What Results can you Get from the Live Chat Service?

John Leishman of Tursa Group explains how to analyze Live Chat results, including how much more you could generate in revenue by using this service.

*** All video blogging and editing Services performed by Tursa Group
http://www.TursaGroup.com/Videoblogging and all Email Marketing done by Tursa Group at http://www.TursaGroup.com/email_marketing ***

Learning More about Tursa Group’s Live Chat Service

In this video, John Leishman, CEO of Tursa Group provides information about their Live Chat service, focusing on who answers and operates Live Chat explaining how hiring expatriates helped eliminate any cultural issues.

*** All video blogging and editing Services performed by Tursa Group
http://www.TursaGroup.com/Videoblogging and all Email Marketing done by Tursa Group at http://www.TursaGroup.com/email_marketing ***

Why Hiring Virtual Assistants and Remote Agents From Tursa Group Ensures Success For Your Business

Are you a small business owner who’s working in your business instead of on your business? If so, we have a solution for you. My name is John Leishman. I’ve been employed or have worked with virtual assistants and remote agents for 8 years. We have successfully deployed virtual assistants into a variety of organizations across Canada and the US.

And the secret to our success is that the quality of remote agents and virtual assistant staff that we have and also the cost. So, most of our virtual assistants are actually located in Mexico, Central America, and South America. So, where the cost of living is lower, we can actually pass those cost savings unto you.

50% of all jobs in an organization can be done remotely. So let us help you take care of your back office and business process outsourcing functions in your organizations that you and your key staff can work on growing your business whether through increasing sales of new clients or selling additional services to your existing client base.

Please fill out the email form on our web page here or call us and we’ll be happy to have a free consultation with you to see how we can actually help you out. I guarantee that it’ll be the best 5 minutes you’ll spend. We have a great proven methodology. We have a lot of experience in this area. And we can help you grow your business.

Tursa Group is a Business Process Outsourcing company for small and medium sized business throughout Canada and USA providing BPO services by assigning remote agents as it relates to social media, bookkeeping for organizations, financial reporting, IT support and helpdesk support – a whole variety of different services that small and medium sized businesses need.

How Live Chat Can Give You The Best Return Of Investment

Do you have Live Chat on your website? Are you spending a lot of time and effort to make sure your website comes up high on the Google search engine rankings? Or do you have Google keyword ads that your paying for to direct traffic to your website?

If you don’t have proactive chat on your website, then you’re simply not getting the best return of investment for the time and effort you’re spending for your website or for the way which you’re directing visitors to your website.

In my company, one of my brands, we’re actually getting 7-9 quality engagements per day in Live Chat and out of those, we’re closing 3 sales per day everyday of the week. So industry statistics show that you can actually generate 10 times more revenue from your website by actually having Live Chat.

So please fill out this email form on our page. Or call us and we’ll be sure to give you a little bit more information about how does this service works and how we can help leverage the number of visitors you get from your website and turn them into qualified leads. Thank you.

What Services Does Tursa Group Offer?

John Leishman, CEO and owner of Tursa Group provides insight on the types of services they offer to organizations.

What services does Tursa Group offer?

We offer a whole variety of business process outsourcing services. We have over 1000 resumes in our database currently for a wide range of skills so it could be general administrative type person. It could be a marketing person, a public relations person, sales person, engineer, bookkeeper, CPA, CAA, programmer. There’s a whole variety of different skills that are in our database and as I’ve mentioned in the previous video, if you look within your own organization, 50% of the staff or 50% of the jobs can be done via telecommuting. So, there’s quite a wide spectrum of jobs and skills that we can bring into an organization.

Tursa Group is a Business Process Outsourcing company for small and medium sized business throughout Canada and USA providing BPO services by assigning remote agents as it relates to social media, bookkeeping for organizations, financial reporting, IT support and helpdesk support – a whole variety of different services that small and medium sized businesses need.

Live Chat | Increase Sales and Customer Satisfaction with Live Chat

A customer wants to place an order at 1:00 a.m. but needs personal assistance.

Your client is browsing your website and has a question about your product.

“Wow” your web visitors by responding immediately, before they move onto a competitor’s site or go offline. Live chat pop-up boxes can invite customers to converse with our well-trained live agents from any web page, 24×7. Seventy percent of all buying decisions are made at the point of sale. Web chat offers customers real time answers to their questions.

