Great move – you’ve added WhosOn live chat software to your website. But are you getting the most from it? Your customers won’t flock to a service option that they’re unaware of. So, to help you encourage as many people as possible to embrace live chat, we’ve put together this handy promotion pack.
Complete with tips and ready-to-use templates, this pack contains all the resources you need to drive users to your chat channel. Enjoy!
Leverage your existing service channels
The best place to start pushing live chat is on your existing customer service channels. Covering email, telephone, and social media, here are 3 ideas proven to increase live chat engagement.
Email is one of the most common channels customers use to get in touch with you. So, use it to promote a quicker alternative.
By adding a live chat link to your standard email footers, you’ll let your customers know that immediate support is available to them.
And since emails from your company will touch every single customer you have at some point, there’s no better way to market your chat channel effectively and inexpensively.
Some free templates for you to use:
Just launched live chat? Make a splash by adding these banner images to your email footer.
Prefer a lighter touch?
Try one of these graphics alongside your email contact details.
Looking for something a little different?
Feel free to experiment with your own designs, or drop our professional services team a line if you’d like us to create some custom graphics for your brand.
Given the choice between waiting on hold or getting immediate assistance, which would you prefer?
Customers sitting in a call queue will be highly receptive to the offer of a live alternative, making it the prime time to plug your chat channel.
So, adjust your on-hold scripts to let customers know that a chat option is available. As well as reducing call volume and customer frustration, you’ll raise awareness and usage of live chat. Everybody wins.
Try adding one of these messages at the start of your on-hold script:
Thanks for your call. Our lines are currently in use but we’ll connect you to an advisor as soon as possible. Or, to get instant support, feel free to use our live chat service at www.yourbrand.com.
Thank you for calling. We’ll connect you as soon as an operator becomes available. If you need immediate assistance, we also offer a live chat service on our website at www.yourbrand.com.
Thanks for getting in touch. For an immediate connection to an advisor, you can chat live to the team at www.yourbrand.com. Or, please wait on hold until we are able to take your call.
Thank you for your patience. For an immediate response to your enquiry, you can also launch a chat session via our website at www.yourbrand.com.
Thanks for waiting. If you would prefer to chat live to an advisor, please visit our website www.yourbrand.com and use the live chat channel to connect.
We appreciate your time. That’s why we also offer a live chat channel, so you can get immediate support though our website at www.yourbrand.com.
Has the customer been on hold for a few minutes? Try one of these messages instead:
What about preventing channel disruption? If the customer is calling from a smartphone, you can encourage them to chat from their device using IVR re-route:
Thank you for continuing to hold, your patience is appreciated. If you would prefer to use our live support service, please press 0 and we will transfer you to a chat session.
Thank you for waiting. For live assistance, please press 0 at any time and we will transfer your call into a live chat session.
Did you know we also offer live chat support? Press 0 and we will connect you to an advisor on our live chat channel.
You’re already using social media to share key messages with your customers. So, start adding updates about live chat to the mix.
Share regular posts about your live chat availability to keep the service fresh in customers’ minds. You’ll drive home the message that you’re committed to providing quality customer service, as well as making your business seem more approachable.
Since social media is all about connecting people, don’t miss out on the opportunity to connect followers to live support.
After your live chat channel is more established, use images like this to remind customers of your availability:
Spreading the word
After leveraging your existing customer service channels, the next logical step is to start spreading the word elsewhere. Here are 3 simple ways to drive more users to your chat channel.
You’re offering a great new service – write about it! To help spread the word online, create a new blog post on your website.
The blog post needn’t be Shakespearean: a few sentences introducing the new service, a quote from an employee explaining why you’ve adopted live chat and the benefits it offers to customers, a brief summary of your live chat availability and a closing message asking users to give it a try.
Once published, be sure to share the blog on your social media channels. Don’t forget to include it in your company newsletter too, to extend its reach even further.
Or would you like to quote from CEO to beef up your blog? Feel free to use this
Stephen Parker, CEO of live chat provider Parker Software comments, “We’re proud to be partnering with [ your brand ] on this project. In implementing our WhosOn live chat software, [ your brand ] is demonstrating a real commitment to customer care, and we’re delighted that our product can help them achieve their high service standards.”
Sending out comms about a new offer? Add a live chat button at the bottom, so recipients can enquire immediately – without the pressure of a call. The same applies whenever you issue resources like infographics or ebooks. By including a chat button, you enable readers to follow up or learn more easily.
Plus, don’t forget marketing materials you publish online. By adding a chat button to any digital brochures or PDFs, you encourage quick, convenient contact that will increase channel awareness as well as conversions.
Live chat is direct and discreet. That makes it the perfect channel to deal with customer complaints. So, if a customer complains on social media, direct them to your live chat channel so you can resolve their problem privately and promptly.
Whether a customer has complained via support ticket, website, or online review, offering a live chat session is an effective way to provide immediate support. Not only will you embed live chat further into your comms, you’ll reinforce the message that you’re readily available to help.
Some phrases you can use: Try using one of these messages to redirect customer complaints to a live chat session:
We’re sorry to hear about that. Please click the link to chat to a customer service advisor directly: [insert link]
We apologise for your experience. So that we can help right away, please click the link and chat live to an advisor: [insert link]
We're sorry to hear this, and we'd like to help. Please click the link to chat live to our customer services team: [insert link]
We're sorry you've had a bad experience, and we'd like to discuss further. Please click the link to chat live: [insert link]
We can only apologise. Please follow this link where an advisor is waiting to chat live and help resolve the issue: [insert link]
We’ve saved the best until last. Of course, the most effective way to drive live chat usage is to optimise its presence on your website. Here are 3 final ideas to promote your chat channel.
To encourage live chat usage, you simply need to put it directly in front of your customers. That means putting your chat button up front on your website, where it can’t be overlooked.
This is as straightforward as adding a noticeable chat button to all your website pages. If you bury a live chat link in a “Contact Us” page, the odds of people seeing it are drastically reduced.
For immediately visible and accessible chat, we recommend fixing the button on the bottom right hand side of all pages. That’s the expected placement, and the hotspot where visitors are most accustomed to using chat.
The most essential rule of live chat design is that it matches the look and feel of your website. Any colours, fonts, and images used should match your brand guidelines and integrate with your website seamlessly.
You’ll want your chat box to be noticeable, but not intrusive. Try adding subtle features such as a slight wiggle or small bounce to attract attention and encourage engagement.
And when it comes to in-chat windows, make sure they’re clean and uncluttered, so the user can easily read what is being said whilst continuing to browse your site.
Here’s what some of our customers are doing in terms of great chat design:
To encourage live chat usage, you need to use it yourself. That means sending proactive chat invitations to your visitors at relevant points in their journey. You can even set up rules to automate this process.
For example, if a customer has been browsing a pricing page for over 20 seconds, you could send an automatic chat message asking if they’d like a pricing break-down. Or, if they’re lingering on your FAQ page, you could pop up and ask if you can answer any questions they have.
Your live chat engagement will inevitably increase, and you’ll also create a supported online experience for your website visitors.
Struggling for ideas? Here are some smart ways you can use proactive chat:
Thanks for using WhosOn. We hope you and your customers love it.
To get maximum ROI from your live chat channel, promote it as per these easy ideas. In increasing live chat usage, you’ll also increase your sales, your agent productivity and your problem resolution times.
And remember, if you need any assistance, we’re only ever a click away.