{"id":16503,"date":"2021-04-08T07:47:54","date_gmt":"2021-04-08T05:47:54","guid":{"rendered":"https:\/\/www.gomag.ro\/blog\/?p=16503"},"modified":"2021-04-09T16:17:39","modified_gmt":"2021-04-09T14:17:39","slug":"cum-folosesti-aplicatiile-de-live-chat-pentru-a-genera-vanzari","status":"publish","type":"post","link":"https:\/\/www.gomag.ro\/blog\/cum-folosesti-aplicatiile-de-live-chat-pentru-a-genera-vanzari\/","title":{"rendered":"Cum folosesti aplicatiile de live chat pentru a genera mai multe vanzari [Podcast]"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Esti pregatit pentru un upgrade in <\/span><a href=\"https:\/\/www.gomag.ro\/preturi\"><span style=\"font-weight: 400;\">magazinul tau online<\/span><\/a><span style=\"font-weight: 400;\">?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Vrei sa creezi o legatura umana cu utilizatorii site-ului tau?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In episodul de astazi din <\/span><a href=\"https:\/\/www.gomag.ro\/blog\/doza-ecommerce\/\"><span style=\"font-weight: 400;\">Doza de eCommerce<\/span><\/a><span style=\"font-weight: 400;\"> iti vorbesc despre scopul unei aplicatii de live chat, cum te poate ajuta sa vinzi mai mult, cum sa o personalizezi in functie de nevoile business-ului tau, precum si despre cat e de importanta in procesul de fidelizare a clientilor.<\/span><\/p>\n<p><iframe loading=\"lazy\" style=\"border: none;\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/15420926\/height\/90\/theme\/custom\/thumbnail\/yes\/direction\/forward\/render-playlist\/no\/custom-color\/0b346a\/\" width=\"100%\" height=\"90\" scrolling=\"no\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p><span style=\"font-weight: 400;\">Pentru ca sunt multe de povestit, propun sa incepem.<\/span><\/p>\n<p><!--more--><\/p>\n<h2><strong>Cuprins: Cum folosesti aplicatiile de Live Chat pentru a genera mai multe vanzari<\/strong><\/h2>\n<ol>\n<li style=\"list-style-type: none;\">\n<ol>\n<li><strong><a href=\"#1\">Inceputurile conversiilor (inainte de live chat)<\/a><\/strong><\/li>\n<li><strong><a href=\"#2\">Cand sa folosesti live chat-ul in magazinul tau?<\/a><\/strong><\/li>\n<li><strong><a href=\"#3\">Pentru ce si cand mai poti folosi live chat-ul?<\/a><\/strong><\/li>\n<li><strong><a href=\"#4\">Strategii de Live Chat<\/a><\/strong><\/li>\n<li><strong><a href=\"#5\">Adapteaza-ti mesajele<\/a><\/strong><\/li>\n<li><strong><a href=\"#6\">Cum alegi o aplicatie de Live Chat?<\/a><\/strong><\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<h2><strong><a name=\"1\"><\/a>Inceputurile conversiilor (inainte de live chat)<\/strong><\/h2>\n<p><iframe loading=\"lazy\" title=\"Cum folosesti aplicatiile de Live Chat in site pentru a vinde mai mult\" width=\"1080\" height=\"608\" src=\"https:\/\/www.youtube.com\/embed\/514bB5iNuZg?start=1&#038;feature=oembed\"  allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe><\/p>\n<p><span style=\"font-weight: 400;\">Inainte de internet si magazine online, orice vanzare sau schimb de produse\/ servicii se realiza printr-o discutie fata-n fata.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bineinteles, aceasta practica nu a disparut (vezi pietele si targurile, spre exemplu).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Atunci cand ai ocazia sa discuti cu un client si sa-i expui toate avantajele achizitionarii unui anumit produs si cum ii poate schimba viata in bine, sansele sa realizezi o vanzare sunt foarte mari.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bun, dar cum poate face acest lucru proprietarul unui magazin online?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Simplu, folosind aplicatiile de <\/span><a href=\"https:\/\/help.gomag.ro\/hc\/ro\/sections\/115001108414-Live-Chat\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">live chat<\/span><\/a><span style=\"font-weight: 400;\"> atat in social media, cat si in magazinul tau.