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 6 days ago
The holiday season is a double-edged sword for businesses. On one hand, it’s a golden opportunity to boost sales. On the other, it’s a daunting challenge to maintain exceptional #CustomerService amid the surge in inquiries and heightened expectations.

But fear not, brands, big or small! We know how to elevate your customer service game this holiday season: https://buff.ly/3OreCax

----------
You don't have to face the holiday rush alone.
Partner with a trusted #CustomerSupport call center that's powered the success of industry giants: https://buff.ly/40NMcP9

#WeSpeakYourLanguage
#CustomerSupport #CX #CSat
#CustomerSatisfaction #CustomerExperience
Open Access BPO 6 days ago
𝗗𝗮𝘃𝗮𝗼 is one of today's leading #BPO destinations, contributing to the #𝐏𝐡𝐢𝐥𝐢𝐩𝐩𝐢𝐧𝐞𝐬' distinction as a premier player in the global #outsourcing scene. The city's economic strength proves its capacity to host rich #offshoring investments.

Its provincial rates, coupled with a population of highly skilled professionals make #Davao an ideal budget-friendly option for English language #BackOffice solutions.

Fuel your 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐠𝐫𝐨𝐰𝐭𝐡 with 𝐜𝐨𝐬𝐭-𝐞𝐟𝐟𝐞𝐜𝐭𝐢𝐯𝐞 𝐛𝐚𝐜𝐤 𝐨𝐟𝐟𝐢𝐜𝐞 𝐬𝐮𝐩𝐩𝐨𝐫𝐭 delivered from 𝐎𝐩𝐞𝐧 𝐀𝐜𝐜𝐞𝐬𝐬 𝐁𝐏𝐎 𝐃𝐚𝐯𝐚𝐨: https://buff.ly/3AMLpDq

----------
𝐄𝐱𝐩𝐥𝐨𝐫𝐞 𝐎𝐩𝐞𝐧 𝐀𝐜𝐜𝐞𝐬𝐬 𝐁𝐏𝐎
• Our Solutions: https://buff.ly/3YMscKj
• Our Other Locations: https://buff.ly/4evCh41

#WeSpeakYourLanguage
Open Access BPO 6 days ago
𝗘𝗰𝗼𝗺𝗺𝗲𝗿𝗰𝗲 𝗯𝗿𝗮𝗻𝗱𝘀 𝗹𝗼𝘀𝗲 𝗮 𝘀𝘁𝗮𝗴𝗴𝗲𝗿𝗶𝗻𝗴 $𝟰𝟴 𝗯𝗶𝗹𝗹𝗶𝗼𝗻 𝘁𝗼 𝗳𝗿𝗮𝘂𝗱 𝗲𝘃𝗲𝗿𝘆 𝘆𝗲𝗮𝗿.
And this loss is expected to grow annually unless online retailers make a significant move to strengthen their #DataSecurity strategies.

𝗛𝗼𝘄 𝗰𝗮𝗻 𝘆𝗼𝘂 𝗽𝗿𝗼𝘁𝗲𝗰𝘁 𝘆𝗼𝘂𝗿 𝗯𝗿𝗮𝗻𝗱 𝗳𝗿𝗼𝗺 𝘁𝗵𝗶𝘀 𝘁𝗵𝗿𝗲𝗮𝘁?

𝗦𝘁𝗮𝗿𝘁 𝗯𝘆 𝗶𝗱𝗲𝗻𝘁𝗶𝗳𝘆𝗶𝗻𝗴 𝘁𝗵𝗲 𝗸𝗶𝗻𝗱𝘀 𝗼𝗳 𝗳𝗿𝗮𝘂𝗱 𝘁𝗵𝗮𝘁 𝘁𝗵𝗿𝗲𝗮𝘁𝗲𝗻 𝗼𝗻𝗹𝗶𝗻𝗲 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀𝗲𝘀 𝗹𝗶𝗸𝗲 𝘆𝗼𝘂𝗿𝘀:
https://buff.ly/4hOEN8y

---------
For secure #outsourcing services trusted by global brands, elevate your business.
Contact us today: https://buff.ly/4fKNQpa

#WeSpeakYourLanguage
#InformationSecurity #InfoSec
#InternationalFraudAwarenessWeek
#FraudDetection #FraudAwarenessWeek
Open Access BPO 8 days ago
𝗘𝗰𝗼𝗺𝗺𝗲𝗿𝗰𝗲 𝗯𝗿𝗮𝗻𝗱𝘀 𝗮𝗿𝗲 𝗰𝗼𝗻𝘀𝘁𝗮𝗻𝘁𝗹𝘆 𝗼𝗻 𝗴𝘂𝗮𝗿𝗱 𝗮𝗴𝗮𝗶𝗻𝘀𝘁 𝗳𝗿𝗮𝘂𝗱𝘀𝘁𝗲𝗿𝘀. 𝗪𝗶𝘁𝗵 𝘁𝗵𝗲 𝘀𝗮𝗳𝗲𝘁𝘆 𝗼𝗳 𝘁𝗵𝗲𝗶𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗵𝗮𝗻𝗴𝗶𝗻𝗴 𝗶𝗻 𝘁𝗵𝗲 𝗯𝗮𝗹𝗮𝗻𝗰𝗲, 𝘁𝗵𝗲𝘆 𝘀𝗵𝗼𝘂𝗹𝗱 𝗯𝗲!

While internal security measures are crucial, there's strength in numbers.
Luckily, you don't have to face them alone.

#CallCenter outsourcing can be your secret weapon in the fight against these criminals.

Here's how #CallCenter outsourcing can be your reinforcement against these criminals: https://buff.ly/3Z0GZCa

----------
Partner with an #outsourcing partner that keeps #InfoSec a top priority alongside great #CustomerExperience: https://buff.ly/3YYV970

#WeSpeakYourLanguage
#InformationSecurity #InfoSec
#InternationalFraudAwarenessWeek
#FraudDetection #FraudAwarenessWeek
Open Access BPO 9 days ago
It's crucial to meet your customers' expectations, but sometimes unforeseen circumstances can get in the way.

Here's a quick guide on how to handle those challenging moments and come out stronger with our #CustomerSupport strategy: https://buff.ly/3O7gYLa

----------
Let's turn mishaps into opportunities: https://buff.ly/3O26Bsc

#WeSpeakYourLanguage
#CustomerExperience #CX #CSat
Open Access BPO 9 days ago
A positive word-of-mouth isn't the only benefit that #CustomerService has with your marketing.

It's a bit more complex than that, to be honest, but our blog can guide you through it all: https://buff.ly/3YZom1B

----------
Entrust your #outsourcing needs to a company that not only upholds your brand's message but propels you towards success.

Discover how we align with your vision: https://buff.ly/3UKZHLC

#WeSpeakYourLanguage