website. Easily installed, it helps e-business owners identify the real issue behind their purchase intent.

Comfort Comes First
Offered by WebGreeter, live customer service chat connects website visitors with a company chat representative. A greeting text-based message is sent to every person that enters your website. By welcoming everyone, you send a clear message that you want visitors to comfortable on your website. Other than establishing rapport, you make it clear real-time assistance is available. The instant message will appear on a chat API window which can be customized to include your theme colors and logo.

What is on Top of your Customer’s Agenda?
Customer service representatives use a built-in web analytic feature to understand the motive behind coming to your website. The referral URL source, keyword searches, and webpage duration indicate what a prospect is interested in. For the sake of clarification, operators send a proactive chat invitation. Live website support enables both to have a meaningful conversation in real-time. Operators ask open-ended questions to learn what problem or how many problems a customer is trying to solve. Their intent isn’t to meet sales goals; rather, it is to learn what is on the customers’ minds.

Offer Appropriate Products 
Does this approach seem counterintuitive to everything you’ve learned in business school? The best-selling author explains opening a client conversation is the best way to build a long-term relationship. Operators postpone a possible sale because they want to learn as much as possible about the problem. By not pushing them to buy something, live website support will prevent you from wasting time on a prospect that isn’t interested in a specific solution set. Operators can then help them discover products that can resolve their problems.