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Pana la urma, in spatele unui brand este tot un om (sau o echipa intreaga), iar integrarea unor canale care sa iti permita sa comunici cu utilizatorii prin: <\/span><i><span style=\"font-weight: 400;\">social media, aplicatii de chat, notificari, automatizari prin e-mail etc.<\/span><\/i><span style=\"font-weight: 400;\">, te ajuta sa intelegi mai bine comportamentul vizitatorilor tai si sa livrezi acolo unde este cazul.<\/span><\/p>\n<p>Citeste si: <a href=\"https:\/\/www.gomag.ro\/blog\/rata-de-conversie-mai-buna\/\"><b>Cum sa ai o rata de conversie mai buna [pe intelesul tuturor]<\/b><\/a><\/p>\n<h2><strong><a name=\"2\"><\/a>Cand sa folosesti live chat-ul in magazinul tau?<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Daca pentru unele magazine cu vechime in online vanzarile se intampla aproape de la sine, fara un input prea mare din partea proprietarului &#8211; in cazul unui magazin mai mic sau aflat la inceput, lucrurile au nevoie de ceva mai multa implicare.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Asadar, iti recomand sa folosesti o aplicatie de live chat inca de la momentul lansarii magazinului tau.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">La inceput iti permiti sa vorbesti mai mult cu oamenii care iti viziteaza site-ul si, cel mai important, sa le intelegi nevoile pentru a le oferi cele mai bune solutii.<\/span><\/p>\n<p><b>Pont!<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Atunci cand discuti cu vizitatorii tai fii atent la ce intrebari pun, iar in baza feedback-ului primit de la ei poti face imbunatatirile necesare in site, ceea ce va duce la cresterea ratei de conversie.<\/span><\/p>\n<h3><b>Daca inca nu esti convins de puterea si utilitatea unui live chat, sa discutam in cifre:<\/b><\/h3>\n<p><i><span style=\"font-weight: 400;\">Statisticile spun ca 51% dintre clienti prefera sa cumpere si sa fie mai loiali unui brand care foloseste live chat in comunicare.<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">Alta statistica arata ca 20% dintre utilizatori prefera sa comunice cu un brand pe chat inainte de a lua decizia de cumparare (fie pe site, fie prin intermediul chat-urilor puse la dispozitie de retelele sociale).<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">Sa vedem cum se traduc aceste statistici.<\/span><\/p>\n<h3><b>Dupa cum am mai mentionat, in Romania, rata medie de conversie este de doar 1%<\/b><span style=\"font-weight: 400;\">.<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Gandeste-te ca, daca 20% dintre vizitatori doresc sa comunice pe chat, poti aduce 20 de lead-uri pe care le poti transforma in clienti.<\/span><\/p>\n<p><b>Pont!<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Poti cere un numar de telefon prin intermediul chat-ului si sa suni clientul pentru a-i oferi toate lamuririle de care are nevoie si sa faci vanzarea.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Daca ai mai mult trafic in site, poti folosi chat-ul in anumite zone, precum zona de finalizare comanda, acolo unde ai trafic mai mare sau bounce rate mare, paginile cu cel mai mare exit rate, pagina de rezultate (pagini speciale cu rezultatele de la cautarile din magazinul tau) etc., &#8211; toate aceste informatii le poti obtine din Analytics.<\/span><\/p>\n<h2><strong><a name=\"3\"><\/a>Pentru ce si cand mai poti folosi live chat-ul?<\/strong><b><\/b><\/h2>\n<ul>\n<li aria-level=\"1\">\n<h4><b>Pentru imbunatatirea experientei vizitatorilor<\/b><\/h4>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Poti folosi chat-ul pentru a discuta cu vizitatorii si pentru a vedea ce alte informatii si-ar dori sa mai obtina. Acest lucru te ajuta sa descoperi alte lucruri pe care le poti face pentru a imbunatati experienta acestora pe site-ul tau.