With the ability to review what has been said and to check over their own responses before replying, chatting is often more accurate for sales and customer service than talking. Our Live Chattechnology enables one agent to handle several of your customers, simultaneously saving you money.

Skilled Customer Service Agents

Our Live Chat agents have been specially selected from our team based on above-average writing, typing and comprehension skills. This virtually ensures clear, concise and prompt interactions. We use standard response templates that improve reply accuracy, speed and agent productivity.

Easy to Use, Easy to Implement

Live Chat service is easy to implement. If you already have a chat solution on your website, our agents can be assigned as operators and answer the chat requests for you. If you do not have a live chat service already installed on your website our Technical Department can help you implement one.

Once Live Chat is installed on you website visitors can simply click on the icon you place on your web pages and a talk window will automatically launch.

Choose between a shared or dedicated-agent program for agent coverage to best fit your chat volume and needs.

Here are just a few examples of how our customers utilize live chat:

Take Orders

  • Answer Sales Questions
  • Live Dealer Locator
  • Customer Care
  • Email Marketing

5 Reasons Why Live Chat is The Untapped Potential for Your Business

The trouble with online shopping is that many customers are disconnected from someone who can answer their questions in real time with precision. Rather than watching potential customers click away from their e-commerce sites, many businesses have been adding live chat support. As it turns out, live chat has the ability to provide the convenient answers that customers want, while also adding significant benefits to the staff and bottom line of companies.

In this post we’re going to get into why live chat can improve your business and tips on how to maximize its effectiveness.

1. Live Chat is Convenient for Customers

A study that was conducted by Forrester Research found the following:

“Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.

An online chat system provides customers immediate access to help. Wait times are often much less than a call center, and customers can easily multi-task while waiting. Additionally, the pain of having to dial a 1-800 number and navigate through a maze of numeric options is non-existent.

An ATG Global Consumer Trend study found that 90% of customers consider live chat helpful and an emarketer.com survey found that 63% were more likely to return to a website that offers live chat. The report goes on to say:

“62% reported being more likely to purchase from the site again. A further38% of respondents said they had made their purchase due to the chat session itself. All these attitudes were even more prevalent among respondents who bought online at least weekly.”

2. Live Chat Cuts Down on Expenses

Live chat software has consistently demonstrated that it can save on both employee task time and phone expenses. Some of the most notable cost savings are:

  1. Live chat reduces overall contact center costs by lowering average interaction costs.
  2. Increases efficiency by allowing live chat representatives to handle multiple chats simultaneously, thus reducing the need to hire more representatives.

With employees spending less time on the phone, they can multi-task during chat conversations and cut the waiting queue to a fraction of its former size when compared to a call center. Not only is this a process improvement but it increases the chances of overall sales (which we’ll get into next!).

3. Live Chat Increases Sales

The general trend among users in marketing forums and on blogs is that live chat on a website can generally lead to improved sales numbers. Forbes magazine reported in a recent study:

“In 2008, Wells Fargo made a second attempt to leverage online chat to drive sales, and happily, this time the results have been crystal clear. High customer satisfaction scores and a double-digit increase in converted shoppers have shown the value once and for all of this technology.”

The key is that customers have someone who can immediately walk them through a sale if they become confused or have a question that can make or break a sale. This helps eliminate bounces away from retail websites and ensure that full shopping carts make it through check out.

Website designer Cory Miller of iThemes regularly uses Live Chat for his business, and he has noticed increased opportunities for upselling products. Once customers are engaged with an employee who can understand their needs, the employee is in a perfect position to recommend additional purchases that may be the perfect fit for that particular person.

4. Live Chat Gives You An Edge of Your Competition

A recent study by TELUS International found that many top retail businesses are not offering chat. If you want to gain an edge on the competition, live chat is a key feature that websites must have in order to be competitive and to hopefully rise to the top. In fact, live chat provides a simple way to connect with customers who spend a good deal of their money online. The report by E-Marketer found:

“Almost two in 10 live chat respondents did more than 75% of their holiday shopping online, compared with 14% of those who did not chat. A further 25% of chatters made 51% to 75% of their purchases on the Web, versus just 10% of those who did not participate in the chat service.”

The cost savings and convenience for both staff and customers makes live chat not only a viable option for businesses today, but an essential tool for any company that thrives on providing excellent customer service.

