Using live chat for lead generation and customer service is one of the best multi-purpose tools the company can use right now as it works to keep consumers updated.
According to a 2020 report conducted by Forrester, live chat will raise total website conversion rates by more than 40%.
When you know that only about 2% of website users convert into leads, this is considerable.
Even though 67 percent of companies use live chat for customer service, only about 37 percent use it for marketing purposes, such as lead capture on their website.
Without question, using live chat for lead generation will help you dramatically boost your sales while still putting you ahead of the competition.
Listed below are the ideas to get you started.
1. Welcome Website Users With A Welcome Message From A Chatbot.
A friendly greeting, some simple information about the site or page the visitor is on. Then various choices that interact and offer to initiate a discussion are standard features of chatbot welcome messages.
A website bot is a bot that has been translated from your website, complete with highlighted functionality and visual menus. Create a menu and inquire about the visitor’s needs.
It’s preferable to have a guided chat rather than use open-ended text or attempt to get their contact details right away. Add the following information to the menu:
- A link to your blog
- Subscription alerts are available if you are opt-in.
- Links to websites that describe a product or service
- Detailed price information
- A method of contacting customer support or sales.
2. Capture More Leads With Omnichannel Chatbots
Webchat with Facebook Messenger automation has benefits over traditional live chat. If a website guest is one of the 1.3 billion Facebook Messenger users that is logging in, you can catch them as a lead right away.
You also get the best of all worlds with MobileMonkey’s OmniChat technology. You get the instant lead catch if users are signed into Facebook.
You will also handle them with all of the same features if they aren’t signed in to Facebook. Other fantastic advantages of getting an omnichannel chatbot on your website with Messenger automation include:
- Conversations that are ongoing and track the customer’s past
- Facebook’s default contact information, including name, location, and language
- The power to send follow-up messages to Facebook chat guests and perform remarketing
3. Subscribe To SMS, Messenger, And Email Alerts.
Visitors who engage in a live chat on your website are good prospects. During a chat session, invite them to sign up for marketing alerts via SMS, Facebook Messenger, email, and other methods.
Offering VIP access or hosting a contest/giveaway are two great opt-in tactics to explore with your live chat for lead generation campaigns.
SMS opt-ins are the way to go if you want to take on a platform that your rivals cannot use.
4. Make The Most Of The Data You’ve Collected And The Bot Analytics You’ve Gathered.
To get the most leads from live chat, your live agents (and even your bots) need to know who they’re talking to.
You can build rich user profiles and audience segments by combining auto-captured Messenger data. You can also include tags, comments, chat histories, custom variables and attributes, and custom variables and characteristics.
The below are some primary places to concentrate on:
Traffic insights
Do you have trained leads and visitors? Consider looking at the referencing source, the number of clicks, and the venue. You should also consider the operating system/device, the time online, and the number of chats in your live chat dashboard.
Product opportunities
Are people requesting items that you don’t provide? The use of tags to assign frequently asked products to the sales team’s lists.
Missed opportunities: Are people inquiring about services you provide? It’s likely that the website isn’t effectively expressing this.
Top 10 FAQs
What are the most often asked questions by visitors? Consider how you can best answer these questions with your chatbot and website.
What are the most often asked questions by visitors? Consider how you can best answer these questions with your chatbot and website.
5. Automated Live Chat Help Generates Leads 24 Hours A Day, Seven Days A Week.
When you’re offline, you can use live chat to generate leads by using automation software. When only your chatbot is available to assist your website users, you must consider your plan.
You’re forgetting to think for the customer if your chatbot can’t answer a visitor’s questions, and all it does is head in for the kill, seeking to catch a new lead.
If you don’t have the ability to have live agents available 24 hours a day, the alternative is to have at least 5-7 FAQs in response to each query, with intent-based Q&A triggers.
“Forgot my password” and “Forgot my username” are two examples of popular questions or phrases that your chatbot should be able to remember.
Alternatively, it would help if you directly linked your website’s tools to resolve those concerns.
