USING LIVE CHAT FOR UPSELLING THE RIGHT WAY!
The term ‘upselling’ refers to a sales technique used to get a customer to spend more by buying an upgraded version of what’s being purchased. The process involves trading up to a better version of a product that’s being purchased. Upselling may also be about exposing the customer to other unexplored options. However, it’s very important to know the right way and time to upsell and the best one is to do it using a live chat service. Here’s how it can be done:
Using auto navigation:
Auto navigation basically enables the visitors to be directed to the desired areas of the website. Whenever they are stuck searching for something at a particular location, auto navigation comes into play. This amazing feature included in a live chat software allows the visitors to navigate to a desired place in no time.
Pre and post chat surveys:
It’s better to be aware about the customers’ interests and preferences so as to offer them exactly what suits their taste. That’s what pre and post chat surveys help you with. These surveys can be used to collect and analyze customer data and history. This further helps the support agents in effectively upselling to your customers.
Co browsing:
Co browsing is more like browsing through the same web page at the same time but from two different locations. This feature is extremely useful when providing support and can be cleverly used for upselling to the customers. This can be done by placing the suggestions at just the right places.
Proactive chat invitations:
Pro active chat invitations can also be used for upselling in addition to reducing the bounce rates. Live chat agents can engage with potential customers and upsell certain products related to products they have recently viewed.
So, that’s how live chat can be effectively used to benefit your business as well as the customers at the same time.
Source: http://www.livechatagent.com/using-live-chat-upselling-right-way/
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