Quality customer service is crucial to your company’s success. How do you create a memorable experience for your target audience? Have you thought about implementing live chats on your website?
A live chat is an immediate way to get in touch with someone on your team. When we have an issue with a website or software we are using, we immediately go to their website and look for a live chat to get to their support team right away.
If this is the case, what are some other benefits to having a live chat on your website?
Live chats have a lot of useful features that help you see who is on your site. You get alerted when you have an active visitor. You can see what pages they look at and in what order. It also shows you how long they were on your site and from where they came from. This helps you see what pages are visited the most. If most of your traffic is coming from Facebook, you can put more money into your Facebook ads. If every visitor checks out your About page, make sure you have a CTA button there to capture leads. Once you have a better idea of how your visitors “behave”, you can adjust your marketing strategy accordingly. One that we strongly recommend is Zendesk Chat. It has a lot of analytics that can help you monitor your traffic.
Did you know you can also collect leads on your live chat? Let’s say Mary has a real estate firm and wants to revamp her website. She searches Google and finds Lunar Design Labs. She browses through our About page and suddenly gets a small pop up on the bottom of the screen that reads “Hey! How can we help you today?” She opens it up and asks if we do web design. Our digital consultant tells her we do and gives her information on how we can help. She asks Mary if she would prefer a phone call instead to better understand what she needs for her website. Mary agrees and gives her phone number. Now we have a new warm lead. Mary didn’t fill out our lead generation form. She simply had a question, and our digital consultant was there to answer. See how easy it could be?
Like mentioned above, a live chat can help you answer any questions that a potential prospect might have. Sometimes if you get the big questions out of the way, they won’t hesitate to buy later down the buying cycle. This doesn’t mean you should immediately try to sell them in the chat. Just being there to provide more information if needed can tremendously improve your customer service score.
You can’t know every possible question that someone may have about your product. We still get questions that we have never heard before. A live chat is a great way to discover pain points that your target audience has that you hadn’t thought of before. You might even find that they are using your product differently than intended, and that could turn into a new venture for you down the road!
Having a live chat is a great way to get your sales team on the front line. By answering questions and setting up phone calls, you can generate warm leads directly on your website. If you’re unsure on how to set it up, you can schedule a phone call with our digital consultants and we can help get a live chat on your website today!