5 Tips for Using Live Engagement Tools to Boost Sales, Improve Service Online
Most online retailers understand the significant value of interacting with website visitors via live chat. After all, visitors who engage with an e-sales representative are three times more likely to convert to a sale. They typically place higher-value orders as well. What may be less obvious to online retailers are the numerous ways in which live engagements can be further optimized. Multimedia platforms designed to address customer service needs can help effectively gather valuable information and personalize interactions between retailers and consumers, leading to higher conversion rates.
Here are five ways retailers can use real-time multimedia collaboration to improve their results online:
1. Add real-time collaboration capabilities to campaign landing pages and banner ads. E-tailers can showcase the availability of their sales agents by advertising in the places where consumers make decisions online: product comparison sites, consumer forums and product review pages. Through a call button or link imbedded in a banner ad, shoppers can engage live with e-sales agents from the articles or comparison sites where they’re actively making decisions.
During these sessions, service representatives can personalize the engagement and address questions using product videos, images and even demonstrate a product from a live video feed — all before the consumer even reaches the retailer's website.
2. Turn sales agents into personal shoppers. A live multimedia collaboration session gives an e-tailer the ability to turn e-sales agents into personal shoppers, helping visitors find the best product to match their need. With an interactive product catalog personal shoppers can browse with visitors, leading them to items of interest and, if needed, compare them to other products without leaving the session. The agent can also help the visitor complete the checkout process and pay while in the session using PayPal's app.
3. Pamper high-value prospects. For brands that offer unique, one-of-a-kind inventory, there’s no need to spend precious marketing resources photographing and uploading each item to your website. Marketers can create a section of their website for high-touch or white-glove sales calls and invite visitors to click on a live engagement call button for a private viewing. During these sessions, which can incorporate video chat for greater customer support, sales agents can place items of interest in front of a camera for the visitor to view on his or her computer. The personalized conversation with the shopper can then continue all the way to potential conversion.