If you’re not using live chat already, it could be a game-changer for your jewelry business.
When you provide support to your website visitors in real-time, you not only improve customer retention but help drive new sales. Often overlooked, live chat can quickly become one of your most profitable marketing channels.
Here are 5 benefits of using live chat:
1. Boost your revenue.
One of the biggest reasons to use live chat on your website is that it’s an easy way to immediately boost revenues. It’s well known that customers who engage with live chat have higher conversion rates and higher order values. Live chat gives you a competitive edge over your competitors.
You should think of your live chat agent as your virtual salesperson, the same as anyone inside your jewelry store. Online there isn’t much of a difference. You become the “face” that customers see and who they’ll be buying from.
A recent study by Forrester found that website visitors who engage with live chat agents are 2.8 times more likely to convert than those who don’t. Live chat also provides an opportunity to cross-sell and up-sell your customer.
2. Provide instant service to your customers.
For people who shop online, time and speed are always a deciding factor. Especially when the competition is just a click away.
How many potential sales have you lost because a customer had a question and no one was available to answer it. Just being present on the site, reassures a prospective customer that someone is available if and when they need them.
In the same study by Forrester, they found that 53% of customers are likely to abandon their ecommerce purchases if they can’t find quick answers to their questions. Also, 73% of customers say that valuing their time is the most important thing a company can do and that good customer service is important to them.
Similar to texting, live chat provides a way for someone to connect directly with you without fear or pressure of a “sales call”. Live chat is also the preferred way that younger customers (such as millenials) choose to interact with companies. Don’t let these sales simply slip away!
3. Make better decisions.
One of the most important reasons to use live chat is that it gives you a direct connection to your audience. With the ability to interact and gain instant feedback from site visitors, you have a prime opportunity to refine your jewelry business.
When someone has a question, answer them quickly and clearly, but don’t be afraid to ask them a question back. Use this chance as a way to learn more about your customers.
What type of styles are they interested in? Were they able to find everything they were looking for? Is the website easy to use? Do they have any other questions? Take the conversation as far as the customer allows. Every bit of data you collect can be used to improve your marketing and grow your business.
There is no better customer than a talking customer. They’ll tell you everything you need to know to close the sale.
4. Reduce your bounce rate.
Bounce rates are the downfall of many websites. Think of all the thousands of dollars you spend a month on marketing campaigns to generate traffic. When someone visits your site then quickly leaves it becomes a waste of both time and money. It’s the same as someone who hasn’t visited at all.
Not only do high bounce rates affect your marketing budget and sales, they can also affect your search engine rankings. A website with a high bounce rate is seen by Google as low-quality, untrustworthy, and unreliable. Eventually, your site stops showing up when someone searches for engagement rings or other jewelry.
Live chat solves this problem. It gives you a chance to capture the interest of the customer before they leave, thereby increasing the stickiness (time spent on your site) and reducing your bounce rate.
5. Capture leads, even when your store is closed.
One important thing to remember is that customers will often visit your website outside of normal business hours. Many people do their shopping while home at night or on the weekends. You also have customers who may live in another time zone and never set foot in your jewelry store, not realizing that your store has closed for the day.
With live chat, you can hire someone to monitor your site remotely and they don’t even have to be at your location. They can live anywhere. They just have to be available online when your customers are.
If you prefer not to hire someone for this role, you can always set-up an away message with a custom form to capture any inquiries received which you can respond to quickly the next day. Many live chat programs also offer artificial intelligence and chatbots which you can preload with answers to common questions. Sometimes to be successful you don’t even need a human being involved!
Remember, with live chat you can get started today with just a few simple lines of code. Once installed, you’ll know almost immediately in real-time what the response is. As a no-brainer, live chat is an easy and effective way to grow your jewelry business. Give it a try and let your success talk for itself.
Source: Jewelry Ecomm