Transpond’s Conversations feature gives you an innovative way to generate high-quality leads for your sales team. Did you know that responding to enquiries within five minutes increases your chance of conversion by 98%?. And according to reports, customers who use live chat before buying result in:
- 10% higher average order value.
- 48% increase in revenue per hour of chat.
- A conversion rate of 40%.
Engaging potential customers in real-time — when they’re actively exploring your website or considering a purchase — can make a big impact on sales and revenue. When intent is high, a well-timed conversation can swiftly convert interest into action.
Here, we explore exactly how Conversations in Transpond can help you capture prospect details, nurture leads, and clinch sales — all via live agents or AI chatbots.
What are Conversations in Transpond?
Transpond’s webchat feature, Conversations, creates a single inbox letting you connect with your contacts through both chat and email. With all your communication in one place, you can engage with and support your site visitors seamlessly.
Adding a Conversations widget to your website lets you interact with visitors instantly. As well as interacting on the page, you’ll be able to capture email addresses so you can continue the chat even if they go offline.
Conversations also give you valuable insights into customer behavior. You’ll discover where and when they need assistance, so you can provide quick support. Leverage this data to enhance email campaigns and automate responses within Transpond, helping you deliver more personalized and effective interactions.
Conversations are often used for customer support, but they’re just as effective for making sales. Let’s explore how you can use Conversations to boost sales in both B2C and B2B businesses.
5 ways to use Conversations to boost B2C sales
Engaging potential customers through real-time interactions drives conversions and builds loyalty. Here are five ways to make more sales in your retail or ecommerce business with Conversations.
Give instant answers to common questions
Remove barriers to purchase and enhance user experience by providing shoppers with instant answers to common queries about shipping, returns, and order tracking. With Conversations, you can direct potential customers to a knowledgeable agent and train an AI assistant to provide answers instantly.
This is a simple but surefire way to keep customers on your site and prevent them from dropping off if they can’t find the information they need.
Recognize and engage with returning visitors
Use Conversations to interact with previous site visitors based on their previous actions. Whether you’re welcoming them back to your site or creating an offer based on their purchase or cart history, Conversations allow you to create instant rapport and interest among your site visitors.
Here are a few examples:
- Help customers resume their journey — “Welcome back! Want to pick up where you left off? I can help with that.”
- Suggest similar products to previously viewed items —“Glad to have you back! Since you liked [Category], here are some new arrivals you might love.”
- Offer discount codes for returning customers — “Since you’re back, here’s a little something for you — use code SHOP10 for 10% off.”
Upsell or cross-sell related products or add-ons
Suggest add-ons or complementary items based on the buyer’s current selection. For effective cross-selling, take a look at products that are commonly bought together across your site. For example, if you sell game consoles, consider upselling popular or upcoming games via Conversations.
Upselling may be appropriate if a potential buyer has asked for product advice via Conversations. However, be sure to consider their budget and/or needs (if they've shared this information) to avoid coming across as pushy.
Highlight offers and incentives
Prompt people to buy by highlighting flash sales, limited stock availability, or unique discount codes for specific customer segments within Conversations.
By integrating targeted offers directly into your messaging, you can create a sense of urgency and increase the likelihood of a purchase.
Let your sales team shine
With Conversations, you can direct sales inquiries straight to your sales team so potential customers can get the answers they need from the off. There’s no need to direct them via customer service agents or wait for an email response.
This is especially helpful if you have a slightly longer sales cycle than typical B2C companies (or if you deal with both businesses and individual customers). Help your sales team close sales with ease, boosting your conversion rate and generating more revenue.
5 ways to use Conversations to boost B2B sales
Selling to other businesses? Conversations can help you nurture and convert leads into qualified opportunities. Research shows that 58% of B2B companies saw at least a 10% increase in leads generated when using chatbots.
Here are five ways to use Conversations to increase B2B sales.
Guide users through the sales funnel
With Conversations, you can nudge users through the marketing and sales funnels to qualify them for a sales call. Recommend useful resources, display case studies from similar businesses, and even prompt users to book a demo with targeted messaging in the chat.
With Transpond’s AI-assisted chatbot, you can set up automated messaging to offer useful resources based on the user and/or page. Additionally, send messages based on recent campaign interactions, so your marketing is highly relevant to individual users.
Answer pricing and plan questions on the spot
Offer rapid responses to queries about your product plans and pricing with Conversations. Pricing questions are often key indicators that a prospect is ready to buy, so setting up Conversations to assist at this stage can help you close more deals.
Train your AI assistant on your product so it can give accurate, relevant responses. If prospects need further assistance (for example, if they’re looking for a bespoke package) they can be transferred to a human agent.
Capture contact details from the start
Conversations request users to share their email address before connecting them to an agent. That means you can follow up with a prospect even if you get disconnected.
Once the user gives permission, you can enroll them in automated lead qualification workflows and nurturing campaigns, helping them learn more about your product and its benefits.
Integrate Conversations with a CRM for seamless tracking
Integrating Conversations with your CRM streamlines lead tracking, enhances engagement, and boosts sales. Transpond seamlessly integrates with Capsule, a purpose-built CRM for small businesses. So you can capture data in Transpond Conversations and sync it to Capsule for easy tracking and management.
Syncing webchat data with your CRM helps you automate lead management, personalize marketing messages, speed up the sales process, and ultimately drive higher revenue.
Generate renewal reminders
Subscription-based businesses can notify customers about upcoming renewals via Conversations. This can help you generate revenue automatically, especially if you offer an incentive for early renewal.
This is a great way to increase revenue among existing B2B customers, which is often more lucrative than sourcing new business.
3 more ways to increase sales with Conversations
Conversations creates multiple avenues for generating more sales. Here are three more ways to use Conversations to boost sales.
Offer free trials or samples
A try-before-you-buy model works well for tons of businesses. If you want to offer a free trial or sample of your product, Conversations is a great way to do this. Set up your chatbot to exchange a free trial or sample for their contact details, so you can add them to your mailing lists and automated campaigns.
Freebies show that you have serious confidence in your product. This can reduce buyer hesitation and build trust with potential customers.
Train our AI to understand your products
Create and customize an AI chatbot so it understands your product, offer and positioning. This will enable you to automate many of the processes above, saving your sales team time and energy on manual work.
With Conversations, you can also refine the AI’s responses so it gives the right information at the right time. This is essential for building trust while giving helpful quickfire responses.
Build relationships with human agents
While AI assistants can give helpful information in seconds, it takes a real person to create lasting relationships that result in more or higher value sales. Conversations allow site visitors to connect with real people via your webchat widget, so they can build rapport and trust without a phone call or in-person meeting.
Webchat: a powerful tool for clinching sales
Conversations can enhance lead engagement, streamline the sales process, and drive more conversions. Here’s how:
- Real-time interactions reduce drop-off rates and keep users engaged, increasing the likelihood of a sale.
- Collating previous emails and chats in one centralized inbox ensures continuous service, creating a better experience for your customers.
- AI takes care of the easy questions, giving real people more time and energy to spend on complex queries and building relationships with prospects.
- Respond 24/7 with an AI-assisted chatbot, so leads in all timezones can find the information they need.
- Transition seamlessly from chatbot to live agent to nurture relationships and close deals faster.
- Automate upselling and cross-selling, recommending relevant products based on customer behavior.
Additionally, by integrating Transpond with Capsule CRM, you can gain valuable insights into customer behavior, optimize your sales funnel, and increase revenue. Start using Transpond for free or take a look at our pricing plans.