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.

Send the Letter. Build the Relationship. Close the Sale.

Handwritten Letters in Sales, Close the sale, sales closing techniques, sales tips,

SEND THE LETTER:

If you could just get yourself a meeting, you know you could close the sale. You believe in what you are selling, and you’re good at your job. The real obstacle lies in getting yourself an introduction and piquing interest in your product or service.

Driving from location to location, traveling state to state, or flying around the world to meet with leads isn’t always feasible or the best use of your time. This is especially true since some of the leads may be unqualified. You have to find a way to connect with a large number of prospects, but there’s only one of you!

Emailing is easy, but it can too easily be deleted. One mouse click and your carefully crafted sales email will never even be seen.

Phone calls are another option and if you’re lucky, you might even get to speak with the prospect you are targeting, the person with the power to purchase.  But, you might never make it past an assistant. Or, you might be taken straight to voicemail only to leave a message that may or may not get listened to.

Sending letters, handwritten and personal, allows you the opportunity to introduce yourself, introduce your product or service and provide a call to action!

Another benefit to handwritten letters is that they GET OPENED! Personal research conducted by T Johnson Marketing showed by switching from digitally printed envelopes to handwritten envelopes, and by using first class postage instead of a meter mark,  the response rate for life insurance leads more than tripled!

 

Get your letter opened and you’ll be introducing yourself and your product to multiple prospects in many locations!

BUILD THE RELATIONSHIP:

Once the letter is opened, it builds a necessary personal relationship with the prospect. In the article, How to Make a Personal Connection with Customers: Seven ways to build relationships with prospects that lead to more sales, journalist Lambeth Hochwald writes the following:

“It isn’t always enough to create and promote an outstanding product or service. Often, your sales approach matters just as much as what you’re selling. The most successful entrepreneurs create a connection with the customer by bringing their own personal touch to the sales process.”

She quotes sales trainer Adrian Miller who supports the need to build a relationship:

“People buy from people that they like and can relate to… when business owners overlook the importance of that personal connection, they run the risk of losing the prospect to someone else.”

Don’t run that risk! Your prospect will appreciate the effort and time it took to sit down, pick up a pen, write a personal message, stamp the envelope and drop the letter in the mail.

Handwritten letters make personal connections with hundreds, even thousands, of prospects at the same time.  And, each potential customer feels individually appreciated and personally acknowledged. 

Handwritten letters also have permanence, which is a benefit to you.  Maybe he’ll come across the letter on his desk a few days later, or he’ll walk it to a partner’s office and show her what you’ve written. You’ll be continuing to build the personal relationship and reinforcing your sales pitch, all with one personal letter!

Note: Sending a followup letter a couple of weeks later is a good idea if you haven’t heard a response from the first letter. Knowing you care enough to write him again just might be the push a prospect needs to contact you.

 

CLOSE THE SALE:

The letter was sent, the letter was read, and hopefully the letter was persuasive and personal enough to spark the prospect’s interest. Some sales letters lead straight to a purchase, but many lead to a personal meeting. Whether face to face, via a conference call or even with personal email communication, you now have a chance to continue building your customer relationship with your winning personality and charm.

You’ve already connected and done the introductions, so you can focus on listening to the prospect’s needs and helping him succeed with your product or service.

 

SEND HANDWRITTEN LETTERS:

Next time you want to get in touch with prospects and you aren’t able to introduce yourself in person, skip the impersonal email and the pesky phone calls. Send handwritten letters to contact multiple leads, build the relationship and increase response rates to boost sales.

 


Note: Once a relationship has been built, don’t forget to maintain it. Handwritten letters are a key tool for generating customer connections, and they can also help you maintain them.

For tips on writing effective sales letters, check out the links below:

7 Tips for Writing Dynamic Sales Letters

How to Write an Effective Handwritten Letter

 

Top 5 Products To Convert More Leads

ProfilesIO, sales leads,In his TED Talk, Ernesto Sirolli narrates a story about how his nonprofit went to Zambia to solve the great Zambian agricultural problem. It seemed like Zambia couldn’t grow any produce on their land.

Ernesto and his team flung every resource they had, even recruiting and paying locals to grow fat, plump tomatoes that rivaled the Italian crops. They proved it could be done and they couldn’t have been prouder!

That is, until a huge herd of fat hippos helped themselves to the Zambians plump tomato harvest. The Zambians, knowing that the Hippos have always and will always eat the tomatoes or any other tasty crop, looked surprised when Ernesto asked why they never mentioned the Hippo problem. They replied, “You never asked why (they weren’t growing crops).”

