If you have worked in digital marketing, you may have heard of sales funnels. To give you a brief recap, a sales funnel represents the stages that a prospective customer goes through to achieve conversion (i.e., become a customer).
In a simple sales funnel, you attract strangers to your website through marketing and advertising and convert visitors by inspiring them to share their contact information. This helps generate a lead. You nurture and close these leads by guiding customers to make a purchase and finally, delight them through the quality of service that you provide.
Today, the customer service you provide plays a crucial role in making a sale. Good customer service will also help generate repeat sales. This is especially important for online businesses that frequently rely on live chat systems to interact with customers. These live chat systems can play a very important role in a sales funnel. In fact, live chat can successfully replace several stages within an online sales funnel and speed up the purchase process. Let’s take a look at how live chat systems improve a sales funnel:
The Human Touch
Online shopping can be very tricky and gaining the trust of a visitor who is surveying your website is one of the most important parts of generating sales. A lot of people will abandon their shopping cart halfway because they don’t trust the quality of service or because they have doubts about the security of the transaction. This is especially true for new websites who are just starting out in the digital space.
Live chat systems can address this issue. Many a time, a visitor may not be able to trust a website, but upon interacting with a human operator, will feel reassured about the authenticity of the business. Thus, live chat can boost your customer engagement and improve your conversion rate.
More Information and Troubleshooting
With live chat systems, you can educate and engage your prospects in a much better way. For instance, a customer may have successfully moved down the sales funnel, but they may get stuck during the checkout process. A human operator can resolve any possible issues they may be facing and help them complete their purchase. Live chat systems are also a great way of imparting information to new visitors who may be confused about the services offered.
The end goal of the sales funnel is to make people buy your products. Since live chat systems allow you to interact with visitors in real time, you can predict whether or not they can be converted to a paying customer. Think of live chats as a way of bringing back traditional shopping. A seller easily gauges a customer’s interest in buying a particular product and proceeds to convince them in the same manner; interacting with a customer during a live chat works in a similar way.
Thus, adding a live chat system to your website can help you retain customers and improve the quality of your sales funnel. It also helps you understand your customers better, which ultimately helps improve your quality of service.