In today’s world, it seems like everyone wants immediate attention and answers to their questions. With the Internet making it possible for people to find things at the click of a button, if you are driving individuals to your company’s website and don’t offer a way for them to instantly interact with someone, should they need to, you will likely lose their interest and their business. Chat provides a way for you to communicate with people interested in your products and services and keep them satisfied. We are going to review some ways, as an organization, you can utilize online chat in your marketing efforts.
How to Utilize Online Chat in your Marketing Efforts
As mentioned above, people seem to be more on the go these days than ever, and want prompt solutions to their problems and needs. This means that when someone has come to your company for a solution, you need to be able to provide them immediate answers and assistance so they don’t turn elsewhere.
When it comes to people finding your website and trying to interact online, chat can be just what they are looking for. 92% of customers feel satisfied when they use a chat feature when dealing with businesses, more than any other communication option. To add to that, 50% of consumers say that having a live person answer questions in the middle of a purchasing decision is one of the most important features a brand can offer.
When you combine chat with your marketing efforts, you can not only provide answers to your customers and potential customers, you can enhance their experience and take your interactions to the next level. There is a lot of value in chat on your website, especially when you use it to send marketing messages.
Let’s review how to utilize online chat in your marketing efforts.
- Add Marketing Messages in Your Chat: If your website’s chat functionality will allow you to, create custom welcome messages to people using the chat feature that mentions recent promotions, new items, or other things you want to highlight. If you are launching a new product, the first question your chat session could ask, is something like, “Hi! Are your reaching out because you are just as excited about XYZ product that we just launched, as we are?” Even if the user didn’t know about that product when they started the chat, now they do and it may create an interest. If you have specials running, mentioning them in the chat can also create awareness.
- Gather Leads: One of the best ways to utilize chat in your marketing efforts, is to gather leads. You need to utilize the chat feature and not only use it to communicate live with customers, but also to gather leads. Not every person who is communicated with in your live chat will convert to a sale immediately; however, they were looking for your products and services, and are a warm lead for your organization. Use their gathered information to reach back out via another form of communication. Stay at the front of their minds. Maybe they were looking for something you didn’t have at the time they reached out, but now you do. This is the perfect time to use their gathered contact information to connect with them again and let them know about the new things you have to offer.
- Identify Cross-sell and Upsell Opportunities: When users are using chat to communicate with your organization, they are engaged. What a perfect time to ask questions and identify cross-selling and upselling opportunities. While the customer may be inquiring about a specific product or service, if the right questions are asked, you may find that there may be another solution that will also work for them, maybe even better than what they were looking for.
- Enhance Customer Satisfaction: A happy customer is one that is likely to stay around for a long time. Live chat is a great way to improve customer support and provide a memorable customer experience on your website. As we mentioned above, 92% of customers feel satisfied when they use the chat feature when dealing with businesses, more than any other communication option. That is a huge. Chat makes consumers feel connected to your business, and in turn, builds loyalty and trust. One study found that 90% of customers said that live chat gives them confidence that they can get help if they need it, and increases their trust in the business.
Chat is no longer just a feature customers look for when they are interacting with your company’s website, it is something that many expect, so why not utilize online chat in your marketing efforts?
Chat gives your company an additional way for your website visitors to interact with your business. From gathering reviews, to messaging customers about appointments and collecting payment information, chat can save customers and your business time, all while increasing interactions with your company.
With Water Bear Marketing’s chat feature, you can collect your website visitors’ contact information so you can follow up with them later and continue the conversation. Contact us to schedule a free consultation today.