The time in which your chat will be available to visitors is a very common concern among ecommerce owners. Considering that the objective is exactly to provide immediate answers and to be able to help clients at any time, is it really necessary to offer 24 hour online chat service?

As we know, not all companies offer this convenience. However, there are techniques and tools that serve to help meet the demand for service even while your agents are not available, allowing your ecommerce to be able to retain customers at any time of the day. Follow us as we present some solutions to this common concern.

When to be available in online chat?

The first step is to identify exactly when you should be available to your visitors. To do this, you will need to collect data over a period of time to determine the factors presented below:

An excellent way to evaluate your peak hours is through Websites Are Us reports, install it on your page and check the differentials.

Peak times for visits and service requests

Start by checking which days of the week and at what time your online store receives the most visitors. In addition, also analyze at what times your ecommerce receives a high number of calls in the various service channels available to your visitors, such as social networks, telephone and in-store chat.

From there, you can identify a regular time to keep your agents working, but be sure to consider the size of the flow of visitors and tickets to determine how many agents should be available.

According to data presented by Invespcro, 79% of consumers prefer online chat among other channels precisely because they can have their questions answered and problems solved immediately.

However, it is important to consider how many agents are serving customers via chat and whether they are meeting the demand, otherwise this may end up inhibiting the possibility of offering the best possible response time. On average, an agent is able to serve up to 4 visitors at the same time via online chat, take this into account while assessing their availability.

Which time has more presence in the offline form

Now that you have an idea of ​​what is a regular time to be online and ready to attend, it’s time to confirm if this is really enough, or if there is any other period that requires more attention.

To do this, look at the days and times with the largest number of offline forms generated. This tool is used to capture customer data, as well as their doubts, so that your team can contact you as soon as it is available.

However, if you identify periods with many forms filled out, consider extending your ecommerce business hours to cover this demand.

Attention on holidays

It is worth remembering that the regular service period may be enough to guarantee the best results on a routine basis, however, it is important to pay special attention to commemorative dates, such as Black Friday, Consumer Day and other periods in which you want to invest in campaigns sales and marketing.

On these dates, offering 24-hour service can be an excellent alternative, allowing you to cover the entire period with a greater flow of service and further enhance your chances of conversion.

Read too: How to Sell More on Consumer Day With Online Chat

How to satisfy customers without offering 24-hour service

It is very common to find online stores that do not work offering 24-hour service, but that also does not mean that they leave their visitors and customers without alternatives during offline periods. Learn about some tools that can help you continue to satisfy your customers even when it’s not available.

Ticket Tool

Ticket tools, or even the offline form of the online chat are an excellent way to cover periods of inactivity in the chat. The main advantage of this feature is that it still allows any visitor to identify the chat window on your ecommerce page.

Callback

Callback is an excellent convenience for your customers, especially those accessing your store via mobile devices. This tool allows the visitor to enter their own phone number and request a call from their team.

That way, even if your channels are offline, a customer does not need to waste time calling your company, on the contrary, he can simply wait for one of his agents to return the contact as soon as they are available again.

Knowledge base

Making a knowledge base available on your ecommerce is an excellent way to cover inactive hours with support self-service, that is, allowing visitors to find answers to their questions within your page, but without having to contact your team.

Pages like FAQs (Frequently Asked Questions, or frequently asked questions) can serve this purpose very well. To create an efficient knowledge base, make an analysis of the doubts that appear most during the service, especially those regarding payment methods, freight, delivery period, etc.

The knowledge base is a good way to help prevent abandoned shopping carts and lost sales on the checkout page, while still keeping the customer inside the online store.

Online Chat Invest in 24 Hours Service on Commemorative Dates

Is it worth investing in 24-hour service?

The answer to that question will depend on the niche of your ecommerce, as well as the size of your company. Consider the results of the analyzes cited in our content and see if offering 24-hour online chat service would really have a strong impact on your sales.

It is worth remembering that, if your ecommerce makes international sales, it is important to consider the time zone differences in which your customers are. In these cases, be sure to also use a chat tool that offers multilingual support.

If you are in need of a tool that can help you cover any type of demand, with offline forms, callback, proactive invitations and more, you need to know Websites Are Us. Whether for 24-hour service or not, you’ll be ready to turn visitors into customers at any time.

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