Live chat is a superpower that most marketers are yet to figure out completely. In the world of customer support, the need for personalised and relevant interactions is more than ever. Live chat has emerged as a tool with one of the highest customer satisfaction rates.

A lot of companies out there still think live chat is only for answering queries. They are yet to understand its potential for lead generation and conversion.

Let’s take a peek at how a fully-managed live chat fits into your marketing strategy, and how you can use it to maximise the effectiveness of your marketing campaigns.

Make the Chat Agents Aware

A fully-managed live chat can support a marketing campaign when chat agents know such a marketing campaign is happening. You need to get them up to speed with what’s going on and educate them.

When a new campaign is rolled out, give the team a heads up so that they know about the incoming traffic and they are ready for the onslaught of queries. If your campaign is happening in a particular angle, the chat agents can be prepared to match that tone in their conversations too.

If there’s an influencer connected to the campaign, it could bring in an influx of new traffic. Chat agents need to be aware of the influencer and his/her connection with the product. This helps the agent to influence how a customer relates to your brand. This also helps the customer see the live chat services as part of your team rather than a disconnected third party service with little information on what they are looking for.

Knowledge Base Update

Live chat agents need to update themselves about all products and offers from your brand. Can you imagine your customer going to live chat for advice and finds out he/she knows more than the agent about the product?

If there are any offers or deals, your chat agents should know about them first. They need the new information to be fed through the chat through which value is generated for the customer.

If it’s too much for you to handle it yourself, you could consider a fully managed live chat services to work for you. You get a team of trained and skilful live chat agents with all updates and quality checked for you rendering professional live chat services.

Proactive Strategy

Studies have shown that people who use live chat are 85% more likely to become customers than those who don’t. When people are actively shopping, a message or a targeted ad can be just the push they need to make a purchase.

A proactive strategy ensures you target high-intent pages and doesn’t let anyone leave without getting prone to act positively for your brand. Your website analytics will tell you where you want to target your customers – product pages, pricing pages, trials, discounts or even homepage.

Customising an initial message or asking them directly if they have any questions, gives the website visitor a real-time experience enriched with value. Proactives can be used as adverts also which converts browsing site visitors into qualified leads.

Chat Data

Use of data from the chat to inform marketing strategies is one major advantage live chat has. You can use this data to send more targeted messages thereby increasing conversion.

Analytics and third-party integrations to the live chat software can automatically identify and qualify high-value leads. They let you know when to engage and how to make it effective.

The data allows you to collect information about a customer, follow up their query with customised emails with the kind of content they discussed. Such personalised and engaging experience get them connected to your business directly and turn them loyal to your brand.

Sales Funnel Optimisation

A marketing strategy becomes effective when you channel potential customers through the sales funnel and ultimately turn them into customers. A fully managed live chat services provider helps you do exactly this.

An HBR study points out that responding within an hour of initial contact increases the likelihood of qualifying leads by 7 times. Responding to and engaging prospects instantly leads to retaining more leads and speeding up the sales cycle.

Talk to your potential customers in the right context, right away. Through the live chat, an agent can quickly identify a qualified lead and thus save time to know if the customer needs matches with your products or services.

Live Chat Streamlines your Marketing

The success of a marketing strategy hinges on reaching the right person in the right place at the right time. Live chat services allow this reach without spending a fortune.

With the dawn of live chat services as a happy medium between your business and your customers, it not only supports your marketing efforts but is an inseparable part of your marketing strategy.

• 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