Surprisingly, if a customer’s query is so complicated and can’t respond, this is a perfect way to use live chat for lead generation.
An exit comment is what you want to do. E.g., “I’d love to have one of our experts answer your question, and I’ll forward your information to them as soon as possible.”
Using a chat form, collect their contact details and tell them that someone will answer within a specific timeframe.
The easiest way to get started with live chat and bots is to help your sales and product departments manage support requests for a month. You can also build up your knowledge base of questions and answers.
After that, you’ll have a digital FAQ for your chatbot as well as notes for your support staff.
6. Use A Pre-Chat Survey
Before the talk begins, pre-chat surveys ask the guests a series of questions. If you don’t already have customer information, ask for a name, email address, and phone number in your survey.
Regardless of how the conversation ends, you now have your visitor’s contact information, which you will use for marketing and sales in the future.
The greatest thing about surveying with your live chatbot is that you’re contributing to a customer’s profile.
You will also use the information to build audiences and advise potential chatbot marketing follow-ups.
7. Engage Visitors Leaving Your Site Or Abandoning Their Cart
Cart abandonment may occur for a variety of reasons. Perhaps the tourists were unable to locate the details they required, or the delivery costs were high.
But what if the cause was something more mundane? For example, a customer can place products in their cart to return later to pay for them.
A chatbot will engage a guest who is attempting to exit the website or shopping cart by asking them questions that will result in a lead or, at the very least, suggestions.
8. Use Conversation Routing, Lead Alerts, And Live Chat Takeover
You never want to miss out on a good one. “The chances of making a good contact with a lead are 100 times higher when a contact attempt happens within 5 minutes, compared to 30 minutes after the lead was submitted,” according to Dr. James Oldroyd’s Lead Response Management Study.
When a lead is approached within 5 minutes vs. 30 minutes after it is sent, the chances of the information joining the sales process, or being eligible, are 21 times higher.
As if live chat with chatbots wasn’t already scalable and efficient, lead alerts add to it. On the right platform, setting up lead alerts is a breeze. Features of MobileMonkey’s wise lead warnings include:
- Notifications via email and push notifications from mobile apps
- Alarms can be triggered depending on whatever conditions you choose.
- Leads from Facebook and website chat can be captured.
- Set up various types of alerts for and members of the team.
Chatbots are designed to simplify a variety of time-consuming and labor-intensive activities, so get started right away.
9. Optimize For User Experience With Mobile Friendliness And Personalization
Smart devices account for more than half of all live chats. Webchat display rules and Messenger for web chat are excellent tools for providing a better user experience to website users on any platform.
Unlike many live chat apps, Messenger chat is still mobile-friendly for users. With MobileMonkey, you can also use specialized display rules to make a video chat widget appear on various websites, user computers, and to new and returning users.
Create new webchat widgets for each situation and set view rules accordingly to display a particular webchat widget greeting on a price page. You can include a product page, a contact page, or a shipping rate page.
This is an example of how live chat can be used to generate leads. If a visitor spends a significant amount of time on a particular product feature page on your blog, you can use prompts to send them a message.
You can ask if they would like more detail about that feature and to hear more about their thoughts.
This data is now being used to generate customized service presentations via email, SMS, and retargeting advertisements. On the MobileMonkey app, all of this can be completely automated.
10. Offer Coupons, Discounts, And Free Items As Incentives
It’s time to use the data and user accounts to target the best audience members for promotions until you’ve got a well-oiled live chat for the lead generation system. First and foremost, obtain contact details.
Let’s say a site user is about to leave their shopping cart, which is usually due to a price problem. You have different types of choices here, depending on what will be best for your business.
Set a trigger for your live chatbot to approach the user with a bid if you have not yet collected the person’s contact information.
Conclusion
It is plain that live chat is the most effective sales tool for can web conversions and generating leads.
Internally, determine your conversion and revenue follow-up benchmarks, incorporate the aforementioned suggestions, and assess the performance.
You will boost the sales cycle and follow-up process right away by implementing the above techniques and connecting live chat with your CRM and other resources.
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