5. Live Chat Taps into Customer Pain Points

A customer’s frustration or need that has yet to be filled is called a pain point, and marketing teams mine social media and message boards for these pain points. Marketers such as Markus Allen turn these pain points into profit: “Armed with these pain points, we can either write new content (for a blog or for an article) or create benefits/advantages for our advertising.” In addition, pain points can turn into sales opportunities with customers.

Live chat provides immediate access to customers’ pain points. When customers use live chat, they’ll try to ensure that a product will perform as advertised or that a promotion will provide the discount they want. In addition, as live chat representatives talk to customers, they can find out ways to improve a company’s products and services.

Tips on Making Live Chat go the Extra Mile for Your Business

Live chat can obviously increase your business potential, but only if it’s executed correctly. Here are some important tips to ensure you make the most out of live chat software:

  • Train your team! Your live chat representatives have to be extremely knowledgeable about your inventory and website navigation. Provide cheat sheets and FAQs to improve their performance and to make it easier for them to answer your customer’s questions quickly.
  • Be aware of your shopping hours. If you own an online soccer shop in California, there is a chance that most of your visitors are international. Use analytics to determine when most of your visitors are using your site. Don’t assume 9 to 5 chat hours will work. If you have a problem sourcing local employees to cover off hours, consider outsourcing help using services like Odesk or Elance.
  • Don’t be too robotic. The whole point of having live chat available is to provide warm, human help to a customer’s shopping experience. Having robotic greetings or responses can kill the effectiveness of live chat.
  • Consider hiring people with sales experience. For the most effective use of live chat, consider using inside sales people and not just customer service representatives. People who have sales experience will more likely lead customers towards sales and increase the possibility of upselling.
  • Don’t forget to boost your social. When your live chat representatives receive positive feedback from online visitors and customers, consider instructing your representatives (or sales people) to nicely remind your visitors to Like your Facebook page and leave a comment on it.
  • Be prepared for surges in chat volume. Customers need to understand that they are in a queue and a representative will be with them shortly, if not immediately.
  • Give your customers helpful chat features. Customers will also need to be able to modify the font size and to request a transcript of the chat.

Thankfully, all chat software websites provide live chat support, so you can test their products while you shop around.

Besides finding the right software, companies using live chat will need to provide specialized training for their employees. Live chat is different from a phone call, since all replies must be short sentences that get right to the point. Long paragraphs don’t work in live chat. There is an art to knowing when to ask a question and when to offer solutions or additional products.

May 10th 2013 Newsletter

It goes without saying, having a website to market your business is not only a good idea, it’s an absolute necessity for marketing your business. It helps you stay connected to your customer 24 hours a day, 7 days a week. Even though your website is designed to provide information to your customers and generate business, how do you know it’s actually working? Are your customers finding the information they need while visiting your site and how many of these visits are translating into sales?

How can you make the most of the visitors to your website and turn those visitors into qualified leads and ultimately sales? The best way to do this is to engage your customers while they are on your website. Nearly 80% of visitors to your website will leave and never come back if they can’t find the information they’re looking for. Which means, once they leave your site it’s nearly impossible to win them back from your competitor. By implementing a Live Chat on your website you can interact directly with your customers when they visit your website. You can help them with exactly what they are looking for so they have no reason to leave your site and go elsewhere.
  • 60% of people are going online to find out more about products and services
  • 83% of people need help during their investigation online
  • 71% of people expect immediate assistance online
  • 48% will leave the site if you don’t help them

If one third of the visitors to your website can be engaged in a conversation then using a Live Chat on your website is an excellent way to generate more sales leads. Your clients are then more likely to stay on your page and buy your products and services versus leaving and spending their money elsewhere. You can avoid losing potential clients by making sure they receive the information they were looking for right away while they’re on your site. If fact, visitors to your website that use the Live Chat are:

  • Are 7.5 times more likely to convert into a client compared to the average website visitor
  • Turn into sales on average 24% of the time
  • Spend on average 55% more
  • Are 9.8 times more likely to buy if they are engaged directly by you

Tursa Group and Geeks On The Way can help you set up the Live Chat on your website. We offer a variety of different payment methods to suit any budget. Whether you’d like to pay per month, per lead, or per sale, we can help you start turning your site visitors into qualified leads and sales today. For more information on the service please contact us at 1-800-875-5017 or via our website at http://www.tursagroup.com/live-chat-increase-sales/.

http://www.boldchat.com/docs/r/LCPerfBenchmarks-V5.pdf