Engage Proactively with Website Visitors Through Customer Support

Faith Ocampo Published on July 3, 2017 Last updated on June 3, 2021

Ecommerce websites can boost sales by increasing customer engagement with the help of online customer service channels.

woman in coffee shop thinking deeply looking at message from customer support agent

Today’s brands know that much of their success relies upon their digital performance. Your website should be able to convert visitors into customers and keep previous buyers coming back.

Sadly, many businesses just sit back and watch helplessly to see if a site visitor will push through with a purchase. What you should do instead is to proactively engage customers and solve their issues along the way to encourage them to buy.

Here’s how you can do this through a combination of customer support and marketing techniques.

              

  1. Deliver live chat support

    customer support agent assisting consumer using live chat

    Live chat is a must for every brand nowadays, but it’s all the more crucial for online retail businesses. It provides an instant helpline for customers who may be just one step away from a purchase.

    If you actively provide support through online chat, you’re making everything easy for the buyer. By providing valuable information and answering questions through chats, you subtly nudge the customer to complete a purchase.

    Therefore, make sure to place a chat button on your website. Ideally, this should be accessible from every webpage. Agents should also be well-trained and knowledgeable about your products and services.

  2.           

  3. Engage via email

    customer support agent hand tapping on email support envelope icon

    If you regularly gather customers’ contact details, you can come up with an email list of potential buyers or current customers. Make sure your data collection and storage follow data privacy guidelines for your customers’ locations. Then, engage with them regularly if they have opt-in for updates, but don’t overdo it.

    Send helpful updates, such as new promos or customer contests. You can also provide useful tips and information related to your products and services. However, These techniques serve a dual purpose: you can market your brand while providing customer service. Another tip is to take note of special occasions and be present during these moments.

  4.           

  5. Invite customers to talk to you

    delighter consumer talking to customer support agent giving thumbs up

    Placing a chat or email button on your web pages is different from actually inviting customers to talk to you. Identify the crucial and problematic steps in your online purchase process by looking at your website analytics. At these points, invite customers to contact you. This may come in the form of a prominent button or image. For instance, at the checkout page, you may include these sample lines:

    • “Have questions or need help? Talk to us! We’re always online.”
    • “Having troubles? Let us help you.”

    Doing so creates a lasting and positive impression among customers and shows your genuine desire to connect with them. Plus, it gives call center agents a chance to solve customers’ issues before they abandon the purchase process.

  6.           

  7. Gather leads at every opportunity

    notepad pen near laptop

    Ecommerce websites get a lot of visitors that don’t necessarily convert to customers but have all the intent to come back in the future. Make sure to at least gather their contact details responsibly so you can get in touch with them later on. For instance, if you’re running a blog, you may offer them content that they may find interesting.

    During this step, you may create forms they need to fill out before they can download your content. Live chat agents can also get information from website visitors that seek their help, which would also help populate your email list. Overall, these techniques would help you compile contact details of potential customers or leads.

  8.           

  9. Create a “Contact Us” page

    smiling consumer holding phone book looking talking to customer support agent on phone looking at computer

    But beyond this, your “Contact Us” page should be responsive. Most brands don’t pay enough attention to this function and thus end up not replying at all to site visitors that leave a message through this page. This can disappoint customers and make you appear unreliable.

    Have your call center agents monitor your “Contact Us” page, and measure your customer service performance on this channel as well.

Through outsourced customer service and content management, businesses can strengthen proactive support for their customers. Contact Open Access BPO to learn more about how outsourcing with us can benefit your business.

Read More

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 1 hour ago
𝗙𝗼𝗿𝗲𝗰𝗮𝘀𝘁𝗶𝗻𝗴 𝗮𝗰𝗰𝘂𝗿𝗮𝗰𝘆 is a valuable metric for gauging potential challenges your #CustomerSupport team will encounter.

By leveraging this metric, you can effectively manage your team and allocate workload to optimize operational efficiency.

Read: https://buff.ly/3YTDeyl

----------
For ops management strategies that ensure high #productivity for optimal 24/7 coverage: https://buff.ly/4flOvO4

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
Open Access BPO 3 hours ago
Located between Hong Kong and Mainland China, 𝗧𝗮𝗶𝘄𝗮𝗻 is a strategic location for businesses wanting to reach large Asian markets. Global economic surveys regularly recognize Taipei's investment-friendly business landscape.

Build your brand's East Asian presence with our diverse and highly qualified team of native 𝑴𝒂𝒏𝒅𝒂𝒓𝒊𝒏, 𝑪𝒂𝒏𝒕𝒐𝒏𝒆𝒔𝒆, 𝑱𝒂𝒑𝒂𝒏𝒆𝒔𝒆, 𝒂𝒏𝒅 𝑲𝒐𝒓𝒆𝒂𝒏-speaking professionals.

𝗘𝘀𝘁𝗮𝗯𝗹𝗶𝘀𝗵 𝗮 𝘀𝘁𝗿𝗼𝗻𝗴 𝗯𝗿𝗮𝗻𝗱 𝗽𝗿𝗲𝘀𝗲𝗻𝗰𝗲 𝗶𝗻 𝗘𝗮𝘀𝘁 𝗔𝘀𝗶𝗮 𝘁𝗵𝗿𝗼𝘂𝗴𝗵 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗧𝗮𝗶𝗽𝗲𝗶: https://buff.ly/3Yw0wcm

----------
𝗘𝘅𝗽𝗹𝗼𝗿𝗲 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢
• Our Solutions: https://buff.ly/3YS79Hb
• Our Other Locations: https://buff.ly/3YAQoir

#WeSpeakYourLanguage
Open Access BPO 5 hours ago
Thinking about building a stronger #CallCenter team?
Cultural #diversity can be your secret weapon! It fosters better customer understanding, improves communication, and boosts innovation.

Learn about the key benefits in our latest blog:
https://buff.ly/4fCYEp0

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.
Contact us today: https://buff.ly/4fCYIVM

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO Yesterday
Having a hard time finding the right talents for your #CustomerService team?
You may need to tweak your #recruitment strategies.

Try out these creative recruitment strategies to attract qualified candidates: https://buff.ly/3O1c1DD

----------
Or you can outsource to Open Access BPO and we'll do the recruitment and training for you.

Send us a message today to set up your own team of #CX specialists: https://buff.ly/3Aiv2yv

#WeSpeakYourLanguage
#outsourcing #CSat
#CustomerExperience
Open Access BPO 3 days ago
Content Moderation work requires specific skills, qualifications, and attributes from its moderators. These qualities ensure a safe and positive online environment for users.

So, if you're #outsourcing this service, your prospective #outsourcing partners' employees must have:
• discernment of good from bad;
• a sharp eye;
• a trained mind;
• a tough stomach; and
• these other traits: https://buff.ly/3YvM7wR

----------
Outsource content moderation only to an expert #BPO with an expert team of moderators: https://buff.ly/40Cg01j

#WeSpeakYourLanguage
#outsourcing #ContentModeration #BPO
#KPO #BackOfficeOutsourcing
Open Access BPO 3 days ago
Outsourcing call centers can significantly boost efficiency and cut costs for global brands. However, it’s crucial to be aware of potential pitfalls.

Don’t let outsourcing disasters derail your business.
Read our list of red flags to avoid and ensure a smooth transition: https://buff.ly/3NT6OxK

----------
Partner with a truly capable call center to prevent outsourcing nightmares.
Open Access BPO has been the trusted outsourcing service provider of some of the biggest global brands for decades.

We've got your back. Contact us today: https://buff.ly/3NTy4MH

#WeSpeakYourLanguage
#CustomerService #CustomerExperience