<\/span><\/p>\n<p><b>Retine!<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Iti optimizezi conversia atunci cand rezolvi probleme (mai ales in procesul de finalizare a comenzii).<\/span><b><\/b><\/p>\n<ul>\n<li aria-level=\"1\">\n<h4><b>Onboarding pentru colegii noi<\/b><\/h4>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Astfel au ocazia sa se familiarizeze cu procesele si procedurile interne si sa invete cum sa trateze clientii.<\/span><\/p>\n<p><b>Pont!<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Creeaza niste scripturi predefinite. Ii poti pune sa discute cu 10-20 de persoane pe zi si sa invete ei despre ce e vorba in business-ul tau.<\/span><b><\/b><\/p>\n<ul>\n<li aria-level=\"1\">\n<h4><b>Seara si in weekend<\/b><\/h4>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Foloseste chat-ul seara sau in weekend atunci cand oamenii stau mai mult la televizor sau cand sunt in modul de navigare.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Este un moment prielnic pentru tine, deoarece competitorii s-ar putea sa faca altceva, iar tu ai ocazia sa fii prezent pentru clientii tai.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-16616 size-full\" title=\"Aplicatii_livechat-gomag\" src=\"https:\/\/www.gomag.ro\/blog\/wp-content\/uploads\/2021\/04\/Aplicatii_livechat.png\" alt=\"Aplicatii_livechat-gomag\" width=\"1798\" height=\"422\" srcset=\"https:\/\/www.gomag.ro\/blog\/wp-content\/uploads\/2021\/04\/Aplicatii_livechat.png 1798w, https:\/\/www.gomag.ro\/blog\/wp-content\/uploads\/2021\/04\/Aplicatii_livechat-1280x300.png 1280w, https:\/\/www.gomag.ro\/blog\/wp-content\/uploads\/2021\/04\/Aplicatii_livechat-980x230.png 980w, https:\/\/www.gomag.ro\/blog\/wp-content\/uploads\/2021\/04\/Aplicatii_livechat-480x113.png 480w\" sizes=\"(min-width: 0px) and (max-width: 480px) 480px, (min-width: 481px) and (max-width: 980px) 980px, (min-width: 981px) and (max-width: 1280px) 1280px, (min-width: 1281px) 1798px, 100vw\" \/><\/p>\n<h2><strong><a name=\"4\"><\/a>Strategii de Live Chat<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Exista doua tipuri de aplicatii sau strategii pe care le poti folosi in comunicarea in online:<\/span><b><\/b><\/p>\n<ul>\n<li aria-level=\"1\">\n<h4><b>Reactiva<\/b><\/h4>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Atunci cand casuta de chat este vizibila pe site, iar vizitatorul decide singur daca o foloseste sau nu;<\/span><b><\/b><\/p>\n<ul>\n<li aria-level=\"1\">\n<h4><b>Proactiva<\/b><\/h4>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Este acea casuta de chat de tip pop-up care foloseste atentionari, animatii sau sunete.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Adevarul este ca aceasta varianta de chat este mai agresiva. Drept urmare, testeaza ambele variante si vezi care dintre ele este mai potrivita pentru magazinul tau.<\/span><\/p>\n<h4><b>Ponturi!<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">&#8211; Poti declansa un pop-up de chat in anumite situatii. De exemplu, atunci cand utilizatorul sta mai mult de 30 de secunde pe o pagina. Acest lucru poate insemna ca are o problema si tu o poti rezolva.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">&#8211; Poti crea setari diferite in aplicatie pentru: trafic nou si trafic revenit.\u00a0<\/span><\/p>\n<h3><b>Din nou despre statistici:<\/b><\/h3>\n<p><b>Forbes<\/b><span style=\"font-weight: 400;\"> sustine ca 50% dintre utilizatorii care primesc raspuns pe chat in timpul achizitiei sunt mai predispusi sa cumpere si apreciaza mai mult brandul respectiv.<\/span><\/p>\n<p><b>Econsultancy<\/b><span style=\"font-weight: 400;\"> sustine ca satisfactia clientilor este mai mare atunci cand utilizeaza chat-ul sau cand interactioneaza cu un brand pe chat &#8211; aceasta fiind de 73% in comparatie cu 61% atunci cand primesc un raspuns pe mail si 44% cand vorbesc la telefon.