Why an online consultant does not bring money, but only spoils my site

    Many of us know what an online consultant is for a site. Dissatisfied with the work of such systems is darkness. Let's talk about why they do not work well for us and what we can do about it.

    They do not work, because (one item or a combination from this list):
    1. We do not know how to use them and, accordingly, we use them incorrectly.
    2. We do not know how to talk and, accordingly, do it terribly.
    3. We are not disciplined and, accordingly, see paragraph 2
    4. We would be happy to use and talk correctly, but this damn hack only pretends that it works and that it has the functions we need.
    With point 4, I am afraid we can’t do anything except go and find something human. And perhaps we are pondering over the others.

    What is an online counseling system? - This is a chat with site visitors in real time. This is a sales tool. And, most importantly, this is part of your site. This is what distinguishes such a thing from Skype, ICQ, ....

    Just a moment! My site is not an online store. What are the sales through it? “But you have a real business, and for some reason he needed a website.” Try to convince me that not to increase sales.

    I make a reservation, there are sites that use such systems to support existing customers. This article is not for them and not about them. Well, perhaps, make sure that the online consultant is really in your case only capable of support.

    As part of the site, the chat window should:
    1. Ideal to fit into your site in style, design.
    2. To be directly on the site and not cause their behavioral features of alertness or even disgust.
    3. Do not disturb visitors.
    If at least one of these points is not fulfilled, refrain from evaluating the effectiveness of this tool.

    As a chat window, it should:
    1. Be instant. Those. Do not load in a minute and do not send messages with a delay of 15 seconds.
    2. Be functional. Those. it should have the necessary chat features that are at hand and without too much.
    3. It should have readable text messages with a clear, clear separation of messages from the consultant and from the visitor.
    4. It should look like plus or minus as a familiar chat window, and not like a flying saucer, or a banner of a gaming site.
    Again, if something doesn't work, efficiency is not about chatting on your site.

    As a sales tool (it started here!):
    1. To speak on business and not to write and not to ask any nonsense.
    2. Answer questions quickly (for those who do not understand what “fast” is, I will explain it very quickly)
    3. Be active, but ... (see point 1)
    4. Make a profit, not be a fun toy for managers.
    There are many points and it is difficult to imagine how to unite them all together. We will analyze the most common mistakes.

    Organization logo in the chat window ( “Part of the site.1”, “Chat window.2 and .4” )
    The first thing everyone is trying to do is to stick their logo in the chat window. This is a tribute to the times when OK systems used pop-up windows (many still use it, but I still write about modern systems. "Part of the site.2 and .3"). All inserted a logo to indicate that the window belongs to the site. Do not do this anymore! All. The chat window is now embedded in the site itself. Only you know that it was provided by a third-party organization (Unless, of course, the good service provider has put a link to itself there). The client is not up to date. Give him a convenient window. There are cases when the logo is harmoniously located in the window and does not interfere, but there are a minimum of such.

    The design of the chat window ("Part of the site.1")
    This is the weak point of most OK systems. There is a set of presets. I chose the look from the proposed list and work in it. The list, of course, is less than the number of sites on the Internet ah. If the system allows you to rotate the window into the tail and the mane, as well as upload your HTML HTML window, then everyone feels "well, just a designer." Mark this urge, if only you are not confident in your abilities by all 120%. This stage is one of the most important in the entire history of your relationship with OK. If the design of your site is the result of the creativity of your webmaster, entrust it to him by drawing his attention to the “Chat Window .2, .3 and .4”. If the site was made by a third-party studio, talk to them. Surely it will not be expensive. If those who made your site no longer exist - try contacting any other studio that you liked. At the exit, get an exclusive chat window that will belong to your site. Take the time. Very important!

    “Manual” activity of operators (“Sales Instrument 4”)
    You are connected to a system where there is an active call of visitors, but do not configure automation. Either there is no time, or laziness, or it seems to be more expensive with automation, but we are saving. If your manager did not stare at the list of visitors all day and frantically does not write them questions first, then you do not seem to need an online consultant. If he does all this, then either he works for you for food, or you absolutely do not value his time and his money. What to do? - Automation! The normal state of affairs is when your manager sits and goes about his business, and the system at that time “frantically writes ...”. As soon as someone pecked at the message of the machine (which, by the way, writes on behalf of the manager), the manager receives a signal that there is a chat and only then he joins the chat. What exactly the automaton writes is in the following examples. Why then manually call visitors you ask. A very "why." It is needed in order to adjust the automation from time to time, if you suddenly saw an interesting visitor for which the machine did not work.

    "Hello. Can I help you with something? ”(“ Sales tool. 1, .3, .4 ”)
    99% of those who connect to the system with the ability to filter visitors and send them a personalized message depending on the page, referral source, search query, etc., postpone the construction of these very filtering scripts for later and send something like “Hello . Can I help you with something? ” There is nothing more permanent than temporary. If you do not do it right away, you will never do it. Filtering scripts need to be supplemented all the time, but you need to start right away.

    Yes, "Hello. Can I help you with something? ”Is better than nothing. But you can’t imagine how much you are losing, confining yourself to this phrase.

    I'm sitting on the site. The site sells matches and nuclear reactors. I searched google for a reactor and came here. I'm sitting, choosing. And then to me "Hello ...". I am busy with reactors, why should I think for you, how can you help me? You can help. You can’t - fuck off and do not bother. In the case, please. As one of my clients said, it is impolite not to answer a specific question. I am aware of the search issue. Why not ask: "What do you want, a nuclear reactor, or what?" Not! Because it's nonsense. I was looking for a reactor and I was staring at it. Better “How can I help?”

    Ask like this: “Are you interested in two or three circuits?” - A specific question that breathes the desire to help the visitor. If he has even the slightest desire to buy, he will answer this question. If he went to warm up - let him stomp, do not miss him.

    IMPORTANT: Always have the following questions ready for both two circuits and three! (“Sales tool. 2”). Remember that if a visitor wrote 1 message to the chat, this is not a chat yet. Chat only when 2 messages have arrived from the visitor. Then he is already at your disposal. Therefore, the withdrawal of the visitor to write the first two messages should occur as soon as possible. So look for a “spy indicator” to respond instantly.

    And so - for each interesting request, for each identifiable advertising campaign (and most of them are on the Internet), for each useful visitor.

    The form for choosing the department to contact and the form for preliminary indication of the name, email, God forbid, the phone.
    A visitor to a site is a delicate matter. It is difficult for him to cross the threshold and start a chat with you. You kind of hung a chat window, and you yourself build a wall in front of the visitor. Each similar form is an obstacle on the visitor’s road to the chat with you (“Chat window 1”). I am deeply convinced that both of these functions are needed, but only to those who have live chat - a support tool. Special attention should be paid to the forms of department selection, in which the department is the only one. Here, I think, comments are superfluous. Have a secretary attend all chats. Let him distribute into departments himself, AFTER the chat starts. Let your manager ask during the chat what the visitor’s name is and how to contact him. This is not difficult!

    If the article seems interesting to the community, I will try to gather my strength and consider more situations that impede the effective use of OK.

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