The launch of Citricle Live Support had a huge impact on the market and it affected the way business owners use their personal computers to manage their business. We are convinced that our software has the potential to increase the sales of an online store.
To better illustrate that, we will give you a real life example of one of our customers. His name is Chad Gorby and he is the owner of Colorado Kayak Supply, a company that sells kayaks and kayak accessories.
Chad is investing huge amounts of money on his advertising and SEO, and that explains his success. In fact if you search for the word “kayak” on Google, his website (coloradokayak.com) will come up on the first page, and that’s the result of him taking his business very seriously. He is selling a lot of products in the United States and all over the world.
However advertising is not the only explanation for his rapidly growing sales. Chad realized that although pay-per click will bring people to his website, he still needs to do everything that’s possible to actually convince those people to buy his kayaks. Most people think of advertising and SEO as the only ways to increase sales, and that’s a wrong perception. Although I agree that you cannot have online sales unless you actually have visitors, you will still have to figure out how to transform the visitors into customers. Afterall your final goal is not to have people viewing your website but to have them buy the products you sell.
This is exactly where a live chat software can come in very handy. It gives your sales department a way to reach the visitor and try to turn him into a customer. They can type a message to any of the visitors, offer him the right guidance to choose the product that he needs. But that’s not all, it works both ways: the visitor can ask for live help when he decides he needs it. With a click of a button he can get the answers to all his questions from one of your sales operators. It’s just like in a real store! Communicating with a person will give you a lot more chances to sell, rather than letting the person browse your products and leave.
We had people that asked us some very interesting questions, and we have the right answers for them. Here are a couple of them:
Question 1: With all these toll-free numbers that are available to us, why would I need a live chat software? Why can’t the visitor just give us a call if he is interested?
Answer: Toll-free numbers are great and we strongly encourage using them. However studies show that most people will make a call only in the moment when they are already decided to buy from you. Even if they want that product, it doesn’t mean the person will buy it from you. If you don’t give him enough information, he could simply click the back button and choose another website. I am sure you aren’t the only one that sells the product he needs. Making a call requires more time than just clicking a button. Making a call doesn’t give you the guarantee that there’s someone out there to answer your call, while if the chat button shows “online”, they do know someone is ready to answer.
Question 2: What about the people that don’t type too fast?
Answer: Most modern people that use a computer regularly can type fast enough to handle a chat conversation. If a person does not regularly using a computer, that person will prefer to go to a supermarket and buy their product instead of shopping online.
In conclusion, it’s very important to understand that while advertising and SEO are two important things, they will bring you visitors, not customers. What you need to do on top of that is turn the visitors into customers. That can make the difference between success and failure.
For more information about our software, click here.