January 22, 2012
Conversion is king, at least in the land of online sales. You can run all the multivariate and A/B testing in the world, but when it comes to turning a prospect into a customer, there’s no replacement for a salesperson’s ability to overcome a buyer’s hesitations.
Chat& makes this possible.
With features such as live one-on-one video chat, text chat, and co-browsing, Chat& makes it easy to interact directly with those who have expressed an interest in your product or service.
Not only does Chat& have the potential to increase a website’s conversion rate, but through the use of a live interaction platform, a company can better foster customer relationships. To best utilize this, a business should consider Chat& an in-site social media service. Instead of aggressive sales tactics, the real value would lie in a customer service’s representatives ability to add value to the shopper’s experience. If a business is successful in accomplishing this, they have effectively created a differentiating factor over their competition.
Chat& possesses quality experience at the top. Company CEO Michael Lebor was formerly the CEO of flowers.com (now 1-800Flowers). Chat&’s service boasts of its scalability and having someone with Lebor’s experience and background brings validity to this claim.
It would be interesting to see a service like this implement account registrations (perhaps through Facebook Connect), to collect more information on user history. By obtaining more detailed customer information, a customer service representative could offer more relevant and targeted offers. Combining customer preference and customer service could prove to be a potent one-two punch.
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