Businesses have been coming up with lead generation solutions and strategies to gain customer loyalty. Website chats are one of the great online customer service channels that can be used to provide a good customer experience. This article will discuss how website chats are relevant for lead generation.
Website chat and lead generation
Website chat is a low investment way for you to generate leads for your brand. It is also a way for site visitors and customers to ask questions and get answers from the brands. Website chat also matches the definition of a modern consumer; they want quick answers to their queries, but they don’t want to go through too many steps.
If your website doesn’t have the answers or too many steps to consider, it is oftentimes these unanswered queries that prevent your website from generating any leads. This is why top-notch companies have worked extensively on making their websites user-friendly. There are plenty of reasons why website chat is a great idea for lead generation for your brand;
- Guidance throughout the entire website: Live chats on the website are a channel that is both on-site and real-time, making it a perfect channel for nurturing your website leads at any stage of the customer’s journey throughout your website
- Money saver: The live chat option is much cheaper than a phone call, and also much faster. Also, the chat agent can cater to multiple customers at the same time, instead of having just one phone call with one customer
- Customers love a website chat because it is plain and simple. Website chat is more convenient than having to wait in a queue
No doubt, website chat is an incredibly powerful way of generating and nurturing new leads for your business.
Website chat features for lead generation
The reasons why website chat should be considered for lead generation do not stop here. There are also features included that would add sales power to your chat support.
1. Registration form
A registration form dialogue box appears to unidentified visitors whenever they visit your brand website. This form can make it easier to pursue leads later on, in case these visitors become qualified for leads later on.
2. Customer contact area
Connection and understanding are how you can build and nurture relationships with your customers, and in turn, earning such trust can help your brand earn the customer’s loyalty. How you can make it possible is by setting up lead profiles containing their basic information regarding your products or service, which are easily accessible to you. For instance, while the customer’s profile is built on your website, an agent will be able to access his past interactions with the brand.
3. Widget router
Website visitors do have a preference for things to look at on your website. Some will browse through the online store, while others prefer reading different content on your website. Some visitors might be accessing your website on the desktop, while others on their smartphones. To maximize the chances of lead generation, the approach you use to chat with the visitors can also be varied. You can use a different chat language to communicate with the visitor. You can even set up rules that allow the selection of different chat behavior depending on the information available about the site visitor.
4. Audio call
It would also be wise to add the audio call option in the website chat. It is quick, easy, and much cheaper than the phone service. When either the participants (customer or support agent) feel that the query can be resolved through an audio call, they can simply send an invitation for the call. Audio calls can make the interactions seem more personal.
5. On-page guidance
It can be quite a cumbersome process to explain things over chat, especially when it requires taking multiple steps. That is where on-page guidance comes in, where your support agent can take the customer by the hand and guide them to the page they were looking for on your website. For instance, if customers have certain items added to their carts, they can simply be provided links to other relevant items.
6. Live translation
Language barriers are pretty common in online stores, especially when your customers are from different regions around the world. If your support agent doesn’t speak the same language as your prospective customer, it can create miscommunication or misinterpretation. With the live translation feature, chat messages are translated into the required language, available at their disposal. Live translation is also cheaper than having to hire a human customer support agent that can speak the required languages.
In summary, website chat can be pretty useful for generating leads by providing real-time assistance to the customers, creating a great mobile service, personalizing the digital experience, and many more.