Category

Live Chat Tips

Hello - the Art of conversation

5 welcome messages that are better than “we are here to help”

By Conversational Marketing, Live Chat Tips, Playbooks

Starting a conversation can be hard for most. In most cases, it’s an ongoing battle within to just engage in a chat, let alone actually talk.

I was terrible at speaking to people.  I was awkward and never knew how to start a conversation with someone (let a lot a woman). I digress, this is not a blog about dating, it’s about starting conversations. More importantly, on Live chat.

How do you start your conversations online? With a “hello”, maybe “guess what” or do you wait for someone to instigate the convo?

Over the course of a few months I learnt that almost 70% of businesses who put live chat on their website never update  the welcome message. They are missing out and won’t see the benefit of live chat.

Today, I want to give you some of tips on instigating a live chat with a visitor on your website and how to get a reply.

I’ve been on countless websites where they do one of two things:

  • They talk too much, or the chat pop up becomes so annoying that you leave the website
  • or, they don’t chat enough and you question if the live chat is even monitored?

There is a fine line but I’m here to help you.

Let’s chat about the common response on live chat. The “We’re online, and here to help” or the “How can I help”. These are common playbook conversation welcomes in most live chat software. There should be changed real quick. Go, get to the page now, then come back here to read the next part. I’ll be here waiting…

Okay, I want to give you 5 great conversation starters that can guarantee some engaging conversations without annoying the heck out of your website visitors. Remember though, it’s not the first question that is the most important question, or the first greeting you give. It’s the one that follows up the response that is more important.

  • The ‘intriguing question’ play
    This play is one of the easiest plays to recommend. To use this play you need to hook the customer in with a question that will make the customer want to talk to you. An example of this is “Did you want to know a secret?”. Everyone wants to know a secret, it’s up to you to tell them something that will continue an engaging conversation.
  • The ‘you can too’ play

         This easy play is also another easy welcome message that you can put in play today!

         Simply introduce your self with you can also statement, for example, “Our customers have                                      trained their dogs to stop barking in 1 day. You can too, want to find out how?”.

  • ‘The Offer they can’t refuse’ play
    Say hello to my little friend…the offer play. This is how you execute this play. “Hey traveller👋, don’t scroll yet! Did you want an easy 25% off your shop? Reply and it’s yours!”
  • Stalker, Stalker
    ha, this one sounds bad but it is a killer play! Most live chat systems allow you to target uses based on how many times they’ve come to your website. Why not welcome them back? The play is easy. “Oh hey you, nice to see you back!”. This feels super personal and can help your visitor interact with you.
  • The best for last is the ‘Google play’
    This play is a bit advanced but you can actually target new visitors to your website that have come from different websites. You can even target users if they used a specific search term to get to your website. This play is relatively easy, here’s an example; “We have the perfect red shoes for any classy woman like yourself! Want me to point you to my personal favourite?”. This play is so, so, so powerful if used well!

Bonus tip: Use all of them with different targeting to give your customers the ultimate welcome every time they come to your website.

That’s some of my favourite welcome playbooks.  Do you have a favourite welcome play that you think should be added to this list? Let us know in the comments below 👇

Smile, your typing - smile header

Smile, your typing

By Live Chat Tips

Sounds weird, but are you smiling while you’re typing?

A weird phycological blog post today, but I want to explore the effects of smiling while we type? Why? Because I can!

When I was young my Aunt use to recite a poem to me:

Smiles are infectious,
you catch them like the flu
When someone smiled at me today
I started smiling too!
I looked around the corner and someone saw my grin
Then I suddenly realised
I passed it on to them

It’s a simple one, but it got me thinking about my mindset when talking to clients and visitors over live chat and email. It is so simple just to write an impersonal email with no emotion but it’s never easy writing an email with emotion.

So why should we write with a smile?
It’s simple!  It triggers happiness and joy on a physiological level, allowing us to think clearer and write with no grovel in our tone. You also will enjoy your conversations more and it will radiate into the words you’re writing.

Some tips:

  • Just because something bad happens throughout the day doesn’t mean your whole day was bad.
  • Feel free to get up and take a breath if the conversation gets tough.
  • Keep a quote or picture close that you can look at. It will keep you grounded.
  • Show your emotions in emojis 😀or even make a small gif to show your customer your real reactions.
  • Stop saying ” I’m so excited to…” Unless you have balloons and a party hat on. Don’t over exaggerate just be authentic.
  • Remember you don’t know how the person on the other end of the chat feels or if they are having a bad day. Why not be the deciding factor in them being happier?

