Question

Topic: Copywriting

How To Engage An Online Visitor Through Live Chat?

Posted by anne.marie on 6/13/2019 at 1:30 PM ET 250 Points
How can we engage a conversation with an online customer though a live chat that leads to a conversion?

More specifically, what would be your first creative conversation starters when the visitor is about to leave the page?

Here is the page where the live chat will be feature: www.flaviar.com
Flaviar is an online spirits company selling in Canada and the USA.

Flaviar's targeted audience is a 40 years old family man that loves refined spirits. Their marketing tone is distinguished.

It could be something like this :
- Are you more a whiskey or gin fellow?
- Let’s get you started and deliver the other 99% at your door, shall we?*

*referring to the info on the page highlighting the fact that only 1% of produced spirits is available to the general public.

The ultimate goal is really to have them feel compel to reply, but how?




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RESPONSES

  • Posted by mgoodman on 6/13/2019 at 2:22 PM Moderator
    I would probably test a generic "Would you take a minute or two to give us some feedback?" initially. Then you can experiment with more industry-specific questions once you have the baseline.

    The risk with any of these live-chat sales engagement approaches is that some people will feel uncomfortable and stay away in the future. Maybe offer "Sure" and "Not right now" options.
  • Posted by Jay Hamilton-Roth on 6/14/2019 at 8:46 AM Accepted
    What's in it for the visitor to chat with you, especially if there are leaving the web page? Based on your research, what are visitors looking for? What might they not be finding quickly enough?
  • Posted by mgoodman on 6/14/2019 at 12:27 PM Accepted
    Are you sure your basic positioning promise is appealing to the target audience? That should be your first stop on this journey.

    Be sure the customer benefit is clear in your mind and that it is expressed explicitly in the copy. If you've defined your primary target audience well, and the copy explains the unique benefit they can expect when they engage with you, and they still want to leave the page, it's not clear how a chat option will benefit you or them.
  • Posted by habu04651 on 6/15/2019 at 1:36 PM Member
    nice blog
  • Posted by anne.marie on 6/25/2019 at 9:23 AM Author
    Do you have concrete exemples of engaging conversation starters?
  • Posted by Shelley Ryan on 7/8/2019 at 3:10 PM Moderator
    Hi Everyone,

    I am closing this question since there hasn't been much recent activity.

    Thanks for participating!

    Shelley
    MarketingProfs
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