JASON DROHNYou can train others to do this for you. You'll have to weigh whether the costs of
doing this are worth it. If your site doesn't get a lot of traffic, there might not be
enough chat requests to make it worth paying someone to be online and ready to
chat (since you're going to have to pay them regardless of how busy they are).
If you have someone else run your chat, maintain a list of commonly-asked
questions and suitable replies, so your chat person knows what to say. Have
them keep track of any questions they get that they can't answer and add these to
the list.
Live chat could be especially useful for you if any of these are true:
- Your site gets a lot of traffic or your sales volume is high.
- Your products or services are high-ticket or generate a lot of questions
from prospects before they purchase (for example, coaching). - You're already online most of the time your prospects would be asking
questions or do enough business that the cost of having someone chat
with prospects for you is not a big deal.
Offering live chat can be a big boost to your business. Just make sure if you add
it to your site, someone is around to answer the questions that come in. A chat
feature that is always off is worse than none at all.
- Implement Split Testing
Split testing is one of the most effective ways of improving your conversions,
but most people don't bother doing it, because they don't know how or they think
it's too hard.
There are several varieties of split testing. Let's focus on the simplest, known as
A/B split testing.
All this means is having two versions of your page and seeing which one gets a
higher conversion rate over time. The first visitor is shown page A, the second is
shown page B, the next person sees page A, etc. Usually cookies are used so the
person is shown the same version of the page they saw last time if they come
back to your site.
The technical details of how to implement this are beyond the scope of this
book, so I will explain how it works in general. You need split testing software
to set this up, and the details of that depend on which software you use, another
reason I can't get too deep into it here.
To make your split test valid, only change one element at a time, such as the
headline. The rest of your page should be the same. If you change the headline,
background color, order button, and price all at the same time, and one version
of the page performs much better than the other, you'll never be able to tell