Increase Customer Engagement With Live Video Chat
“Welcome To My Online Business. How Can I help You?”
Engagement is defined in Webster’s dictionary as “To participate or become involved in”. (The second definition anyway, the first about being a formal agreement to get married is a different blog for a different day). What many companies who sell products or services online do wrong is that they use a communication platform that is one way. Here is a product or service-buy it or not. If you have a question, concern then there MIGHT be a way to contact the company- email, lead form, etc. However all of those are still a postponement to communicate later on. These methods are only a vehicle of communication, but they do not solve the issue itself. Live video chat allows a company to instantly and specifically answer a person’s questions. It also allows true engagement- participation in the buying process and becoming involved with the customer’s journey. Ever walk in to a store and someone gives you a personal greeting? It starts the entire tone of the shopping experience off better, especially (in my opinion ) the small stores where they are taking an active interest in helping you, bit just because they are looking for shoplifters and a greeting is part of their job.
Live Chat Allows Customers To Feel Like They Matter
A personal introduction creates a connection that allows you to direct customers where you want them to go next.
Ways Video Chat Allows A More Authentic Online Interaction.
Numerous studies about sales, neurolinguistic behavior, psychology and other fields have proven how important body language is in communication and interpretation. Video chat transforms the customer experience from that of customer to machine, to human to human. This experience makes a single-serving connection between the customer and your brand authentic and personal, often leading to a repeat customer or brand advocate.
There is a ever-increasing blur between the shopping experience and expectations between a traditional brick and mortar store and an online store.
Your business can’t get a second chance to make a first impression. The first interaction with your potential customers is critically important, because if you don’t have them in a few seconds, your competitors will. Also, statistically customers are much more likely to have additional questions about related services or products. After answering their first question or concern and resolving their issue, the most important follow up question a business can ask through live chat is “Is There Anything Else I Can Help You With?” All of the above helps build a relationship with your customer and an affinity for your brand.
BirdSeed has built an incredible customer engagement platform. Live chat is one of the tools included in this business toolbox.
So, what makes BirdSeed’s Live Chat and other engagement tools great? Read below to learn more.
Live Chat Is Convenient
BirdSeed Live Chat Software Allows You To Meet the Customer Where They Are At
BirdSeed allows you to communicate with the customer in the way they would like (still in line with your preferences and business model, of course). You can choose to enable several methods of communication with the customer/client along with live chat.
Here are some of the tabs available:
Allows you to provide your audience with a direct phone number to contact you before, during or after a chat with an operator. You can choose to display this Tab during business hours and track results of calls.
Provide website guests with a way to schedule a meeting before, during or after a live chat based on the days and time you choose. You will be notified of all scheduled meetings and product demonstrations requested.
Traditional Text Live Chat
For times when you are unable or choose not to provide real-time video support to your website visitors, you are always able to provide traditional text chat, as well as providing varied means of support- ie. weblinks, white papers, instructions or anything else appropriate to your company.
Real-time Video Responses
Using our Patent-Pending technology, engage all of your website visitors by responding real-time with instant recorded responses creating a personal connection with your guests and increasing engagement
(How is this different than One Way Streaming Video Chat? Some companies allow you to video chat with them and don’t force the website visitor to turn on their microphone or mouse… only they do. The problem with that? It’s AWKWARD! Imagining having an employee just sitting there while someone stares at them and waiting to see if they type a question. Frankly, it may even feel creepy. Just as importantly – if the chat operator is having to sit there in that “chat” waiting for a response, they are unable to attend to multiple chat’s which we allow for. No need to awkwardly sit in front of camera…simply respond to one or many responses by website visitors and even re-record your response quickly if it wasn’t exactly what you want to respond with!)
3) Live Chat Shows That You Care Enough About Your Customers To Invest in Them
The modern customer wants to be made to feel important, feel like they are more than a number on a sales tracking platform and to have an overall good experience. BirdSeed live chat can be embedded easily into almost any website.
Contact us today to learn more about how we can increase sales and enhance the customer experience.