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47% of consumers<\/a> are more likely to make an online purchase if there\u2019s a chance to speak to someone live on the website. These conversational selling techniques will help you reap the benefits of live chat<\/a> to their full ability. <\/p>\n The numbers don\u2019t lie. Within the travel industry, 79% of businesses<\/a> have seen an uptick in revenue after implementing live chat capabilities on their website. <\/p>\n And as for ecommerce, the results are equally exciting. When customers engage in live chat, they convert at a rate of 40% and their average order increases by 10%<\/a>. Wow!<\/p>\n This is all really great. But there\u2019s a big problem. While 42% of consumers prefer live chat<\/a> over any other channel for communicating with a business only 9% of websites feature live chat.<\/p>\n If you\u2019re not yet set up with live chat <\/a>you can get set up for free<\/a> with GoSquared Assistant and start implementing all these ideas straight away. <\/p>\n So why is there a gap between how many customers want live chat and how many companies offer it? That\u2019s likely because small businesses are concerned that they won\u2019t be able to support it.<\/p>\n Maybe you\u2019ve been asking these questions…<\/p>\n For small marketing and sales teams, this all seems impossible, so they give up. But you can (and should) install live chat and practice conversational selling. <\/p>\n Try these conversational selling techniques to improve your website conversions and customer service.<\/p>\n When starting a conversation with a website visitor using live chat, you should keep your questions as simple as possible. <\/p>\n Here are some examples of questions you might ask:<\/p>\n Each of these examples is very simple and friendly. Nothing too complicated. At the same time, none of these questions is vague. <\/p>\n Let\u2019s learn more about why you shouldn\u2019t be vague…<\/p>\n Questions that are very open-ended tend to get unenthusiastic responses. Questions like \u201cHow can I help you?\u201d and \u201cDo you need help with anything?\u201d are not likely to prompt engaging conversations, unless the website visitor really does need help with something urgent.<\/p>\n You can engage your website visitors at higher rates by asking questions that have just two potential response, such as yes or no. <\/p>\n The benefit of asking binary questions is that you get more responses, which prompts more (and better) conversations, which leads to higher revenue, as demonstrated in the awesome statistics above. <\/p>\n Here are some examples of binary questions you can ask to start a live chat session on your website:<\/p>\n With each of these questions (and some of the examples in the previous section), there are only two potential responses. Typically: yes or no. <\/p>\n This is a far better way to initiate a conversation than asking \u201cHow are you doing today?\u201d<\/p>\n A chat prompt automatically pops up and asks the website visitor a question. Chat prompts are a double-edged sword. They can be very helpful or very annoying. <\/p>\n There doesn’t need to be a separate chat prompt for each and every page of your website. Nor should you assume that you need one and put one on your home page because you see other companies doing it. <\/p>\n Chat prompts should be used strategically:<\/p>\n You can switch up your chat prompts and use them temporarily. Remember: you\u2019re not married to them!<\/p>\n Just like you shouldn\u2019t have chat prompts everywhere, all over your site, you also shouldn\u2019t setup chat prompts that pop up the moment your website visitor lands on a page.<\/p>\n If they\u2019ve been on product or pricing page for longer than 30 or 40 seconds, that means it\u2019s more likely that they have a question and need help.<\/p>\n If your chat prompt shows up the moment they land, then you\u2019re interrupting their experience and not even giving them the opportunity to form questions in their mind. <\/p>\n Whether in a chat prompt, at the start of a newly initiated 1:1 conversation, or in a response, you should make your chat messages as relevant as possible. <\/p>\n For example, on a new product page, a chat prompt might appear after the user has been on the site for 20 seconds, and it might say something like, \u201cWe\u2019re glad you\u2019re checking out our new backpack style! Which colour option is your favourite?\u201d This question starts a conversation in a positive way while also collecting feedback. <\/p>\n Most importantly, this question is highly relevant to the page that the website visitor is on. <\/p>\n Next up, we\u2019ve got several more tips that help you personalize your conversational selling techniques. <\/p>\n If you engage in customer service and sales alongside other team members, then you all need to be on the same page. A website visitor might ask a question and then leave and then come back the next day. They might request a refund, receive an answer that they\u2019re not eligible for a refund, and then ask for a refund again a week later.