Call Centers

Online Chat Sales

Chat is growing to be an increasingly preferred option used by the online customers. It is instant, hassle-free and much better than the traditional methods of business communication. There are two kinds of chats- proactive chat and reactive chat. Reactive chat requires the users to click the button on host's website which says "chat with us." This approach is favored by many.

In case of a proactive chat you do not need to wait for the potential customer to click the button, instead you need to invite the website visitors yourself. This generally is triggered using a pop-up window. However to make your online chat sales successful; there are few things you need to keep in mind:

• The agents need to answer the questions clearly and effectively, avoid unnecessary promotional copy, present one or two ideas as per response so that the customer does not get confused or feels burdened.


• Train the agents affectively for carrying out chat sales: The chat agents are supposed to be trained on differences between chat as well as other communication forms.


• The chat needs to be integrated with the overall CRM strategy. The chat as well as CRM systems need to ensure that they convey the same information so that customer gets a consistent experience. The chat agents need to have access to the customer interaction histories and should be able to access the latest product information and pricing.


• Ascertain that the interaction seems human; the chat agents should personalize the interaction and maintain a good voice tone.


• Staff should avoid giving customer long waiting times. A well-trained agent is able to manage large number of chats at the same time. One should try to respond within 30 seconds and avoid high queue positions.