Lend a helping hand using a proactive stance
There are many online stores, which do have live chat icon on their website, but it is in passive form. That is, customers have to come to the operators in the time of need. While this practice does have an advantage of not being pushy, it has many disadvantages as well. For instance, most customers are unsure about your services and tend to ignore the chat option on the website. When you adopt a proactive stance, you voluntarily step towards customers with a helping hand. This gives a better chance to the customer to avail chat option.
Keep them engaged
Once you get the customers to have conversation with you, you should try to keep them engaged. Because if you keep them interested only then can you market you products and make them aware about the deals, packages and bonuses you are offering. It is important that you keep you customers interested and not bore them. How you talk with the customer, the kind of phrases you choose, or the kind of deals you put forth, all these factors combine to keep the customers engaged.
Surprise the customers
Live chat software enable operators to track the customers. Not only does it tell the operators about the exact location of the customer, it also tells them about the movement of the customer on the entire website. The information you gather assists you in developing a cordial and personalized relation with the customers. The best way to keep customers engaged is to tell them that you know about their needs but in a way that they do not get scared and start thinking that you are stalking them.
Before you add live chat to your website, it is very essential to ensure that your operators are well versed and can use live chat support effectively.