10+ Tips to Increase Your Site Conversion Through Live Chat!

10-tips to increase your site conversion through slaask

We’ve been able to collect a lot of data thanks to our continuous in-house testing at Slaask and by helping our customers complete tests. Here are the consolidated results of our research in 10+ tips for you to increase your site conversion through live chat.

1. Use real faces, or avatars of your real faces.

When setting up your live chat, make sure to use real faces, or avatars of your real faces. It’s important to keep in mind that your company’s online presence should reflect that of a real retail business. In a good brick and mortar business, you see the smiling faces of real people welcoming you, and offering you their help.

2. Define a specific message to trigger for your main landing page.

For example, in successful retail stores, sales staff are always welcoming you in the store and are always making sure they are available to answer any of your questions. Why not go for the same approach on your website? It really works well, and your visitors will feel welcome!

3. Make sure to customize your widget.

So that it is in line with your website’s look and feel. It is great when you can customize anything you want, even down to the text to make sure your widget expresses your company culture, but also your live-chat catch phrase, to really make it relevant to your customers. Your live chat colors should also be in line with your site colors and CSS.

4. Address your visitors and customers individually.

As personally and friendly as possible! In other words, if it fits your corporate culture and activity, try to avoid answering with a generic screen name such as “Acme, Inc. Support”. Instead, use your first name, and try to make sure when anyone from your team answers a customer through live chat, that they answer with their first name as well. The best would be to address your users and customers using their first name (using an automatic identification system, and also manually while chatting with them).

5. Use emojis to show your tone.

It is a good idea to use as many emojis as possible, to make sure you express yourself with the right emotions to your customers.

6. Answer quickly.

Your average response time is your very first measurement of user satisfaction. You can try out NPS, but keep in mind that it dates back to 2003, making it 13 years old and thus really old-fashioned. It’s a better bet to track your average response time.

7. Try out the collaborative chat feature.

Try out the collaborative chat feature when answering your customers (= “one-to-many” chats) so that they really feel like the center of attention. It’s important for you to find the right balance in your company in between using too many human resources, and not enough. This can be resource-demanding, but customer support and satisfaction shouldn’t be viewed as a cost center in your company. Customer satisfaction is priceless, and not seeing that as a cost center has proven to be very beneficial over time.

8. Identify your most valuable products / services.

Through your existing analytics, identify (or make some hypotheses if you don’t have any analytics in place at the moment) your most valuable products / services in terms of turnover and margins, and define specific triggers for these products / services. Open a conversation by giving more information about these products / services in the message triggered, or by offering discounts with a countdown for a specific type of customer (specific “personas”), or by focusing on a “limited” aspect of your product to create a sense of urgency.

9. Identify one specific trigger for your pricing page (or cart page).

Make sure this trigger shows that you are “open” about your pricing and not “limited” to the numbers as shown on your site pages. Take some time to really think about this trigger, as it is an important one.

10. Define a social canned response.

When one of your visitors is very satisfied with one of his live chat conversations, we recommend you push a canned response that focuses on your social links and offers them to like, tweet and / or follow your service. In that very moment, they will be very pleased to share your brand / service / product over the web with their network. It is a great way to use this timing to your advantage to encourage your visitors and users to be more engaged with your brand.

11. Make simple surveys at the end of your conversations.

To make sure your business is becoming smarter over time, and improve your process continuously thanks to the survey results.

12. Last but not least, use Slaask.

Slaask is a customer service app for Slack that brings your team and clients together in one place for better communication.

Slaask was first released publicly in February 2015 (a very long time ago in Slack years), and was in the very first batch of applications available on the worldwide Slack app directory in December 2015.

Being super verticalized (focusing uniquely on Slack) and having been developed with a state of the art mindset, Slaask guarantees you the best Slack integration you could ever possibly find. With Slaask live chat piloting your online customer service, your site’s conversion is sure to increase, right alongside your customer’s satisfaction.