Learn how to increase sales using live chat. Over the course of the presentation, we touched on 4 main aspect of improving sales with live chat: 1. Personalization. 2. Using greetings to save carts. 3. Discovering customer pain points. 4. Gaining trust with customized chat.

1. How To Increase Sales Using Live Chat
presented by:
Miles Hobson - The Chat Shop
Jacob Firuta - LiveChat

2. Introduction
How To Increase Sales Using Live Chat:
● Personalisation through live chat
● Using chat greetings to save carts
● Discovering customer pain points
● Gaining trust with a customized chat

3. Miles Hobson
Inbound Sales Development Executive
The Chat Shop
Website: www.thechatshop.com
Email: miles@thechatshop.com
Twitter: @miles_hobson
The Chat Shop
Services which enhance the benefits of
live chat for your company.
● Customer Service
● Lead Generation
● Increase Conversion

4. LiveChat
A real-time tool live chat tool for online
sales and support.
More than 7500 companies use
LiveChat daily to answer customer
enquiries and increase sales.
Jacob Firuta
Customer Success Manager
LiveChat
Website: www.livechatinc.com
Email: j.firuta@livechatinc.com
Twitter: @JFiruta

5. Personalisation through live chat

6. “59% of online shoppers believe that it is easier
to find interesting products on personalised
eCommerce websites”

7. What’s wrong with automated
recommendations?

8. What’s wrong with automated
recommendations?
1. Recommended based on
previous purchases

9. What’s wrong with automated
recommendations?
1. Recommended based on
previous purchases
2. Irrelevant to current visit

10. Why use live chat?

11. Why use live chat?
1. Timely recommendations
2. Recommendations customers
want and may not have found
“Oh great, I didn’t realise that
you offered ski hire”

12. Why use live chat?
3. Tailored service
4. Up sell/cross-sell
“We also offer a transfer service”
5. Combine with automated
recommendations

13. How do I offer personalisation?

14. How do I offer personalisation?
1. Sales enablement
2. Sales through service
“That’s perfect! Exactly what I need”
3. Give customers time

15. Using Chat Greetings to save carts

16. What are greetings?

17. What are greetings?

18. What are greetings?

19. What are greetings?

20. How can I use greetings?

21. How can I use greetings?
1. Send short, customized
messages.

22. How can I use greetings?
1. Send short, customized
messages.
2. Reach visitors precisely when
you need to.

23. 1. Send short, customized
messages.
2. Reach visitors precisely when
you need to.
3. Offer help appropriate for the
circumstances.
How can I use greetings?

24. How to save a cart with Greetings?

25. How to save a cart with Greetings?

26. “Can’t decide on particular
items? Maybe I can help?”
How to save a cart with Greetings?
1. Time-based greetings for
undecided shoppers.

27. 1. Time-based greetings for
undecided shoppers.
2. Proactively nurturing
carts of certain value.
How to save a cart with Greetings?
“I’ll be happy to help if you
have any questions about our
wares.”

28. How to save a cart with Greetings?
1. Time-based greetings for
undecided shoppers.
2. Proactively nurturing
carts of certain value.
3. Help after a payment
doesn’t go through.
“It looks like your payment
didn’t authorize. Maybe I can
help?”

29. Discovering customer pain points

30. What does it mean?

31. What does it mean?
1. Live chat is often used for customer service
2. Solve short term problems but learn from them
“I have no idea where to enter my card details”

32. What does it mean?
3. Discover customer pain points and improve customer
experience
4. Increase conversions and
repeat custom

33. “Repeat shoppers spend up to seven times more
than first-time buyers per transaction”

34. Why live chat?

35. Why live chat?
1. Live chat is your website’s frontline

36. Why live chat?
1. Live chat is your website’s frontline
2. Conversations tend to be
less formal/structured
3. Relationship can develop
between agent and customer

37. How do I discover customer pain points through
live chat?

38. How do I discover customer pain points through
live chat?

39. How do I discover customer pain points through
live chat?
1. Encourage agents to have a
conversation

40. How do I discover customer pain points through
live chat?
1. Encourage agents to have a
conversation
2. Connect agents to decision
makers

41. How do I discover customer pain points through
live chat?
1. Encourage agents to have a
conversation
2. Connect agents to decision
makers
3. Make changes

42. Gaining trust with a customized chat

43. Why you should customize the chat window?

44. Why you should customize the chat window?
1. Blends in with the website design.

45. Why you should customize the chat window?
1. Blends in with the website design.
2. Visitors know who are they contacting.

46. What customization options are available?

47. What customization options are available?
1. Pre-made or custom color
palettes.

48. What customization options are available?
1. Pre-made or custom color
palettes.
2. Logo and agent’s photo.

49. What customization options are available?
1. Pre-made or custom color
palettes.
2. Logo and agent’s photo.
3. Social media buttons.

50. What customization options are available?
1. Pre-made or custom color
palettes.
2. Logo and agent’s photo.
3. Social media buttons.
4. Mobile icon display.

51. What customization options are available?
1. Pre-made or custom color
palettes.
2. Logo and agent’s photo.
3. Social media buttons.
4. Mobile icon display.
5. Custom CSS.

52. Next steps…
1. Set-up a knowledge base with potential customer needs
matched to products
2. Create an internal suggestions@ email address for live
chat agents to suggest improvements to decision makers

53. 1. Don’t create greetings targeted at very wide audience.
2. Prepare a number of customized greetings aimed at
particular groups of visitors, in particular situations.
Next steps…

54. Next steps…

55. Next steps…

56. Next steps…

57. 1. Chat Greetings Efficiency Report – Your go-to source
of information related to live chat greetings.
2. Custom chat window gallery
3. Chat window customization in LiveChat
Resources

58. Miles Hobson
Inbound Sales Development Executive
The Chat Shop
Website: www.thechatshop.com
Email: miles@thechatshop.com
Twitter: @miles_hobson
Jacob Firuta
Customer Success Manager
LiveChat
Website: www.livechatinc.com
Email: j.firuta@livechatinc.com
Twitter: @JFiruta