Facebook Messenger is a person to person interface app that really gets my Adrenalin going. This application facilitates business to customer conversations that can drive conversions and revenue. My adrenaline jumps to the next level when I think about the new range of technology called Chat Bots. Similar to Google Assistant, Amazon’s Echo and Siri on the iPhone, these amazing tools are designed to be assistants to personal technology and what’s more, the trend of Chat Bots available for business owners to use on your website, is growing.
The economies of scale in using artificial intelligence in the form of Chat Bots to perform more customer related functions, saves valuable time and money. Now this is all very exciting, but the golden rule still applies: “Garbage in = Garbage out.” If the Chat Bots are fed with the correct information and still cannot answer customer questions it can be a source of great frustration.
So, now you have to ask, “How do I start capturing that information and applying it to the relationship between you and your customer?” It all starts with Live Chat software.
Live Chat is the learning ground used to move into Chat Bot technology that comes with powerful marketing tools like HubSpot CRM to gain the benefit of increased website conversions and potential increased sales.
I will explain how to write your welcome message further down the column. First, I would like to explain 5 ways this business tool can benefit your sales process:
Determine the context of where the prospect is in their journey. There are two things to consider here; the functionality of the Live Chat tool and its placement on your website. A good Live Chat tool can give you four optional messages based on the type of website visitor:
As with all messages, what and how you say something is as important as the timing of the message. Placement will determine the context of the message. Your website is your shop, and a customer visiting the blog section is not ready to have a sales conversation. So, your Live Chat will be tailored to deliver a message relating to the blog, rather than an introduction to a sale. Your homepage is designed to direct people, like in a shop, the isle a person enters will give you a clue, as to how best to help them. You break up your website typically into the homepage, contact us, service and/or product web pages, blog article etc. Your welcome message will depend on where they are. A common mistake is to write one message for the whole website.
Educating customers as they make buying decision, is crucial in making a sale. Not in that you just direct the customer to your product but rather because you establish yourself as a source of information they can trust. While working with Google’s artificial intelligence product called “Google Home,” I noticed that as you start the conversation, your list of options unfold, while the conversation is happening. The education happens immediately and in the most helpful way. Employing this technology on your website can establish your company and message as a source of information. Education can take many forms, such as a promotional offer (i.e. 10% discount) or a unique element on the web page (i.e. offer to help determine the right clothing item or help to calculate shipping costs). For example, “Hi my name is John. Can I help you calculate the shipping cost?”
The most important part of any sale is to ask for the sale. While the phrase may take on many different aspects, the meaning is the same, “Would you like to begin your purchase?” In some cases, you may want to phrase this by simply asking to continue the conversation in a d
ifferent forum or you may ask for some information to start the decision process in the buyer’s mind.
Small improvement beats delayed perfection, so I encourage everyone to embrace Live Chat knowing the trend of Chat Bots and artificial intelligence for your business. It will be a game changer for future profits and improve customer service.For inspiration, I recommend walking into a fashion store where the retailer really knows how to interact with people and listen to how they welcome and start a conversation with people in real life. Nothing beats listening to a real sales pro.