The Benefits of Live Chat Marketing

In the ever-expanding digital world, there are tons of new marketing methods to bring awareness to your brand, increase traffic, and conversions. The question is often which one do you focus time and attention on?

Well, have you considered live chat marketing? If not then we highly recommend adding live chat to your customer’s experience. Live chat marketing is a wellspring for potential customers! Clients visit your site, see a “chat now button” and have instant customer service. Chat marketing has various benefits that often go unnoticed.

Let’s explore the benefits of implementing live chat marketing on your website!

An integral benefit of chat marketing is the power of interacting directly with a customer in the beginning stages of their purchase journey. Chatting with a live person is more likely to result in conversions than marketing efforts that don’t offer the same personalization. The power of interacting directly with customers in the beginning stages of marketing can make a seamless conversion. The direct contact with the brand improves the overall support experience for the customer and thus increases conversions.

Live chat helps with customer acquisition and onboarding. Customers feel valued, respected, and listened to when provided support to questions and concerns. Customers are more likely to take your product or service when they have support in their decision, answers to questions, and one on one contact. This ultimately can increase conversions, and support your overall sales.

Having live chat available supports building relationships with the consumer. Building reputable relationships between your brand and customer is key to keep your customers returning. Your brand representative, or agent, has the opportunity to analyze the needs and tone of the client, thus being able to adjust their response to suit the needs of the client.

Live chat can support increasing internal productivity.

Increasing internal productivity and efficiency also help any business be successful. With live chat, a customer agent has the ability to multitask and chat with several customers at once, versus one phone call or email. It is manageable to have several simple customer inquiries at one time, but if there are more detailed questions and research needed, best to focus on one or two customers.

Additionally, scheduling multiple agents to fill a 24/7 hour timeline with live chat will also support internal productivity and full-time customer attention! With a variety of live chat software available, look for the one that suits your needs to operate a full team, emails, and other channels.

Our last note of benefits is Live chat provides valuable data!

With live chat support, you are able to gain data from consumer decisions. Different pieces of software have different options for organizing and storing your data.

Initially, you can build your software chats and organize them into the data that informs your internal teams. Consider starting with a collection of tags and have them tag their chats for troubleshooting, or solutions etc.. Tagging will help to understand the spots that need more immediate attention, pr write up more q&a for customers.

This data is helpful for the automation of lead acquisition and can improve your customer engagement. Utilizing automated quizzes, discounts and gamified chat flows can take customer engagement to the next level.

Later on, you can export data to other methods that will help your marketing team understand the conversions. You may even be able to integrate live chat with Google Analytics or Hubspot for a more in-depth look at conversions and how they are affected by certain keywords.

Customize live chat for your business with what you need, or include it all! We recommend checking out some of our favorite software like Zendesk, Intercom, Manychat, LivePerson, Podium, Interact, FreshDesk, or Zoho Desk which allows for scheduling agents as well.

Now knowing the various benefits of live chat marketing, we highly recommend you implement this valuable resource in your digital marketing methods! You can include live chat on your website, in-app, or over the phone.

The best way to use it is as a supplement to other customer service techniques like email and social media. It’s most effective when used between reps because they’re able to share their screens with each other for visual aid, which makes things much easier for the customer.

Happy live chatting!