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To each end, leads and CSAT are mutually exclusive.
The balance is to provide 5-7 FAQs in response to questions, and use an exit statement for anything else.
Most people make the assumption that live chat will work in all conditions.
You get to talk to your customers so that’s a good thing, right? Websites that convert well do not work well with live chat. The visitor has likely come from Google and found their answer in 0.24 seconds.
Think E-Commerce sites or certain Saa S sites where you can sign yourself up without requesting a demo.When you or your team sit on live chat, you should notice that between 10 and 50% of all your website visitors engage with you.If done correctly, typically, a third of those should become a lead or, in the case of E-Commerce / Saa S sites, buy or sign up.Here’s your customer characteristics checklist: Question: Which countries do your best customers come from? Question: Which page on your site has access to a login/support/area where visitors can log in?Reason for the question: You don’t want to waste resources annoying your existing customers.
And because the “add to cart” and “checkout sequence” is easier than trying to complete a transaction through a live chat agent, live chat reduces conversions. The easiest way to prove the ROI of chat is to capture leads from the conversations.