How to Use Live

Chat to Increase

Sales Conversions

Brands can build customer

relationships and increase

satisfaction levels by

effectively implementing

live chat.

A study has shown that among all customer service

channels, live chat is the most preferred at 73%,

followed by email at 61% and 44% for phone.

Live chat has tremendous potential and

can be used to cross-sell or up-sell an

interested customer.

The Different Ways to Leverage Live Chat

for Sales Conversion are…

1. In-depth Knowledge of

the Company

Customer Service Executive can

find the best suited product for

the customers by being fully

aware of company’s business and product portfolio.

2. Assess Your Business

Hours Well

The business hours in a day which gets the maximum

visitors must be designated to live chat session.

3. Personalize the Experience

Customer service agents must

truly understand the customers.

Data that highlights customer purchase

patterns, visit trends & preferences helps

customer service agents understand the

mindset of the customers.

This data can be used for tailor-made product

recommendations for the customers which completes

the personalized experience.

4. Time the Sale

It is crucial to know if a customer is

simply sweeping over the website or if

he is actually interested in the services

offered.

Customer service agents must have

access to effective session monitoring

mechanism in order to contact the

customer at the appropriate time.

5. Build Trust

A live chat session signifies to the

customer that the company has a

dedicated customer service agent to

address his needs.

56% of respondents reported using live

chat at least once to have a question

answered. – Software Advice survey

6. Be Proactive

The customer service agents must strike a

conversation politely to make the customers

comfortable so that they can clarify their

doubts without reluctance.

7. Respect Personal Space

A customer may feel annoyed

by the customer service agent’s badly timed and aggressive

attempt to start a live chat.

8. Use the Right Language

The customer service agent

must use simple language in

short sentences while

answering customer queries.

To achieve high sales conversion,

businesses need to leverage the

benefits of live chat by

employing skilled customer

service representatives.

Invensis provides Multi-Channel Call

Center Support outsourcing services

to leverage various communication

channels for effective customer

outreach.

Invensis’ Multi-Channel Call Center Support

services include…

Phone Voice Call Support

Email Response and Management

Live Chat/ Instant Messaging

Mobile SMS/Text

IVR

Invensis is an ISO 9001 and 27001

certified company and has served

200+ clients around the world.

To find out more about the services offered

and benefits of partnering with Invensis,

please contact us at sales@invensis.net