Selling has never been easy, and in a digital era where you don’t even have a chance to meet the customers face to face, selling can turn into a tough war. How can you and your sales team overpower your competitors and fight over valuable customers?
Below are three weapons you must have before entering the battlefield.
1. Live-Chat Visitor Monitor (Your Battlefield Map)
Everyone knows that nothing can be more important than the ability to "see" in a war. However, sometimes, finding the right reconnaissance aircraft for your online sales army isn't easy. Have tried all the tools to track and monitor your site visitors?
Here’s one you probably missed: the live chat visitor monitor.
Many of you may still take your live chat software merely as a channel to exchange messages. However, there are a lot more features you ought to be taking advantage of, among which visitor monitoring and tracking comes the first. As I already mentioned, to win a war an army calls for the ability to see. So, the more your salesmen know about a visitor, the more chances they’re going to build up a relationship and confirm a deal between two parties.
Below are five most important information fields you should try to include in your visitor monitor window.
- Browsing trajectory. This will help your salespeople find out a visitor’s preferences and interests, which will then provide a clue for them to determine what type of visitors they are dealing with.
- Chatting history. Similar to the browsing trajectory, this is also going to get your sales team ready for what to do with the visitor and what kind of recommendation to make.
- Searching record. That usually refers to two parts: which keyword search brought a visitor to your site and which keyword search is made within your site. Both parts will help your salespeople better categorize your visitors.
- Contact information. An email address or phone number will always be valuable for e-commerce businesses. Though you may not have the chance to gain these information every time, do it whenever possible and make them part of your company asset.
- Geography. That one will be useful in sales and promotions related to areas. However, even if it's not a geo-based deal, at least the local weather can be a nice start of your sales talk.
2. Automation Tools
The most common way to nurture a lead is to follow-up. In fact, all the money hides in one of the follow-up contacts where you finally figure out your customer’s specific need. Research shows that, for an online representative to build a relationship with a potential customer, the average number of "touches" he has to make can be as many as 16 times.
However, sometimes even if you do wish to follow up, you can’t afford it for every lead because it costs time and money. That is where our second weapon comes into stage: automation.
Thanks to the development of modern technology, businesses nowadays have alternatives (such as auto phone reply, auto email reply, and auto message reply) to employing more employees. Automation has been proved to be an efficient and cost-effective way to empower a business.
To add some value on automation tactics, I’m going to turn to another word: intelligent. In taking email as an example, auto email reply is only a kind of reaction instead of proactive follow-up. So, to truly automate your sales process, your email automation system needs to get smarter. It should be able to recognize certain customer moves (such as leaving the shopping cart without finish the payment) and make the corresponding steps (such as sending a reminding email) according to some preset criteria.
3. A Plan for Your Data
Now that you’ve started to gain customers, the next thing you need is a well-organized treasure trove and armory to store all the customer information, figures, and data so that your sales team can make the most of each piece in the future. This is why a CRM (customer relationship management) system is needed.
CRM lets you do more for your customers---and get more from your relationships with them. The core concept of this technology is about merging sales efforts with business processes to be able to identify, pursue, and manage valuable customer relationships.
Below are the top three reasons to use a CRM.
- Focused sales efforts. Your sales staff deals more effectively with customers because they have instant access to a complete view of all customer interactions.
- Improved customer experience. More customers return for repeat business because your staff deals with their queries quickly and efficiently.
- Better coordination. Your sales management improves as the CRM system makes it quick and easy to produce accurate key reports.
Today’s online business world is crowd. To survive and eventually stand out, you need to be well-prepared for all the competition and challenges. Make sure your army has all the necessary weapons and tools to win sales.