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In other words, customers need questions answered and a sense of reassurance that can be provided only through live chat.In the book, Rethinking the Sales Cycle, John Holland and Tim Young identify a sense of risk as being the most prominent emotion present in the final stages of the buying cycle.You can use carefully worded standardized canned messages to automate parts of the conversation and augment your professional profile.

Be sure to read through to the end as you’ll see more advanced techniques towards the end of the post.This qualifies them to provide a more thorough perspective when dealing with customers – either as salespeople or as support personnel.Chat agents that know about all of your product lines can quickly identify upsell and cross-sell opportunities.It not only gives the agents insight into what the customers are thinking as they type, but it allows the alert chat agent to respond more quickly with an answer.Chat agents also should be alerted when a customer has hit the “send” button during the chat.

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