How to anticipate customer questions

07/07/2016 - Beatriz Rojo

Solving customers’ questions can seem simple: you only have to sit and wait for them to come up with one that, surely, you’ll be able to solve quickly and efficiently. However, only 2.5% of users browsing e-commerce sites go to livechat to speak with an agent.

Just because a customer doesn’t voice his questions or concerns, doesn’t mean he doesn’t have them. Thus, the key is knowing when it’s necessary for an agent to intervene and anticipate the questions that creep up on the customer during the buying process.

In general, a visitor has questions when he finds a website confusing, compares very similar products, or when he doesn’t receive any recommendations. If an agent doesn’t help him, it’s quite likely that he will abandon his cart. You need to stop it.

Not offering help to customers translates into lost sales. Oct8ne, however, besides giving support that improves communication between clients and agents, is capable of increasing the interaction with users up to 7.5% by anticipating buyers’ questions.

Our tool registers visitors’ movements to analyze their behavior and create a history with products they’ve seen, those that they’ve liked, and what they’ve added to their shopping cart.

anticipate customer questions

Therefore, the agent can start a conversation knowing what each client needs. The agent needs only to start browsing to see what the client is looking for and if, at another visit, he wasn’t attended to by an agent.

With this information, the purchasing department can closeout transactions by speaking directly with the buyer. They can solve problems, build trust in a critical time and make the most of feedback and increase conversation.

This builds a stronger relationship between the two because clients receive attention adapted to their preferences and buying patterns. But, the best part is it’s not necessary for the salesperson to be waiting on each client.

What do triggers do?

When a client makes certain movements on the web, Oct8ne’s chat opens automatically. This feature works with algorithms that display the chat tab with a predetermined invitation for the customer to start a conversation with the agent. The triggers are activated based on four parameters:

  • How long he has spent on the page

  • How long he has been browsing your website

  • How many products he has looked at

  • How long he has spent on a specific URL (such as the shopping cart)

 

You can choose whether or not various conditions are met before the chat is activated. Being ahead of your customers increases their commitment and will prevent them from leaving the site when questions arise. A key moment that customers abandon the shopping cart is during the payment process.

Unfinished purchases usually fall between 55-80%, but with Oct8ne they are reduced to 33% thanks to the agent accompanying the customer from first seeing the products to the payment process and can respond to any question that may arise.

Want more data? 96% of Americans shop online and they spend an average amount of $488 per year.

Don’t let them get away!

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