An online consultant is a special software for providing quick online assistance to visitors, which is installed on sites with mainly commercial topics. The user sees it as a widget on the site in the form of a shortcut, icon, or button that encourages the user to start a conversation.
How does an on-site consultant affect your conversion rate
According to various studies, installing an online consultant on a site increases the conversion rate (number of hits) by 10% - 40%. However, despite the assurances of the consultant's developers, there are a number of conditions that must be met in order for the consultant to work for the benefit of the business and really increase the number of customer requests.
It is important to understand that improper use of the consultant will not only not lead to an increase in the number of conversions, but may also worsen the site's conversion rate.
Tips for improving the consultant on the site
Prompt response
If a user waits longer than 60 seconds for a response, they will probably leave the site. You should not invite a person into a conversation if you can't respond quickly. The ideal response time is about 30 seconds.
Training of consulting staff
A competent response from the consultant is very important. A competent specialist should sit on your side of the screen, and not just a salesperson. The questions can be very different.
Location of the consultant widget
On the right pages
The chat should be on pages where the user may need help, there is no need to post it on a corporate blog, but it is a good idea to place it in the product profile.
Always in plain sight
Make sure that the consultant window is visible and the functionality of the widget button is clear.
Make sure that the consultant window doesn't block the site!
The widget can be positioned to the right, left, top, or center, but the standard is the lower-right corner – where the user is used to receiving notifications from messengers.
Registration rules
The chat window should not look like an alien element of the page. Most online consultants allow you to change the color, font, and size of the chat window, adapting it for specific resources. Here it is important not to overdo it: a small widget that matches the color of the page background may simply not be noticed.
Use auto-messages when communicating with the client
Quick response – a satisfied customer. Use message templates to communicate with clients. However, it's best not to make it look like a message from a robot.
Each page has its own greeting card
Use different message texts on different landing pages. If a person chooses a screwdriver in the catalog, they are more likely to respond to the message "Can I offer you the best price and quality screwdriver?" than to the universal and boring "I will answer your questions!".
Guess the questions of potential customers
The online consultant allows you to monitor the user's behavior on the page, see their key request to go to the site, the number of visits to the site, and other information. This is important information that you should definitely use.
Contact the user with a suggestion to tell them about the product that they have been looking at for 20 minutes on the page, and they will be happy to contact them. And if you offer a discount on this product or any other special offer, they will definitely be happy!
Show real information about the operator
The operator's photo, first and last name increase the store's credibility. Always use real employee data.
Connect third-party CRMs
Some consultants allow you to send information from the dialog directly to CRM, which will allow you to store important information about the client. In the future, this may help to complete the transaction.
