3 Ways Live Chat Software Can Improve Your Conversion Rates.

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3 Ways Live Chat Software Can Improve Your Conversion Rates

 by Sherice Jacob607/23/2013

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If used correctly and as part of your overall customer service plan, live chat software has the ability to increase conversion rates by giving customers instant access to a live support agent right while they’re on your site.

But if you think simply slapping up an online icon and waiting for the orders to roll in is all it takes, you’ll be sadly disappointed.

There are “rules,” if you will, for using live chat software to the fullest, so you can:

• Improve conversions
• Build a strong customer loyalty
• Create a fervent base of devoted fans

Here’s what to look for, and how to make sure you’re using your live chat program to the fullest.

Powerful Analytics

The best live chat software includes intelligent analytics which can be leveraged to learn which pages customers are visiting, how long they’re staying on that page, and how they got there.

Normal analytics packages can do this as well; however, live chat analytics have one important advantage:

They present the best opportunity for the support agent to initiate a live chat session.

Sam’s Furniture uses the LivePerson™ chat software which looks at these very factors and determines if the user would be a good candidate for a live chat inquiry.

Often, with major purchases such as furniture or appliances, the customer has to think about it. They may want to compare prices and different models to determine if they’re getting a good deal. With these long-term, high-ticket purchases, they may come back to the site several times and then ultimately buy in a Sam’s Furniture retail store.

For these reasons, both the analytics and live chat customer support can identify customers who have been comparing different brands or who have spent a longer time on specific pages.

By posting an unobtrusive invitation to see if the customer has any questions, sales agents are able to provide answers and close sales.

It’s worth noting that adding the live chat to the Sam’s furniture website has accounted for about $50,000 in sales consistently from month-to-month.

In addition, customer support tracks the effectiveness of the live chat system by manually matching chat logs to each customer’s order.

Increasing Average Order Value

Virgin Airlines doesn’t use live chat to sell tickets, but rather uses it to upsell customers.

Users who buy tickets online are already in the decision-making phase, so they don’t need to be convinced.  But by upselling them with live chat as they complete their order, Virgin has created some enviable conversion rates.

Additional order value from users who use the live chat function is around 15% higher than those who don’t.

Beyond that, users who participate in live chat tend to convert 3.5 times as often as those who don’t. Virgin also says live chat is cheaper than emails and phone calls as one live chat agent can typically do the work of about 15 customer specialists who are handling emails and calls.

The takeaway lesson here is that live chat doesn’t just have to be about providing support and answering questions.  If used strategically, it can also be used to upsell a likely conversion, or, if the customer is hesitant to move ahead, down-sell with a “lite” option.

Smarter Page Tracking

Blue Soda Promo differentiates itself from more than 24,000 competitors who are also selling promotional items by using Bold Chat live chat software. With an average order value of $700, their customers want to be sure that all questions are answered before they place an order.

Depending on which pages the user has visited and how long they’ve been on a page, Blue Soda’s customer support agents initiate a chat to determine if the user has a question. As a result, nearly 60% of their chats lead to sales.

Live Chat Is Growing

According to recent trends, live chat’s popularity shows no signs of slowing.

Last holiday season around Cyber Monday, the biggest online shopping day of the year, LivePerson hosted more than 860,000 chats for its  8,500+ retail and business clients.

What’s one of the reasons for the stunning growth in recent years?  More ways to chat—such as through mobile.  When surveyed, 40% of customers said they’d be likely to use live chat on their mobile phone if such an option were offered, making it more important than ever to get up to speed on responsive design.

The bottom line

When it comes to using live chat, it shouldn’t be looked at as a marketing cure-all, but rather yet another link in the customer service chain that connects you to your prospect in a way that goes beyond just answering questions or directing inquiries.

When used strategically, live chat can become an integral promotional channel that builds loyalty, gets fans talking, and convinces users to take action.

So what are you waiting for? Get chatting.

About Sherice Jacob

Sherice Jacob helps website owners improve conversion rates with custom design, copywriting and website reviews.  Get your free conversion checklist and web copy tune-up by visiting iElectrify.com.

