A method to improve your websites’ conversion rate. For free.
There are many ways to increase conversion rates in your web store. You could improve website usability, create additional features or add discount/rewards, all of which are time consuming and costly ways to improve your website. And after these changes are done, you can split test to check for conversion improvement. You’ll get data, but if you are not communicating with customers, you’ll never know the real reason why they may have left your site.
Sometimes the reason for leaving is simply because there was a problem in the checkout flow. Maybe the website would not accept the customer’s address, credit card or a foreign character. (Being from Denmark, I have tried many times that the Ø in my address does not work.) The customer then leaves because of this problem, and you have no idea why. Sometimes it is the customer’s fault; sometimes it’s the website’s. But you don’t know.
We would like to offer you a cost-free feature that could solve any problem the customer might have with using your website. It will also give you a better understanding of why they might be leaving.
What is the solution?
Live chat + Screen share: The solution is to give customers direct access to your support team AND give your support agents access to see the customers’ problems. You probably know the first option, live chat, which companies like Intercom, LivePerson, Zopim, Boldchat, and Olark provide. These are great services for product questions, but when it comes to understanding a problem that a customer is experiencing on your website, it can still be very difficult to grasp the situation.
That is where Concierge comes in. Concierge is a new, free product that allows you to not only chat live with customers but also see their screen.
In the example below, a customer is having problems with payment. He is trying to complete the order, but his credit card is not accepted. This might be a situation where the customer just moves to another store in annoyance. But in this example, the customer clicks the live support feature and says: “Your payment system doesn’t seem to work.” Then the support agent asks him to show his screen:
Normally, a support agent would have a hard time knowing what the problem is. But with Concierge, he is able to see the customer’s screen and recognize that the numbers for the month and year have been accidentally switched. He can now guide the customer to finish his purchase.
These pictures are actual screenshots of Concierge. In this last screenshot, the support agent can see exactly what the customer sees and what he does.
Is it difficult to try?
Adding this functionality to your website is quite easy. First you sign up, then you just need to copy-paste the following lines of code in your HTML file:
Replace the XXX-xxx in the code above with a key from https://live.gotoassist.com/dashboard/keys (to create a key press “+”. Insert this).
When the code is added, a button will appear, and if you are signed into Concierge, you will be able to get requests directly. Concierge is white label, so you can create any type of button and text you would like. In the code above, a green default button will be added saying “Chat with us”.
How is it free?
It might sound like madness to give away a service that other companies are making money on and add new screen-sharing features. So why are we giving it away for free?
First of all, we at Citrix GoToAssist come from the IT support world, and we have been doing screen sharing for many years. This kind of technology is old for us . But with new technologies, we really want to learn first and try to make money later. So, we have decided to give the product away free in the beginning— in the hope that the first users will provide us some feedback. The basic functionality, like website chat, website audio (you can also talk to the customer) and screen sharing is free. Later, we believe that some big customers will love the product so much that they will ask for integrations or other features, and at that point we might ask for payment for these new features.
If you would like to improve your conversation rate by giving customers live help AND help your own support agents better understand customer problems, try Concierge out. It’s free.
Go to http://live.gotoassist.com/ to sign up and start improving you conversion rates, while understanding and helping your customers.
