In business, it’s all about sales and leads. When website visitors have so many choices and options available, getting them to take action is tough.

Even sites with high traffic struggle with turning those visitors into leads. Most of the first time visitors who come to your site are not ready to make a buying decision yet. How are you going to talk to them again?

Enter live chat services.

A live chat service provider enables companies to reach out to their online visitors and talk to them in real-time 24/7. It helps gather information about visitors and convert them into qualified leads.

It’s a no brainer to say responding faster to a site visitor is going to leave a better impression and positively impacts their potential to convert.

Many B2B companies utilise managed live chat service on their websites. Because it helps people. It converts.

Let’s look at why live chat is the most powerful sales and lead generation tool.

Quicker Response, More Leads

Look around and you will find most companies don’t seem to respond fast enough to capture the online visitors. Here’s the data that tells the story.

A study of over 400 sales teams conducted by Drift was looking at how fast the sales associates were responding to site visitor enquiries. The study also looked at how lead generation was impacted by the response times.

Also Read: Live Chat Tips For Lead Generation

It found that there was a 10x decrease in the possibility of making contact with a lead after 5 minutes without a response. If you don’t respond for 15 minutes, all potential leads are lost.

It seemed that most of the visitors, instead of waiting around, bounced back to Google and clicked the next ranking company. With a managed live chat service provider, your customers stick to your website and clarify their concerns.

Live chat is the simplest and quickest way to qualify leads.

Increased Conversion with Automated Triggers

The level of engagement of your site visitors needs to be measured and understood if you’re working towards increasing conversion. A live chat service provider could get those analytics from your visitor information and act in real-time.

Automated triggers are effective in delivering personalised experiences to your site visitors and increase conversion.

Let’s look at the ways how automated triggers increase conversion.

• Friendly greetings. Greetings are just automatic chat popups. A managed live chat service will have pre-set triggers for greetings. They can be set based on the visitor’s geographic location and in multiple languages.
• Flexible templates. Boilerplate templates come in handy in live chat while responding quickly. However, most of the times these prepared answers will need to be personalised.
• Proactive actions. Proactive engagement is important to keep visitors on your site and not bounce off to other websites. If the visitor is spending more than 30 seconds on a particular page, sending a proactive trigger message helps you understand if they have any concerns or queries.

CRM Integration and Sales Automation

Integrating managed live chat service with CRM allows you to gather information from all the potential leads you’re chatting with.

When your chat agent receives chat from the site visitors, their data is automatically captured. Data points like name, email, phone number, IP location, copy of the chat transcript, etc., are fed into the system.

You can use this data to build customer profiles and a chat agent would be able to easily recognise the same customer returns back.

When chat transcripts become part of the CRM, access to the history of conversations becomes easy. Agents can use this information to personalise their communication to the needs of each prospect. This saves time which in turn allows you to sell more.

The Most Powerful Sales and Lead Generation Tool

From reaching out to website visitors to quickly responding to them to personal conversations that help them – live chat is undoubtedly the most powerful sales and lead generation tool.

By using live chat as an active tool in qualifying leads, you provide both support for your customers 24/7 and generate new leads continuously.

• Author Details

Author Details

Tracey Horey

CEO of Live Chat Agent

Tracey Horey is a 20 year veteran of the Automotive industry and has been writing Automotive content and helping Dealerships optimise their digital space for over 15 years. Her experience working with various sized dealerships and her passion for exploring and understanding new tools for the auto industry has given her an in depth understanding of the challenges all dealerships face in a changing landscape.

accounts@livechatagent.com.au

1800 332 428