Customer engagement may not be the first thing that comes to mind when you hear about chat, but chat has become a critical communication tool today.
Companies are now using live chat in proactive ways to approach customers and offer help while they are browsing their website. It works similarly to a sales assistant at the store – once the customer enters a shop, they will always be greeted and asked whether they need help.
That way, customers know that they can reach out to the sales assistant if they have any questions. Moreover, after the customer spends some time in the store, it is natural to offer assistance because they might need help and are more likely to accept it.
That's how chat works on websites.
Chat applications allow organizations to make the most of the information about customer behavior, geographical location, or the page they are visiting to start a contextualized conversation that brings results. If used skillfully by a well-trained team, chat applications may help you create extremely positive relationship with your customers, and see more and more of potential customers coming to your website.
Here are some excellent reasons why you need a customized chat on your website:
Higher conversion – customized greetings that start chats with visitors help to engage and convert them. Visitors invited to chat are 3 times more likely to turn into customers. 61% of these customers will convert within the first chat.
You can follow the customer journey and offer contextual help without having to observe customers' behavior all the time – smart chats apps offer sophisticated website monitoring features and constantly analyze visitor information to help create messages that are relevant and contextualized. Even if you're not in front of your computer, you can be sure that customers will be greeted and offered help.
Customized messages deliver personalized help that brings higher customer satisfaction – personalized greetings for customers that directly relate to their previous actions on your website or information you have about them work wonders.
Now that you know why customized messages are so important for your website's user experience, here are some examples of messages you can use to start chatting with your visitors.
Starting a conversation
Companies usually start their work with customized messages by setting up automated greetings that start a chat with visitors. In most cases, such greetings are displayed after a visitor spends around 30 seconds on a website.
But to make the most of these automated messages, it's a good idea to greet visitors at the right moment with a message that relates to what they are viewing on the website. That way, you will encourage them to start chatting with you.
For example, visitors who are looking through your product pages could receive the following greeting: 'Do you see anything you like? We're here for you if you've got any questions about our products.'
Another good occasion to start a chat is when you notice that the customer spends time on your website without taking any action. Start chatting with them in real time to see whether they need any extra information or help with placing the order. By initiating the chat, you will be helping them start the conversation.
Start chatting on the pricing page
Visitors who spend a lot of time on your pricing page might be considering a purchase, but they're not sure which option is best for them. If they abandon your page at this time, the chances are high that they will never come back.
That's why you should reach out to them at this moment and help solve their doubts. Otherwise, you will be missing out on an important opportunity for conversion. All it takes is sending a message like 'Hello, please let me know whether you've got any questions about our pricing.'
Get the chat going on contact pages
It makes sense that customers who open your 'Contact us' page wants to get in touch with you. So why not reach out to them first? You can set up a message like 'Hello, you can always reach out to us in this chat if you prefer typing to talking on the phone.' That type of greeting will pay off in more exceptional user experience on your website.
Here's how to engage returning visitors
Another important use of customized messages is for re-engaging visitors who are returning to your website, essential for customer retention. That type of greeting will help visitors to remember you and engage with your brand better.
You can write a message like ' Hello, welcome back to our website. If you got any questions, we are here for you.' If you notice that the customer visits the same page with a specific product, you can create an even more creative and personalized message, for example: 'Still not sure whether this product works for you? Drop us a line here; we'll be happy to help you out.'
Use messages to reduce cart abandonment
If you run an online store, cart abandonment is probably one of the most severe problems you encounter. Customized messages help to reduce the cart abandonment rate significantly. All it takes is starting a chat and offering guidance to visitors throughout the process of placing an order or filling out a form. By reaching out to them, you will motivate visitors to complete the process or offer them a convenient place to ask further questions before they finish their task.
Setting up personalized messages that target the visitors to your website is a smart move. By reaching out to them, you will stand out as a brand that takes care of the experience of its visitors and wants to provide them with as much assistance as possible.