The Sales Hacker’s Guide to LiveChat

LiveChat isn’t for every page but is definitely for every business. I wrote the Sales Hacker’s Guide to LiveChat because most LiveChat guides (and other generic live chat guides) are support focused and I needed a guide on how to use live chat to increase sales. Collected below are 9 sales hacks you won’t find setup in your standard LiveChat account. Minimal code required.

1. Hide “Powered by LiveChat”

We know adding the “Powered by” is a SaaS growth hack, but does leaving the tag add any value to your users? With LiveChat, you may remove their branding with two lines of CSS. Go into your settings theme section and add the following code to your CSS:

#powered {display:none;}
@livechat-mobile {#powered {display:none;}}

LiveChatInc Custom CSS

2. Enable Facebook Login

Why Facebook login isn’t turned on by default, I don’t know. Facebook Login makes chat more accessible and user friendly. To enable Facebook login for LiveChat go to your pre-chat settings, make sure the pre-chat survey is enabled, and select the Facebook icon on the right.

LiveChat Facebook Login

3. Remind Agents to Tag Chats

Sales and customer support agents will only do what they are guided to do. Make tagging chats easy and your team will begin tagging so you can run your reports later. Enable the option to remind agents to tag chats under the tab settings. This will add a short message reminding agents to tag chats after each finished conversation. Once enabled, you’ll find tagging becomes part of the workflow overnight.

LiveChat Tags for Support Sales

4. Add FullContact for Sales Insight

Knowing demographics and social attributes around new leads help you service and close leads. What I use most is the LinkedIn information when FullContact finds the link. To integrate FullContact into LiveChat, go to the FullContact integration page and click Install App. Once you install, go to the FullContact page for developers and copy your API key. Free accounts get 500 lookups per month. Enter your API key here and you are set.

FullContact in LiveChat

5. Show Account Details

Adding a logged-in user’s account details is easy with some Javascript. In the example below, I pass the users name, phone number, and subscription to the agent’s chat view. You can add items like knowing if the credit card is active, seeing the date the users signed up, or linking to their contact record in Salesforce or any CRM by adding a new line to the following script.

var LC_API = LC_API || {};
LC_API.on_after_load = function(){
var custom_variables = [
{ name: 'Name', value: firstName lastName},
{ name: 'Phone #', value: phoneNumber},
{ name: 'Subscription', value: subscription}
];
LC_API.set_custom_variables(custom_variables);};

6. Track Success with Goals

This one straight to the point. Go to the Goals section and click on Manage to setup goals. Goals are available in the Reports tab under Chats. Click on Add a goal and configure your goal. Goal examples include updated billing information, added new subscription, downloaded case study, or clicking the ‘Buy’ button.

7. Use Friendly Chat Colors

Even more straight to the point than tracking success with goals is using friendly chat colors. While I lack the hard science to back up using the same color as iMessage (#1E93E7), I think this blue is much more inviting than LiveChat’s standard color.

live chat colors

8. Hide Chat by Default

This guide is about setting your sales team up for success. I’m not going to dive into this, but if you are using chat for both sales and support check out URL roles for agent routing.  If you are not using chat for support and following this guide to use live chat for increasing sales, turn off chat by default and only use LiveChat when you have agents online and available.

If you have a 5% or higher conversion rate on capturing leads, be extra cautious with live chats. Using chat to close more sales requires you to be careful not to hurt your existing inbound efforts. Examine your metrics and only show LiveChat after a visitor would likely signup. Don’t add unnecessary distractions.

If your conversion rate is 2% or less, forget about being cautious, sign up for LiveChat right now and start having proactive conversations with your visitors. Maybe you’ll learn why your conversion rate is low.

To hide LiveChat’s chat box, go into your settings theme section and add the following code to your CSS:

#livechat-compact-container {display: none !important;}

9. Using Greetings

According to one report, visitors invited to chat are 6.3x more likely to convert into customers than the ones who don’t chat; 61% of those customers convert within the first chat. Here are a few walkthroughs of MailLift’s greetings (which you’ve likely encountered by now).

We set the greeting “Any questions? Here to help 🙂 to appear to first-time visitors who visited 3 or more pages over the last 40 seconds, but haven’t visited our dashboard (so users that haven’t registered with MailLift) and users not currently on our blog.

Live Chat Greetings Template

Another greeting appears on our pricing page after 15 seconds and is our highest instigator of new chats and new sales. In the first day of using LiveChat, this is the greeting that helped our sales team close a sale that paid for a year of LiveChat.
Pricing template livechat

The next example shows how we used LiveChat to fix a hole in our funnel – international sales.  With 20% of our traffic being international and overseas, most international visitors assume MailLift doesn’t ship internationally which is 100% incorrect. We are handwriting letters and postmarking the letters for customers around the world from Canada to England, Australia, Hong Kong… the list keeps going.

How does live chat fix our international perception? LiveChat Greetings.England Postmark Perfect

If you run Adwords, try using ‘current page address containing the string‘ with your url parameters (in our case ‘Salesforce-Integrationpromo‘) to trigger a custom message.

You can add more greeting triggers based on:

  • first-time visitors
  • returning visitors
  • a visitor searching for a specific keyword
  • the visitors spending a X amount of time on your site
  • a visitor clicked a referring link to your website from another website
  • a visitor from specific countries, states or cities visits your website
  • somebody visitors a specific page or pages on your website (you can also pick the order of pages visited)
  • when certain conditions specified in your website code are met (such as a user downgrading a subscription)

10. Two Time Saving Shortcuts

Here is a tip from LiveChatInc’s own Jacob Firuta:

“Let’s say you are using the web app and you’ve just received a new chat. Instead of moving your hand to your mouse for the umpteenth time, switch to the chat by pressing Ctrl + Alt + ]. After you respond, get back to the previous chat using Ctrl + Alt + [. It’s that simple.”

Keep in mind for Mac users the shortcuts are a bit different. Switch the chat by pressing CMD + Option + Arrow Keys.

https://www.livechatinc.com/blog/livechat-shortcuts/
Photo by https://www.livechatinc.com/blog/livechat-shortcuts/

My personal favorite LiveChat shortcut is ‘search’: CMD + / on Mac or CTRL + / on Windows.

Why? Because CMD + / is instant access to all past archives and customer conversations which I find very helpful for pulling up hard to find information.

11. Using Tags for Marketing Automation

Follow MailLift to see our upcoming tip this Friday on using LiveChat Tags, Zapier, and AutopilotHQ to create custom followup campaigns for prospects from LiveChat (March 4th 2016)!

Next Steps

Miranda Hobbs
Miranda Hobbs

Set clear goals and objectives for your sales live chat and make the greetings helpful for your ideal customer.

Before using LiveChat I tried Olark, Intercom, and Zopim. I recommend you trial LiveChat for 30 days if you are not already using a chat client.

If you have any suggestions to make this post more valuable or questions, reach out anytime on LinkedIn or at MailLift.com.


If you liked this post, you might like: 3 Reasons Handwritten Letters Win Sales.

Author: Brian Curliss

Brian Curliss is the CEO of MailLift and a leader in B2B SaaS marketing and sales tools.