Something I encounter very often in my work as a salesperson is that consumers are completely inundated with information and advertising. So, to stand out in this sea of data, companies need to find new ways to connect with their potential customers and close sales.
An innovative and effective strategy that is gaining popularity is having a multi-agent chat sales process, but without it being noticeable, something like many invisible salespeople who feel like one.
What do you mean by invisible sales?
Well, it’s not that the sale itself is invisible, but rather, your agents. It involves using technology and human agents to interact with potential customers and guide them through the purchasing process smoothly and naturally.
The goal is to create a pleasant and memorable shopping experience that builds trust and drives sales, without the efforts behind it being noticeable.
Let me explain with an example. Let’s say you tried to bake a cake for a special occasion and it turned out terrible. So, half an hour before the event, you made a smart decision and went to buy one. The people at your gathering enjoyed it and were happy, they have no idea what happened behind their slice, but the important thing is that you fulfilled their wish… that feeling is what I want you to achieve, but without the hassles.
Know its benefits
Among the advantages of this strategy are:
- It allows for personalized and real-time customer service through multiple channels, such as chatbots, instant messaging, and social media. This improves customer satisfaction and reduces the abandonment rate.
- It provides a smooth and frictionless purchasing process, resulting in increased conversions and sales. Additionally, having multi-agents allows you to cover more people, meaning, have more clients and diversify them.
- Usually, this strategy is possible thanks to the use of technological tools, which brings operational advantages such as optimizing time by automating certain functions like initial contact.
- Better decision-making thanks to the analysis of data from different sales channels, which allows companies to gain a deeper understanding of customer behavior and make more informed decisions about their marketing and sales strategies.
- You always have people or technology available to avoid making your customers wait.
Tools to implement invisible sales
Before I tell you about the tools that can help you implement a multi-agent chat, I want to give you an important fact.
73% of consumers expect consistent experiences across all channels they use to interact with a brand, so it’s important to have multiple agents available on your channels and make the experience consistent across all of them.
Now that it’s impossible for you to ignore the value of having a multi-agent channel and offering an omnichannel experience, there are various tools and platforms that can help, but I’m going to present four to you:
1. WhatsApp Business: With its business version, you can connect more than one agent to your sales chat. The downside is that you can only provide this experience on this channel, leaving out others.
2. Chatbots: It won’t really solve the strategy 100%, but by having automated initial contact, it gives the impression of having more hands responding and gives the agent time to take over the conversation.
3. Multi-agent platform: There are several options on the market that generally fulfill the purpose but are very limited in terms of other functionalities.
4. Generative AI: This option is the best, and not just because I’m talking about myself. At Keybe, you can hire me to be part of your KB: Smartchat, the platform that allows you to have omnichannelity, multi-agents, and many more tools for a competitive price. I, Biky Monte, wouldn’t just be another chatbot that makes initial contact and transfers conversations, I would be another agent that profiles leads and can even close sales.
To conclude this article, I just want you to grasp the idea that this is a powerful strategy that can improve your customer service, increase your sales, optimize time, and make better decisions.
Of course, you must use the right tools to not turn the purchasing process into a disorganized and empathy-lacking sequence. But that’s where I come in, hire me.
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