How, when and what to talk with a visitor to your site to increase conversions?

Communication with a client is one of the most important components of the success of any company. But when and with what to contact the client? How not to lose a customer or return him back? And how not to become an obsessive spammer, but to be good support?

You can communicate with site visitors in 20,000 ways: pop-ups, chats, emails, calls from the site, SMS ... Explodes the brain from the number of options. But when and how best to use them, so as not to scare away the client, and be at the right time in the right place.

In this article we will try to answer what messages should be sent to clients, when and how? 

Greet your new customers

The first impression is crucial. It is important to create a pleasant attitude towards your product. This will directly affect the reading of subsequent posts. To create this first impression, your new customers should insert the following points in a message to them:

• greet them
• introduce you and your company,
• ask about how familiarity with your site went,
• offer to take the next interesting step on your site, thereby giving them a reason to return.

Choose a method of communication:



Configure when and to which clients you want to show this message:



Write a text that suits the situation, and do not forget to tell what to do next. And run it.

Support your new customers

Do not think that people who have subscribed to your service have become your regular customers. Most likely, they just try. Therefore, it is extremely important to check how your customers are doing a few days after they register on your site. A good letter with a suggestion of help and tips will show your customers that you are always here and ready to help them. Here are some good ideas for such emails:

• Send them a handwritten personal letter. Such letters seem more personal and not stereotyped.
• Ask how your product helps them and if they have any questions about its use. By asking questions, you show that you are interested in hearing answers;
• Offer help with setup or consultation in skype;
• Give them a discount;
• Specify the path to the documentation for your product.

Make sure that users are interested in your product.

It’s in your hands how to educate new users on the functions and principles of your product. Send messages to users based on what they use, what features they are interested in. Find out what mechanisms they do not use and why. Help them see the benefits in them and how they can use them. Messages with the following topics are suitable for this:

• What function can still be used on your site;
• What benefits for business can be obtained when applying it;
• What you need to do to start using it (here you need to put a link to this function to go)

There may be many such letters. It is important that they are related to what the user is doing on your site, and not look like random mailings throughout your user base.

Increase incentive messages

A new user is always ready to refuse your service, so you should prompt him to purchase your product as soon as possible. Offer him an incentive as soon as he approaches the moment the decision is made. For example, if the free use period ends after 3 days, offer a 25% discount when paying for several months. If the user has almost reached the limit provided at the current tariff, then offer him a discount on the increase to a higher tariff.

Communicate directly with your most profitable customers

Not all users bring you the same profit. Some users will pay zero rubles this month, while others will be willing to give you significant amounts. It is necessary to distinguish between customers that are beneficial to you and communicate with them directly. In addition, customers are willing to pay, ready to answer questions and give answers that will help in the development of your service.
You can give a point to all events on the site and compare your visitors with points earned. This will help you to see interested visitors before they even go to the payment page.
Or you can attach the message to the user to the event "purchase of an expensive tariff" + "viewing page help". In a situation where your client who has given you the money needs help, he will receive a message in which you will remind yourself and offer him help in setting up.

Anticipate your customers' questions

Well, if you can quickly respond to questions from your customers. Even better, if you can anticipate a customer’s question before they ask him, and give them an answer. You can seriously reduce the time to support your customers if you act proactively. Study the behavior of your users (this way you can see the difficult places in your service that require prompts) and help them when it is most needed.

Check regularly how your customers are doing.

You should be like a waiter in a good restaurant. Approach your client with a question and not miss the moment when he wants to order another or ask a question that interests him.
Such messages need to be sent to customers who:

• just connected to your service (to find out they understood its benefits and are they ready to use it further),
• passed the trial period and started using your service (from them you can find out what disadvantages they found in your product and what benefits you started to receive),
• have been using your service for a long time, your loyal customers (from them you can find out which way you should move in the development of your product)

As a result, when you turn to a visitor to your site on time, you do not send spam, but give the help your client needs. The difference is huge, and the border is very thin.

In the carrot quest service, all these communication tools are implemented and you can try them. But they work best on the basis of web analytics, when you know where the site visitor goes, what he clicked, what he was interested in and what events he performed on your site in general. About a bunch of web analytics and communication with site visitors, we will write a separate article.

And about event web analytics, the construction of funnels, we wrote in a previous article.