Many businesses and institutions have chosen or are looking at adding live chat support to their websites. You may have run into some of these websites where a chat agent is available to help you find the product or services you wanted or to help you resolve an issue. Well, one of the most interesting things that you should know about live chat conversation data is that it can show you how live chat can increase sales. What you may not know is that the details of the chat conversations can be used to improve chat agent interactions with customers in such a precise way that it improves customer satisfaction while improving sales.
If you are wondering what the connection between chat data and sales is, the answer is simple. As long as you have optimized your marketing strategy, any leads that are ready to make a purchase are redirected to the sales department of a company. Here is where agents do their magic and convince prospective customers to complete the order. The problem is that in many cases, agents do not react in the most efficient manner possible and can find themselves in a situation where they lose the interest of visitors.
The good news is that this will not happen anymore as long as you decide to hold on to your live chat conversation data and have it analysed by an artificial intelligence engine that is designed to offer you not only a performance score and feedback, but also recommendations on how agents should act. The most interesting part about it is that the software can be integrated into your current chat platform and provide all the above in real time. This way, you can see for yourself just how live chat can increase sales.
The truth is that a great deal depends on the way that agents chat with visitors. Since in most cases live chat agents must chat with multiple individuals at the same time, it can be difficult for them to come up with suitable answers or phrases that would turn visitors into buyers. However, this does not mean that you should hire more agents or just put more pressure on the ones that are already working for you. Live chat can increase sales, but only if you use proper software to optimize the communication between visitors and agents.
During the time a visitor begins to chat with one of your agents, the AI system analysis the live chat conversation data and tells the agent how to direct the discussion to obtain a favourable result – a sale. The truth in how well your chat agents are performing is in your chat data, one sentence after another. The data is too large for a human being to analyse adequately but using machine learning algorithms and advanced AI feedback, you get the best solution possible. The best part about it is that it continuously improves itself to provide better and better recommendations to agents. The bottom line is that your live chat conversation data can be used to help you increase sales!
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