Top 5 Customer Behavior That Are Great Chat Opportunities

A wise man once said that opportunities come knocking only once in our door. So when an opportunity knocks, can you readily recognize it? Can you easily identify chat opportunities behind seemingly common customer behavior?

More importantly, right after you’ve spotted it, do you know what to do with it? How to consummate those golden opportunities to meet your business goal?

Work Dressed in Overalls

Live chat operators do a very important job where online business websites are concerned. For an eCommerce site, they serve as the salespeople for a virtual toy store. For agencies and establishments, they serve as the receptionists.

In other words, you are the front- men and women of the brand or business.

Because first impressions truly last, our job is very crucial. Since we’re the ones facing the customers, we’re the ones who can readily spot opportunities. Yes, opportunities that are work dressed in overalls.

The bulk of the work lies in delivering the best customer experience any customer rightfully deserves.

Opportunities Hidden Behind Customer Behaviors

Making good out of chat opportunities likely leads to a successful business relationship (read: completed sales, lifelong customer).

Chat opportunities are usually hidden behind customer behaviors – how they’re trying to use the live chat widget on your site.

1. Inquire about product information before purchase

More than half of online shoppers would like additional, more personalized information about a product or service. Obtaining them right away highly encourages purchase.

Pro Tip: If you have a special landing page for products or promos you want to highlight, customize the chat widget accordingly. Try changing the widget label to a more compelling “Ask me how our Special Product works!” which will appear below your name. Use chat triggers for your homepage and sales pages. Offer an exclusive information to a shopper, information that’s not readily available in your FAQ page which you think they might need.

2. Ask about a purchase already made

Continuous customer support even when money has been changed hands is valuing customers. And they expect that.

Pro Tip: In cases like these, it’s usually the shopper who initiates chat. If it’s an existing customer, be more accommodating and thank them for their purchase. Pay more attention.

3. Ask about customer service & company policies

Some online shoppers take the time to learn about return policies, shipping, discounts, and other caveats in the name of getting the best value for their money. Some would like to know about your business hours and such.

Pro Tip: Assuring the customer, giving them the peace of mind regarding their purchase will put you in a very good position when it comes to winning their loyalty.

4. Need help during checkout

Some shoppers get stuck somewhere in the checkout process. Instead of navigating away to find your phone number or a contact form, wouldn’t be a relief to find a chat widget on the same page and chat instantly for help? Saves you an abandoned cart too!

Pro Tip: Use visitor information in the chat panel to see if there’s somebody in the checkout page stuck too long. Send a proactive chat offering assistance.

5. Make product comparisons to aid in selection

To aid in selection, customers try to find recommendations and straight comparisons from a trusted source. Make that trusted source you, or your representative; don’t let your customer encounter it somewhere else.

Pro Tip: Be as specific as possible when making comparisons for the shopper. It helps if you get interested of their purpose for buying a product, and other circumstances. Then you can recommend which one you think will best suit them. Always bear in mind that buyers love personalized information and products closely tailored to their needs and wants.

So take note of these 5 customer behaviors that each hold bountiful golden chat opportunities. Right them down in post-it and slap it on your work station’s wall where you can easily spot it every day.