“Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.”
As consumers continue to move both their conversations and business transactions online, companies must select the customer service and support tools appropriate for the customer experience. With so much Web-based opportunity, there is tremendous value for businesses to improve customer service and increase sales within the online environment.
To enhance the online customer experience, a growing trend among many businesses is to offer online chat. Also called live chat or web chat, online chat offers real-time, two-way text communication over the Internet. Some chat platforms are reactive, requiring the user to actively click a button on the host’s website to “chat with us.” Other companies use a proactive chat approach where website visitors are asked to engage with an agent usually in the form of a pop-up window.
The benefits of online chat are impressive, especially when it comes to providing rapid and cost effective customer service. Online chat:
- Reduces overall contact center costs by lowering average interaction costs
- Delivers rapid, personalized and timely communications to a customer
- Minimizes shopping cart abandonment by helping customers complete order forms
- Builds website credibility with the customer; agents can answer questions immediately
- Increases transaction value with up-sell and cross-sell opportunities
- Increases efficiency by allowing agents to handle multiple chats simultaneously
Despite significant benefits, much of online chat’s potential remains unrealized. Even with growing consumer preference, impressive ROI, and high customer satisfaction over other channels like phone support, online chat remains a largely untapped channel. This is particularly the case for online chat sales. When TELUS International commissioned a recent benchmark study for best practices in online chat sales, they found many of the largest retailers did not offer a chat sales option.
Making Chat Work
As we are getting savvier with social technologies, it’s not surprising that a growing number of consumers prefer online chat channels. For example, an ATG Global Consumer Trend study found that 90 percent of U.S. consumers ranked click-to-chat as “useful to extremely useful.” Likewise, an eMarketer.com survey found that 63 percent of respondents were more likely to return to a particular website after experiencing live chat.
The key to making online chat work is to implement it effectively and maintain the human element as part of the online interaction. According to our research, a successful online chat session rests on three key areas: agent skills, chat system features and communications style.
As consumers we all engage more if we are spoken to personally. We want to interact on our schedule in the way that works for us, not the seller. Most importantly we only want to hear about things that are important to us.
That is what Engage To Sell is all about - leveraging information and industry insights to develop and deliver an intelligent solution that targets and engages the right consumers through the means of professional, adaptive live chat to deliver opportunities that increase sales for our clients.
Based in Eau Claire, WI, we are building a strong values-based company with smart people and advanced technology. We are changing the way the industry interacts and markets to American automotive consumers leading to greater results for our dealers.
Engage to Sell is the Leading Automotive Website Pro-Active chat service in the industry. Engage to Sell is very unique in the way it does business by offering companies a clear advantage in the marketplace.
Engage to Sell is a 24 hour a day, 7 days a week, 365 days per year service that will Double or Triple your website leads. Every company would like more leads to come from their website as we know most customers will visit a website rather than drive to your business. What Companies may not know is that only around 2% to 4% of customers that visit your site will ever fill out a form to contact you.
That is where Engage to Sell increases your opportunities everyday by having our Live Agents pro-actively Engage your customers while they are visiting your website.
Our Expert Agents will actually start the sales process by Meeting and Greeting your website traffic. This will give you the dealer many clear cut advantages.
• ETS will improve the customer experience on your website
• ETS will increase the time spent on your website
• ETS will act as a concierge for your store and impress the customer
• ETS will be your number #1 lead source
• ETS will build you a better marketing data base by collecting Cell phone and
• ETS will obligate the customer to hear back from you
• ETS will increase your service and parts leads
• ETS chat leads are 85% contactable
• ETS appointments show
• ETS leads will give you a GREAT ROI
• ETS chat agents are paid off CSI ratings
• ETS offers Month to Month contracts
We are so passionate about what we do for dealers that it shows in our work.
For more information call or click today!
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