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Live chat has been around for more than a decade, but only recently have companies discovered its profound effect on website conversion rates.

A recent e Marketer paper cited live chat as being directly related to 38% of online purchases.

Customers may refuse the offer to engage in live chat, but this is not bad.

In fact, just raising the offer to chat is sufficient to convey a sense of goodwill.

Consider allowing customers to browse on your site for a time before raising the offer to chat.

Your chat agents should be considered an in-house sales and support department, and as such, they should understand all product lines within your organization.

This qualifies them to provide a more thorough perspective when dealing with customers – either as salespeople or as support personnel.

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