Make Customers Feel Secure While Using Live Chat
When marketers and conversion optimizers are concerned about fancy words like shopping cart abandonment, inefficient checkout flow, and turnoffs, “the concept of customer fear” is overlooked.
The reason why we cannot get the best conversions out of those expert tricks, hacks, killer ways and techniques of increasing online sales is due to unhealthy “second thoughts” lurking in the back of our customers’ minds. Customers can be skeptical about anything; maybe they are scared of being scammed, losing finances, or simply having a delayed product delivery. Heck!
Now, what should we do about it?
Use live chat. Period.
Scared customers hesitate to call you! You need live chat support in your armory to build trust.
Live chat can do wonders in decreasing customer incredulity. With features like a real-time typing view in different live chat software, you can easily take a sneak peek into what your visitor is typing even before they hit the send button. This information will provide a clue about what’s restraining them from trusting your services.
Live chat is a powerful tool to fortify customer ties, if used right. Mentioned here are some of the best ways to help your website visitors overcome their skepticism.
No snooping
True! Chat agents should glance over online behavior before initiating a chat session, but never let your customer know that their online activities have been monitored; they will not like the idea of being snooped on. If they have any clue that you are eying their activity, get prepared to bid them farewell. They will never return to your site again!
Use original images
According to research, websites with pictures that include facial features are received more positively by visitors as compared to images with no facial characteristics or no human pictures of any kind
If you want customers to trust you, then you MUST use your real picture on the live chat window. No substitutions here. People want someone that can take accountability for brand experiences, whether good or bad. Therefore, a faceless chat agent is a big no!
Protect information
Consumers are doubtful about online shopping due to financial and identity theft. An SSL certificate on your website can make things better.
Moreover, actively trying to keep customer data secure against online threats can represent that you are doing what’s possible to keep their data secure. One of the best ways is to use a credit card masking feature that many chat softwares offer. It is used to hide payment details and credit card numbers in live chats.
Inform about Payment options
Most importantly, make sure your chat agents have sufficient information about payment options. They can make this information available even before your website visitors want it. What if after completing a prolonged, daunting payment process, you realize that your retailer website does not accept the payment option you have. People— rather than going through the whole process again— ask the live chat agent about available payment options.
If your agent has no idea about the options accessible on the website, then your visitor will be alarmed. Even worse, she/he may bounce off your website, abandoning the purchase.
Stay true to your words
Stretch the truth and BLEEP, BLEEP, BLEEP! Your customer’s sixth sense will start to beep.
So don’t ever lie to your customer!
Customers’ trust can only be earned if you play fair. Don’t exaggerate your services, as it will turn your customer’s disbeliever mode on. If your representative has to research to find a solution, she/he must do so without feeling shameful or inadequate. Lying to a customer will, in the end, return to scare you and result in more problems than you can probably solve.
These were some of the tips that can actually help induce your customers to make a purchase on the website by overcoming their fear. If you know other tips too, don’t hesitate to share them with us. And, if you are unable to handle the live chat on your website, consider live chat outsource companies and let professionals handle your customer concerns.
