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Before we look at how to use the data, we need to understand who the right customer is.The idea is to move mountains in order to talk to your best prospects but not talk to time wasters at all. Question: Which pages on your site are your best prospects likely to visit? Answer: We look at the leads generated via our platform, and we look at the page chat was initiated on.Here’s how to set it up: Expert Tip: I want you to imagine a scale with leads on one end and customer satisfaction (CSAT) on the other.When a visitor comes to your site, what they’re hoping for is to have all their questions answered, instantly.For example: “I’d love to get your question answered by one of our experts, who I’ll pass your details to ASAP.”Customer support is a different beast altogether.The goal is to reduce the amount of email and phone tickets and resolve customers’ issues on the fly.What your business wants is the largest number of leads you can capture from your traffic and a reduction in your CPL.
In fact, you can have the world’s worst site, or even a blank website, and still convert.
converting well, I like to take a data-driven approach.
The homepage might have a great conversion rate, but what about the “About Us,” “Pricing,” or “Contact Us” page. Here’s a live chat data checklist you can use: You can find this information using Google Analytics or specialized apps like Formisimo.
To each end, leads and CSAT are mutually exclusive.
The balance is to provide 5-7 FAQs in response to questions, and use an exit statement for anything else.
This is to ensure that a conversation can continue if the visitor is clicking through pages.“Greetings” is industry lingo for automated chat popups. With most good live chat providers, you can set triggers for proactive greetings, such as: Different applications need different setups. Some companies want the website to do the heavy lifting without a sales person.