<\/span><\/p>\n<p><b>eMarketer<\/b><span style=\"font-weight: 400;\"> sustine ca 63% dintre utilizatorii care viziteaza un site sunt mai predispusi sa revina pe un site unde exista optiunea de a discuta cu brand-ul respectiv prin live chat.<\/span><\/p>\n<p>Citeste si: <a href=\"https:\/\/www.gomag.ro\/blog\/tehnici-de-vanzare-pentru-magazinul-tau-online\/\"><b>10 Tehnici de vanzare pentru magazinul tau online<\/b><\/a><\/p>\n<h2><strong><a name=\"5\"><\/a>Adapteaza-ti mesajele<\/strong><\/h2>\n<h4><b>1. Adapteaza-ti mesajul in functie de datele pe care le ai (trafic nou vs. trafic revenit).<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">De exemplu, pentru trafic nou iti poti intampina vizitatorii cu:<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">\u201eBun venit la noi pe site! Cu ce te putem ajuta?\u201d<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">In cazul unui trafic revenit:<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">\u201eCe te-a adus inapoi pe site-ul nostru?\u201d<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">Este important sa empatizezi cu vizitatorii tai, sa-i asculti si sa-i faci sa inteleaga ca le oferi o solutie.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Mai mult decat atat, asigura-te ca ai un mesaj care deschide o conversatie.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ideea este urmatoarea: cu cat pui mai multe intrebari si porti o discutie mai lunga, cu atat cresc sansele de a finaliza vanzarea.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-16617 size-full\" title=\"live-chat-magazin\" src=\"https:\/\/www.gomag.ro\/blog\/wp-content\/uploads\/2021\/04\/live-chat-magazin.png\" alt=\"live-chat-magazin\" width=\"1690\" height=\"897\" srcset=\"https:\/\/www.gomag.ro\/blog\/wp-content\/uploads\/2021\/04\/live-chat-magazin.png 1690w, https:\/\/www.gomag.ro\/blog\/wp-content\/uploads\/2021\/04\/live-chat-magazin-1280x679.png 1280w, https:\/\/www.gomag.ro\/blog\/wp-content\/uploads\/2021\/04\/live-chat-magazin-980x520.png 980w, https:\/\/www.gomag.ro\/blog\/wp-content\/uploads\/2021\/04\/live-chat-magazin-480x255.png 480w\" sizes=\"(min-width: 0px) and (max-width: 480px) 480px, (min-width: 481px) and (max-width: 980px) 980px, (min-width: 981px) and (max-width: 1280px) 1280px, (min-width: 1281px) 1690px, 100vw\" \/><\/p>\n<h4><b>2. Raspunde repede<\/b><\/h4>\n<p><i><span style=\"font-weight: 400;\">Unele statistici sustin ca timpul optim pentru a raspunde mesajelor pe chat este de 30 de secunde.<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">Daca ai un volum mare, poti angaja 2-3 persoane pe partea de suport clienti.<\/span><\/p>\n<h3><b>Importanta live chat-ului pentru business-ul tau &#8211; revenim la statistici<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">La nivel mondial, un client are de asteptat 17 ore pentru a primi un raspuns pe e-mail de la o companie.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In social media, timpul de asteptare este de 10 ore, iar prin Live Chat timpul acesta se reduce la doar <\/span><b>2 minute<\/b><span style=\"font-weight: 400;\">!<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Adevarul este ca vizitatorii\/ utilizatorii unui site nu prea au rabdare atunci cand au o solicitare.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Drept urmare, fii rapid, fii acolo pentru ei si nevoile lor.<\/span><\/p>\n<h2><strong><a name=\"6\"><\/a>Cum alegi o aplicatie de Live Chat?<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Exista mai multe aplicatii de Live Chat pe care le poti folosi pentru site-ul tau.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Iti recomand sa testezi cateva inainte, pentru a vedea care dintre ele raspunde cel mai bine nevoilor tale.