<\/p>\n Use a live chat tool that makes it easy to leave notes for your team members<\/a>. <\/p>\n Another way to make your chat conversations highly relevant is to see what actions website visitors have taken across your site. <\/p>\n With GoSquared\u2019s Live Chat<\/a>, you can review what pages the person has looked at recently, and for how long. <\/p>\n You can use this information to know how to tailor your responses. For someone who has read multiple pieces of content, you may not need to explain your solution or product as much as you would for someone who has visited just one page of your website. Knowing how much interaction the person has had with your site is enormously powerful. <\/p>\n When collaborating with your team, sharing notes on certain customers is super important. Take that one step further and review where previous conversations left off<\/a>. This way, you can jump right back into the conversation. For the customer, this makes the live chat experience really smooth. <\/p>\n Sometimes, customers chatting with you on your website will remain anonymous. But other times (when using the right GDPR-compliant tool<\/a>), you\u2019ll be able to see their social media profiles and company information. For B2B sales, this can help you know how to direct the conversation. <\/p>\n If the company is within your target market, you might want to discuss their needs and move towards booking a demo. If not, you might point them towards signing up for your email list or signing up for a lower-price offer, if you have one. <\/p>\n Salespeople know that sales is all about understanding someone\u2019s needs, diagnosing their problems, and seeing how you can help. Whether they\u2019re buying software, a car, or lipstick it doesn\u2019t matter. Sales requires making a genuine connection and accurately diagnosing the need or desire to suggest the right product or service. <\/p>\n However, the team members managing your website\u2019s live chat may not be expert sellers. Help them understand that sales doesn\u2019t mean being pushy. They just need to ask questions, gather information, and help customers make informed decisions on their own. Forcing customers into a decision is a no-no.<\/p>\n Your team doesn\u2019t have to be logged in and ready to chat 24\/7. You can set up an away message outside of normal business hours that prompts people to ask their questions and leave their email address to get a response. This way, website visitors get the ease of the live chat experience (no filling out forms, no writing emails), and you don\u2019t have to man the ship at all hours. <\/p>\n Maybe this goes without saying, but we\u2019re saying it anyway! You don\u2019t have to man your live chat 24\/7. <\/p>\n But when you ARE live and active, you should respond to customers as quickly as possible. You don\u2019t need to be logged into your live chat platform all day however, you can set up Slack notifications<\/a> so you get pinged when it\u2019s time to respond to someone. Once you respond, be ready to respond again until it\u2019s clear that the person has left the chat conversation. <\/p>\n We hope these conversational selling techniques help you master the art of chatting with your customers online! Learn more about our Live Chat tool<\/a> where you can get started for free! <\/em> <\/p>\nWhat can Live Chat do for you?<\/h2>\n
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1. Ask simple, polite questions<\/h2>\n
![\"keep](\"https:\/\/static.gosquared.com\/images\/liquidicity\/19_06_20_12ConvoTechniques\/19_06_20_KeepItSimple_01@2x.png\")
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2. Ask binary questions (not open-ended) when you can<\/h2>\n
![\"ask](\"https:\/\/static.gosquared.com\/images\/liquidicity\/19_06_20_12ConvoTechniques\/19_06_20_NoYes_01@2x.png\")
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3. Setup chat prompts sparingly<\/h2>\n
![\"ask](\"https:\/\/static.gosquared.com\/images\/liquidicity\/19_06_20_12ConvoTechniques\/19_06_20_HelloHelloHello_01@2x.png\")
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4. Never pop up too soon<\/h2>\n
![\"timing](\"https:\/\/static.gosquared.com\/images\/liquidicity\/19_06_20_12ConvoTechniques\/19_06_20_SpeechBubbleStopWatch_01@2x.png\")
<\/p>\n5. Deliver relevant messages and responses<\/h2>\n
![\"ask](\"https:\/\/static.gosquared.com\/images\/liquidicity\/19_06_20_12ConvoTechniques\/19_06_20_HeartsSpeechBubble_01.png\")
<\/p>\n6. Share notes with team members<\/h2>\n
![\"Live](\"https:\/\/static.gosquared.com\/images\/liquidicity\/19_06_20_12ConvoTechniques\/19_06_20_screenshot1.png\")
<\/p>\n7. Review website visitor behaviour across your site<\/h2>\n
![\"Live](\"https:\/\/static.gosquared.com\/images\/liquidicity\/19_06_20_12ConvoTechniques\/19_06_20_sreenshot_2.png\")
<\/p>\n8. See where previous conversations left off<\/h2>\n
![\"live](\"https:\/\/static.gosquared.com\/images\/liquidicity\/19_06_20_12ConvoTechniques\/19_06_20_screenshot_3.png\")
<\/p>\n9. Know who you\u2019re speaking with<\/h2>\n
![\"Live](\"https:\/\/static.gosquared.com\/images\/liquidicity\/19_06_20_12ConvoTechniques\/19_06_20_screenshot4.png\")
<\/p>\n10. Focus on the customers\u2019 needs, not \u201cthe sale\u201d<\/h2>\n
![\"live](\"https:\/\/static.gosquared.com\/images\/liquidicity\/19_06_20_12ConvoTechniques\/19_06_20_HeartEyeSpeechbubble_02@2x.png\")
<\/p>\n11. Set up an away message that collects email addresses<\/h2>\n
![\"Live](\"https:\/\/static.gosquared.com\/images\/liquidicity\/19_06_20_12ConvoTechniques\/19_06_20_screenshot5.png\")
<\/p>\n12. When you\u2019re online, respond quickly<\/h2>\n
![\"respond](\"https:\/\/static.gosquared.com\/images\/liquidicity\/19_06_20_12ConvoTechniques\/19_06_20_FastResponse_02@2x.png\")
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