We have all experienced times like these when were so focused on making the numbers, reaching the quota and solving our interpretation of a prospect’s problem, that we forgot to find out what the prospect’s problem really is. The only way you would know is if you were really listening before talking. In other words, if you have researched your prospects well.

With that in mind, here are 5 powerful tools that will help you research, qualify and convert your sales leads quickly.

Who is your prospect? — Profiles.io

email-jousha-baer

Before you call your sales leads, you usually take the time to look them up on linkedin, twitter and whatever other social sites you can think of. You do as much research as possible to find out more about the lead.

You know if you call quicker, your chances of qualifying the lead becomes enormously large but you also need to spend time researching your prospects.

So, MailLift decided to find a solution to this catch 22 and created ProfilesIO. It cuts out all the time you waste researching your prospects by giving all this information by email, text and hipchat.

Within 60 seconds of a sign up on your site, you will see your prospect’s:

  1. Social profile score
  2. Topics of Influence
  3. Professional connections.
  4. All their social profiles and much more.

You can then email your customers by selecting the templates from inside your email notification right away. If you don’t call leads within 5 minutes, the odds of qualifying a lead drops 21 times after 30 minutes. So having all this information handy, makes it easy to qualify leads quickly and more accurately.

What is your prospect interested in?— ToutApp, Signals and Yesware

We all want to know if our prospects engage with our emails and the sales documents we send. We want as much information about the lead as possible throughout the sales cycle. ToutApp is a great tool for lead intelligence. Once you email to your leads, you can use ToutApp to tell you when your prospects opens the email, what links and documents they clicked on and when they are on your site all in real time.

As Mark Roberge, Chief Revenue Officer of the HubSpot Inbound Sales Division said in his blog about lead intelligence, and ToutApp makes it very easy to gather all the relevant information.

“It’s important to know what content they engaged with on your site, what pages on the site they view, and if they checked out content and pricing information.”

If you just want a simple tool with few bells and whistles, you can use Yesware or Signals for tracking and email clicks for free. Both are really good based on your needs. Yesware allows you to set reminders, schedule emails. They also have plans that let’s you track your team’s email metrics and measure their performance. On the other hand, Signals can notify you when your prospects clicks on your links and visits your website in real time (just like ToutApp) for a very small fee.

Read more about ToutApp vs Yesware and how to use Signals for prospecting, account management and, managing your pipeline and vendors.

Where has your prospect been? — HubSpot’s Prospect Tracking Tool

ProfilesIO, HubSpot, convert leads to sales,

This is a very powerful part of HubSpot’s offering. It helps you find out which companies have been visiting your site, how many times and what pages have they looked at to let you gauge their interest. The magical thing about this is it works even if they are just visitors and haven’t filled out any forms on your website. It will also let you see how many people from each company have visited your site and the campaigns they responded to. Once they fill out a form or a sign up, you will then be able to see the prospect’s names from the companies too.

If a visitor uses your site’s search, you will get all keywords they used to find information. Very cool and important information given missing keyword data from google analytics tools. Besides this gives you keywords and phrases used specifically by the users in the industry you are targeting. You can the tie this information to your buying cycle to create the right messaging for the right prospects. Learn what more can HubSpot’s prospect tracking tool can do for you.

What is your prospect doing right now? — Customer.io

If you wish you could send your website visitors email campaigns in real time, then CustomerIO is for you. This may not be a tool for prospecting inbound leads like ProfilesIO but it is very useful if you want to use email and drip marketing to convert visitors or upsell to your current customers. They allow you to automatically send email campaigns to visitors based on actions they take or don’t take on your site — all in real time. You can then easily track conversions from these emails on your website. Of course this means you can track opens/clicks and also get a full picture of your consumer activity on your site. Get Customer.io for free.

How much have you talked to your prospects? — Close.io

crm, closeio, profilesio,
User Adoption is Key By Oliver Widder

This is a CRM with a twist. It does lot of the data entry for you saving a lot of time and keeping your records updated. Close.io automatically tracks your offline and email activities with your prospects. You can see a timeline associated with each lead, shows any calls you or a member of your team made, calls received, voice calls and you can also make a call from within the app using VOIP. This way you don’t waste time or put off logging important information in your CRM.

As is the case with most sales calls, your prospects tell you about symptoms rather than their problems. These tools will give you the power to walk into any sales call and ask questions to diagnose the real problem — all in real time. Response time and matching your product to their problem are two keys to converting more leads.

These are the tools we like here at MailLift. If you liked this post, you might like: 6 Unique Use Cases & Templates for Direct Mail.