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Chiar daca pretul conteaza si iti poate afecta decizia, iti recomand sa ai in vedere cateva caracteristici inainte de a lua o decizie finala:<\/span><\/p>\n<ul>\n<li><b>Existenta unor automatizari<\/b><span style=\"font-weight: 400;\"> &#8211; verifica daca iti ofera optiuni pentru lead generation, raspunsuri predefinite etc.;<\/span><\/li>\n<li><b>Generarea unor rapoarte\/ statistici<\/b><span style=\"font-weight: 400;\"> &#8211; verifica daca iti ofera informatii in timp real despre unde se afla utilizatorul in site, IP-ul lui, geolocatia etc. Aceste artificii te ajuta sa iti intelegi mai bine audienta si sa creezi strategii de marketing de impact;<\/span><\/li>\n<li><b>Este aplicatia mobile friendly?<\/b><\/li>\n<li><b>Verifica cum se afiseaza widget-ul in site<\/b><span style=\"font-weight: 400;\"> si daca il poti personaliza cu poza, daca il poti micsora, sa il ascunzi sau sa il declansezi in anumite situatii stabilite de tine.<\/span><\/li>\n<\/ul>\n<h4><b>Sfat!<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">Testeaza aceste sfaturi pentru a vedea daca utilizarea live chat-ului este doar un consumator de timp sau chiar poate aduce beneficii business-ului tau.<\/span><\/p>\n<p style=\"text-align: center;\"><iframe loading=\"lazy\" class=\"giphy-embed\" src=\"https:\/\/giphy.com\/embed\/4JHwuqiNuHDTgZlG16\" width=\"480\" height=\"270\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p style=\"text-align: center;\">via GIPHY<\/p>\n<p>Citeste si: <a href=\"https:\/\/www.gomag.ro\/blog\/automatizarea-unei-afaceri-online\/\"><b>Automatizarea unei afaceri online: 5 idei pentru magazinul tau<\/b><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Daca ti-a placut episodul de astazi, nu ezita sa dai un share podcastului Doza de eCommerce by Gomag.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ti-am pregatit si alte materiale informative care sa te ajute sa iti dezvolti business-ul ca la carte.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">PS: Vrei sa vezi cat de usor este sa vinzi cu Gomag? Ai 15 zile la dispozitie sa <\/span><a href=\"https:\/\/www.gomag.ro\/preturi\"><span style=\"font-weight: 400;\">testezi platforma<\/span><\/a><span style=\"font-weight: 400;\"> in mod gratuit. Descopera cum te ajutam sa vinzi mai comod si sa iti cresti business-ul mai repede.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Esti pregatit pentru un upgrade in magazinul tau online? Vrei sa creezi o legatura umana cu utilizatorii site-ului tau? In episodul de astazi din Doza de eCommerce iti vorbesc despre scopul unei aplicatii de live chat, cum te poate ajuta sa vinzi mai mult, cum sa o personalizezi in functie de nevoile business-ului tau, precum [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":16612,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","om_disable_all_campaigns":false,"footnotes":""},"categories":[5,4472],"tags":[],"class_list":["post-16503","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing","category-podcast"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Cum folosesti aplicatiile de Live Chat pentru a genera mai multe vanzari<\/title>\n<meta name=\"description\" content=\"Vrei o relatie mai umana cu clientii magazinului tau online? Afla cum te ajuta aplicatiile de Live Chat sa generezi mai multe vanzari.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.gomag.ro\/blog\/cum-folosesti-aplicatiile-de-live-chat-pentru-a-genera-vanzari\/\" \/>\n<meta property=\"og:locale\" content=\"ro_RO\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Cum folosesti aplicatiile de Live Chat pentru a genera mai multe vanzari\" \/>\n<meta property=\"og:description\" content=\"Vrei o relatie mai umana cu clientii magazinului tau online? 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