Live chat is a tool that little by little becomes indispensable for all websites that care about providing first-rate customer service.
Here are some statistics that reveal where that statement comes from:
- Live chat has the highest customer satisfaction rate at 92%;
- chat users are 85% more likely to become customers;
- 79% of consumers prefer chat because it offers instant responses;
- after using it for a year, 43% of companies said they know their customers better;
- For 41% of consumers, it is the preferred channel to contact support teams;
- 33% of consumers who used it are likely to return to that website.
This data collected and published by 99 Firms shows that the current usefulness of live chat is not accidental, but is born of changes in consumer tastes and behaviors.
And a closer look reveals another truth: it can be used as a tool to strengthen the marketing funnel to its fullest extent.
TOFU, MOFU or BOFU; prospects, leads, MQL, SQL and clients; with pre-sale care or in the post-sale care process and even during the purchase itself. Live chat allows you to streamline actions of each phase.
So here are 5 ideas for using your website’s live chat in the marketing funnel, these can be put to work by even low-cost websites on the smallest budget.
1. Alert about your lead magnets
If generating leads is what you are looking for, you already know that lead magnets are an excellent way to achieve them.
According to famous children’s book illustrations It can be an eBook, template, report, infographic, free trial, or any other product / service whose “payment” is that visitor’s contact information. The classic ways to promote this type of content are landing pages and banners, but you can also use your chat for it.
Think that there is a new visitor on your blog and they are reading content from the initial phase of your marketing funnel. If the topic of your lead magnet is related to the post topic, you can use a proactive invitation (automatic message) so that from the chat they get that content that might interest them. Sure, in exchange for your email.
You can add the link on the page to download the lead magnet to your message or even add a field in which to write the email directly.
2. Suggest other posts on your blog
In the same way that you can alert about your lead magnets, you can also send suggestions for content related to the post that your visitors are consuming at a certain moment.
This is applicable in all phases of the marketing funnel and it is a strategy that can turn that funnel into a true slide down which your visitors descend quickly and more qualified by consuming the right content to nurture them.
The best recommendation to keep in mind is not to jump into sales-related content too quickly. That is, respect the stage in which each visitor, lead or prospect is, so that the content remains relevant. For this, you can rely on cookies and CRM software.
Even consider using this strategy with active customers, who might be looking for new solutions offered by your brand or how to get the most out of the products or services they already purchased; a perfect opportunity to delight customers.
3. Convert and sell
Once a lead has shown interest in your content and enters the decision stage, they are already considering whether the solutions offered by your brand are the most suitable for them.
At this stage, a timely message can increase your conversions exponentially. After analyzing the buyer journey, you could recognize which are the contents that most help your brand to convert leads in order to suggest it to new leads and convert them or generate a sale.
However, it can be difficult to deliver the right message, at the right time, and to the right visitor.
So the next best thing you can do is to have an efficient live chat service, where all messages are answered by an agent immediately.
In this regard, 99 Firms share other revealing statistics:
- 60% of customers expect an immediate response, but are willing to wait up to 10 minutes;
- Only 14% of B2B companies respond in less than 5 minutes. Taking more than this time reduces the chances of qualifying a lead by 400% and the chances of making contact by 1,000%;
- 95%% of consumers would accept a slower-paced chat for better quality service.
Interpreting these statistics tells us that clients seek immediate attention and that failing to provide it could mean missing great opportunities. However, they are willing to wait if the care is of quality.
But don’t let the latter go to anyone’s head, the motto of live chat support is “the sooner the better”.
4. Sell more!
After the thank you message for finalizing a purchase, customers usually check the purchase receipt or their email if it deserves it. But if the customer continues to browse pages on the website, that could indicate that they are interested in more products or services. So why the chat to follow up?
At this moment you already have his name, so you can make personalized messages. Likewise, you know the solutions you have purchased and you may also recognize the content you have consumed, more than enough information to create a profile that allows you to learn about other products and services that may interest you.
Use live chat on your website to shorten the time it takes for a customer to go through the marketing funnel again.
5. Simply offer help
Some people may come to your website and don’t know where to look for the information they want. This is a common scenario if you have numerous options in your menu or if your ecommerce has an extensive catalog.
So be proactive and simply offer help to your visitors. These are some examples of messages that might apply in certain scenarios:
- “Hi! I see you are looking for umbrellas; can I help you choose the ideal model? “
- “Hi! Ask me any questions you have about our plans. “
- “Hello, can I help you with something?”
And like you are, there are hundreds of ways to offer help to visitors. The best thing is that this is an idea that applies to any phase of the marketing funnel, since doubts could arise at any time.
If this strategy works, it could help you improve your FAQ section, as well as the messages from agents or operators, who could handle scripts that leave them more prepared to offer help and respond in a timely manner to any queries.
One strategy that some brands apply is to use proactive invitations in their FAQ section to send messages to clients of the brand who are on these pages, in this way they solve their doubts quickly and delight them with their service.
Get the most out of this tool and use it to have more marketing awareness, improve post-sales customer service and increase the number of sales that occur in the initial phases of your marketing funnel.