Lead Generation Through Live Chat
Let’s have a little chat about live chat, shall we? For those who may not have visited a business website in a while, live chat service enables companies to reach out to their online visitors and communicate directly with them in real time. Do you want to know how lead generation through live chat is possible? You have come upon the right post. Other boons associated with live chat’s direct, real-time communication capabilities include:
Reduced bounce rate
Improved customer service
Increased conversions and sales
Enhanced ability to upsell with relevant deals and offers
Ability to build customer trust and loyalty
Cost effectiveness
Live chat also offers robust reporting capabilities that enable its business users to track visitors’ activity on the site and feed data to the sales team, and to internally audit the effectiveness of the program and make ongoing improvements. Live chat services come in a range of formats. And if you haven’t already used it, you’ve probably at least noticed it.
In some cases, a smiling face will appear at the bottom of your screen inviting you to push a button to chat directly with a company representative by typing in your message or question. In others, a window will open welcoming the visitor to the site and inviting them to type directly into a text field. And the range of different interfaces continues to expand.
Many e-commerce operations are finding it a helpful way to instantly answer questions that close a sale. And any company can use website live chat services to nudge website visitors into providing their name and email.
How Customers Respond To Live Chat Experience
94% of customers who were proactively invited to chat were somewhat or very satisfied with the experience.
77% of online shoppers report wanting to contact a real person before buying.
42% of customers say chat’s most important benefit is near-instant access to a customer service rep, without hold time.
91% of customers who’ve used live chat are satisfied with its ability to:
Aid in their online product-buying decisions
Resolve customer service or tech support issues
Answer product questions in a timely manner
Handy Tip
Offering coupons, discounts or free delivery are among the incentives some companies use to encourage visitors to participate in a chat. A positive live chat session can also be an opportunity to invite a visitor to check out your company’s social media channels (and don’t forget to use social media to remind customers you’re available to chat in real time).