Remember to smile

Still using forms? Here's how you can make them more engaging. - volodymyr hryshchenko V5vqWC9gyEU unsplash scaled

Still using forms? Here’s how you can make them more engaging.

By Conversational Marketing, Forms, Live Chat Tips

For most companies, forms are a huge part of their website experience, whether it is a contact form, a support form or a sales form, we certainly rely on forms to keep our business moving. However, in 2020 are forms still necessary? At Convodojo, we are confident that live chat will replace the need for forms in the near future but at the moment they are still here and taking the leap to formless websites can be a daunting thing to think about.

We want to help our audience create the most engaging experience and set them up for a win.

So in this post, we want to give you 4 ways you can make your forms more engaging, get higher conversions and how to respond to forms in a more conversational way.

Number one – Shorter forms
You may not know it but filling out a form can be a time-consuming task. No one wants to come to a website wanting answers just to complete a time-consuming task. That’s why live chat is so good. Our first point is regarding shorter forms in the number of fields you have to the presentation of a form. When you’re designing your next form I like to think of this quote:

“Ask the right questions if you’re going to find the right answers.” – Vanessa Redgrave

It’s important to ask the right questions to get the best answer possible. A lot of the time your competitors are asking 10s of questions for something they could have asked in a mere few.  Ask yourself; if someone needs support, what do I need to ask them to get the best possible information to support them?

In this same point, I want to point out the importance of multiple page forms. A paged form allows a user to split the information onto separate pages to make a larger form look less intimidating. Check out our form demo here.

Number two – Be more personal with your instructions
Don’t confuse your visitors! It’s simple. Give clear, precise instructions and above all, be personal with visitors. First of all, we’d recommend splitting your form into manageable, bite-size pieces using sections or pages (found in most form software). This way, users can digest the questions easier and aren’t put off by filling in a form. Being relatable is also important to engage your audience. Instead of just providing boring instructions, why not make it more personal. Below you can see a form that asks a user for their name and introduces the form as a person. In this case, Anthony.

Still using forms? Here's how you can make them more engaging. - engaging form demo 1

The form goes on to thank the user for entering their name and gives a fun response saying that their name suits their eyes. It then asks the user to click the continue button if they want to continue.

Still using forms? Here's how you can make them more engaging. - engaging form demo 2

 

This approach feels more human and can keep users more engaged whilst filling in the form.

 

Number three – Give them an option to add contact details

In today’s society, personal data is more important than ever. It’s harder to get a users email address let alone their phone number. You need to be more transparent when asking users for details like these. Do you even need some of these details straight away? In our form demonstration, we use the personal approach to ask the user if they can help us out by providing an email address so we can get onto the problem and provide an outcome.

We always use context when asking for users details. We answer the users’ question “but why do you need it?”.  After a user puts an email in, we tell them that we have sent these details to our account manager Tony who will look over the details you provided and get back to you via email.

 

Number four – Respond Faster

Have you ever waited in line for ages just to get to the front of the queue to find out you’re in the wrong line the whole time? It sucks! I say this because it’s the same as filling in a form. A pet peeve of mine is filling in a form just to be sent to a page that says your form will be looked at in 48 hours.

You should have told me before!

I honestly believe we are all serial “we will get back to this” types. But we live in a world where people want stuff now. My advice is to email them back ( I like to use video) and say hello and that you’re looking through their query and if they can give you 15 – 20 minutes to get back to them. My customers love this, it’s personal and transparent.

Still using forms? Here's how you can make them more engaging. - engaging form demo 3

 

You’ll rarely get an angry email in response.  If you respond as fast as you can and something needs to be escalated, then make the whole conversation more personal by providing them with your office phone number or asking them for more details to contact them.

 

So there are 4 tips on how we recommend setting out your forms. First, shorten your forms, no one wants a convoluted 100 field form to fill out. Your customer didn’t come to your website for tasks. Secondly, be more personal, be fun and remember to be as human as possible. Thirdly, privacy is important, you don’t need all the visitor’s contact information, you’ll have heaps of opportunities to ask for more details further into the conversation. Lastly, respond promptly and be transparent. No-one want’s to be waiting around.

Of course there is so much more to cover on how you can make more engaging forms. We will address some more “how-to’s” in the next few weeks, so stay tuned.

If you enjoyed this post, please feel free to share, comment or strike up a convo with our team.

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