5 minute read |

4 Tips About Making Great Use of Website Chat Software

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Customer Service

When it comes to using website chat software it is not enough to simply install and activate website chat on your ecommerce website, because you also need to make sure that you are using it to its full advantage aligned with the needs of your customers. This is due to the fact that the 20% of customers who actively look for website chat support before making a purchase have expectations about the experience and are aware of the technology and best use practices, which creates high standards for you to meet. The following are just a few tips to help you get the most out of your website chat software.

Understand your target audience

Before you can make the most out of your website chat software you need to know the target audience that you are working with. This means knowing your target audience, as most users of website chat that actively seek it out fall into one demographic that is easy enough to identify with. The average demographic is between the ages of 31-50, a supporter of technology, has a higher than average income, is more likely to shop online, and has a college education which means that you have to be careful when approaching them.

Offer real chat invitations

The distinctive difference between website chat that works and one that fails on a website to garnish attention is the chat invitations that are sent to browsers. If you happen to invite your target audience to chat most of them will welcome the invitation unless it seems forced or automatic. People do not want to chat with a sales robot, and if your agents act like a sales robot while chatting or inviting browsers to chat they are less likely to pay any attention to the website chat if they need it destroying your chance to proactively move any merchandise.

Carefully approach proactive chat invitations

This said, the same advice goes when it comes to proactively trying to chat with browsers via the website chat software. These technology savvy customers are able to smell a guise or trap when it is laid out for them; therefore you need to be careful not to get too uniform via the website chat option. After all, all it takes is a few duplicate invitations or obvious sales pitches to make them weary of your website and the website chat option altogether.

Ability to integrate website chat software with your website

Finally, if you want your website chat to be truly effective you have to make sure that your use of it is integrated with your website. This includes offering browsers direct links to products and links on your website while also offering them directions and clear advice on how to find what they are looking for. By properly integrating website chat with your website you will be able to make the full use out of it and make your browsers happy with the results.

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