5 Tips for Using Live Engagement Tools to Boost Sales, Improve Service Online
4. Upsell with video and complete deals collaboratively. Video sells products. Incorporating dedicated videos or even YouTube videos into a live chat multimedia session can help increase sales. Sales agents can pause a video to discuss or further explain a feature in which a visitor has expressed an interest. They can even mark up the video using annotation tools.
Once this effort secures buyer interest, e-business representatives can continue the collaboration while filling out an order form together, having the customer sign it electronically. They can even use PayPal's app to pay for the order.
5. Predict and optimize search terms. Live engagement tools provide e-businesses with the opportunity to listen in to what customers and prospects are saying about their buying intentions. Retailers can use this feedback to optimize their marketing activities, including pay-per-click campaigns, search engine marketing and banner ad campaigns. This begins with listening to consumers. For example, what terms are visitors using to describe the products they want or have questions about? What questions do they have?
Besides addressing client and customer questions, multimedia sessions can serve as virtual focus groups for a marketing team, enabling it to ascertain the interest and characteristics of likely buyers.
Yuval H. Moed is co-founder and CEO of HBR Labs, which develops VeriShow, a SaaS-based collaboration platform that operates in the internet cloud and focuses on consumers’ needs to improve online customer service. Yuval can be reached at firstname.lastname@example.org.