Two Words To Turn Ho-Hum into Powerful Copywriting

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Two Words To Turn Ho-Hum into Powerful Copywriting

 by Guillermo Rubio007/22/2013

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Two words are all that stand between you and better copy.

What are they?

I won’t keep you in suspense.

It’s a simple two-word question:

“So what?”

Asking yourself this one simple question will dramatically improve your copy. And yield powerful copywriting.

It doesn’t matter if you’re writing an email to a colleague, a memo to your staff, or a web page selling a humidifier.

Those two words will go far to make sure you’ve got your audience in mind. And, they will make sure you write only that which is relevant to them.

I’m sure it’s not the first time you’ve heard about using the question “So what?” Plenty of great and legendary copywriters have written about it before.

So rather than rehash why it’s such a great question to ask, I thought it’d be good to simply show you its power, for practically every element involved in writing great copy.

The Attention-Grabbing Headline

This the make-it-or-break-it point in your copy. If your headline doesn’t get your reader’s/visitor’s attention right away, the rest of your copy doesn’t matter.

So after you’ve written some copy, start with the headline. Ask yourself, “So what?”

The answer should be in your headline.

The writers over at Cosmopolitan know this very well. Here’s the cover from one of their issues:

Every single headline on that magazine cover screams to be read. It draws you in and quickly passes the “So what?” test.

An easy way to make sure your headline always passes, is to include a benefit, an element of curiosity, or both.

The next line of copy after your headline needs to do the same.

Here’s an example from Reader’s Digest:

The headline certainly passes the “So what?” test, and so does the short copy that follows.

It’s hard to resist the urge to click to read more and find out what else you may not know about dairy’s health benefits.

Make Your Benefits Come To Life

Another way the “So what?” test boosts the power of your copy, is by making your benefits shine.

You’ve heard the mantra, “features and benefits.” Asking “So what?” really helps you draw out the deeper, more emotional benefits your product or service provides.

Legendary copywriter Clayton Makepeace uses this simple tool all the time to help him create sizzling blockbuster promotions.

So how do you do it?

Start by making a list of your product or service’s features. These are the “facts.”

So if you’re selling a yellow no. 2 pencil, some of the features include:

• Eraser on one end
• Graphite core encased in a wooden cylinder
• Yellow
• Around 7 inches in length

Now that you’ve got your features, it’s time to ask “So what?” for each of the features …

Feature: eraser on one end

So what? You can easily correct mistakes. No need to have to grab a new sheet of paper.

Feature: Graphite core encased in a wooden cylinder

So what? If you happen to press too hard and break the tip, no problem. Just sharpen the pencil and you can be back to writing in no time flat. Even if you break the pencil in half, you can still sharpen it and get to work.

Feature: It’s yellow

So what? It’s easy to find and differentiate from your pens and other writing instruments. Save time, since you don’t need to be fumbling through a bunch of stuff to locate it.

Feature: It’s around 7 inches in length

So what? Your pencil will last quite a while. No need to buy a new one for at least a few weeks. And if it ever breaks, you can still use the same pencil, since it’ll most likely still be long enough to use comfortably.

Here’s a classic example of features and benefits from a company selling a health supplement:

Building Trust With Proof And Credibility

How else can using the “So what?” test improve your copy?

Well, if you ask it after every claim or promise you make, you’ll find yourself wanting to back it all up with proof or specifics.

This, of course, will dramatically improve the persuasiveness of your copy.

For example, let’s say you’re a business that sells servers, storage and software solutions to the IT departments of big companies.

In your copy, you could say something like: “Our database software will help you lower operating expenses and improve performance.”

But now let’s ask “So what?”

We can now back it up with a study or some other kind of proof to show that what we’re saying is true.

So this now becomes:

“Based on a recent study done by CIO Magazine, our database software helps you slash operating expenses by 23% and improves database performance by up to 53% with shorter query times. Here’s what our past customers have to say about it: ” (Note: This is a completely made up example, not actual copy from somewhere).

Take a look at this in action on the Motley Fool’s site:

Specifically, they make the claim that:

“…now there’s a way you can get world-class stock recommendations and expert, unbiased advice from top financial analysts by barely lifting a finger.”

Immediately, they explain what it is and why you should believe it.

“It’s called Motley Fool Stock Advisor. This unique investment advisory service was created 11 years ago by Motley Fool co-founders David and Tom Gardner — the renegade brothers Money.com named “among the most widely followed stock advisors in the world.”

So next time you sit down to write, make sure you keep “So what?” on the forefront of your mind.

Those two simple words will go a long way to making your writing clearer, more effective, and more persuasive.

About Guillermo Rubio

Guillermo Rubio is a freelance copywriter who specializes in helping businesses achieve better results from their marketing efforts.

To find out how he can help you with a particular marketing challenge (and to get a special report on boosting your content-marketing ROI), please visitwww.GFRCommunications.com

Meditazione del giorno.

Venerdì 2 Agosto 2013

"Chi copre le sue trasgressioni non prospererà, ma chi le confessa e le abbandona otterrà misericordia" (Proverbi 28:13)

AUTOGIUSTIFICAZIONE 

Per sua natura l'uomo è portato ad incolpare gli altri dei propri errori, come quel ragazzino che provocò scompiglio posando il piede sulla coda del gatto. La madre, che dalla stanza vicina aveva sentito il forte miagolio dell'animale, gridò: "smettila di tirare la coda al gatto!". Il bimbo, per difendersi, rispose: "mamma, non sto tirando la coda al gatto, ci sono solo sopra; lui si è messo sotto il mio piede!". Forse possiamo sorridere al maldestro ed umoristico tentativo di attribuire la colpa all'innocente gatto però, spesso, accade che mentre scorgiamo chiaramente la "pagliuzza" nell'occhio del ragazzo, siamo ciechi per la "trave" nel nostro occhio. Gli uomini cercano più di giustificarsi che di riconoscere il vero stato delle cose. Visto dalla prospettiva di Dio, il nostro punto di vista è il più delle volte mortificante, giacché Egli dichiara che ogni nostra "giustizia è diventata come un abito invecchiato". Nonostante Dio abbia tracciato molto chiaramente la via della salvezza, l'uomo persiste nel volersi tirare fuori dai guai con i propri mezzi. Perchè questo? Quando Dio creò l'uomo, lo fece perfetto e lo pose in una felice condizione, per lui era una gioia passeggiare nel fresco della sera con il Signore. Ma dopo il peccato, la natura umana fu avvelenata. Le migliori azioni degli uomini sono macchiate e Dio è ignorato. Sedotto dal peccato, l'uomo non è in grado di riconoscere la sua attuale condizione e inutilmente s'immagina di piacere a Dio con le buone opere. Peccatore, svegliati! Prima che tu possa piacere a Dio, devi essere "giustificato per la Sua grazia". Smettila col tuo folle tentativo e comincia ad avere fiducia in Colui che ha detto: "venite a me, e io vi darò riposo"!

                  

Ricevi la meditazione giornaliera:

Italiano                                         Inglese                                         Tedesco                                         Francese                                         Spagnolo                                      Albanese                                      Rumeno

Chiste del Día

Nora Jreige

¿SABEN QUE ES UNA HIENA?
La hiena es un animal que vive en el norte de África, come carroña y se aparea una vez al año, y emite un aullido semejando a la risa del hombre...!!!
Expone la maestra a sus alumnos.
- A ver, Juanito, ¿qué entendiste?
- La hiena es un animal que vive en África, come carne podrida y se aparea una vez al año, y hace un aullido que parece que se está riendo...!!!
- Muy bien, Juanito. Tú Pablito:
- La hiena es un animal que vive lejos, en África, creo; come carne podrida, se ríe como si fuera hombre, y ve a su pareja una vez al año.
- Mmm... Bueno, has aprendido algo.
- Y tú, Jaimito?
- Yo sólo tengo una pregunta maestra:
La Hiena:
¡Con lo lejos que vive!
Con la mierda que come!
Y con lo poco que coge...!
¿De qué madres se ríe?.!!!
Jajajajaja