Live chat is often used for customer support, but you can also use it to convert leads on your website. Some customers would rather strike up a conversation than fill out a form.
Live chat has been a digital marketing standard for some time now. It provides constant support for customers and allows businesses to ‘chat’ in real time with visitors to their website. You may be asking yourself, how do I use live chat for my business?
Many companies use live chat on their websites as a means to assist customers with things such as purchases or site navigation. Some even integrate their live chat into their social media, giving their followers access to the service via a simple mention or comment.
Want some examples? Here’s what some other companies are doing:
SnapEngage is one of the Live Chat solutions that have become so popular with businesses. It's no shock that a company that sells live chat software has innovative ways of using it. For instance, when a customer hits a 404 page, they’re instantly directed to live chat support. Their live chat support even connects with site visitors on the homepage if a user goes a certain amount of time with no action.
Canyon Bicycles is a manufacturer of racing bikes, mountain bikes, and triathlon bikes. They’re popular worldwide, so it’s safe to say their consumers speak many different languages. Because of this, their live chat enables customers to connect with support teams who speak their preferred language. This multilingual support ensures all site visitors receive equal treatment.
Update: it looks like Canyon's live chat feature is currently unavailable. Let's hope they bring it back soon!
Earth Class Mail is a "virtual mailroom" provider that receives mail, scans the covers, optionally scans the contents, and puts it on a web service for users to browse. When a customer has an issue, Earth Class Mail not only helps them via live chat, they also convert them into a lead. They do this by providing a call-to-action in the live chat when the feature is in offline mode, giving the customer a chance to leave a message.
Chegg is an online book renting service used by college students. Their customer support chat fits their persona perfectly. When faced with an issue (usually when a student forgets to return his/her book) a user can simply tweet @chegghelp. A customer support representative instantly makes contact with them and connects via Twitter’s private messenger to address the problem. Twitter, being popular with this age group, provides easily accessible support for Chegg customers.
HubSpot is a software developer that provides an inbound marketing and sales CRM and direct support to their clients. Not only do they provide clients with the ability to use live chat in sites of their own, but they have a good live chat setup themselves. Their chat provides users with a link that automatically books a meeting with a representative, allowing them to connect efficiently with clients.
When a lead has already engaged with the HubSpot sales team, their software can route messages to the sales representative the visitor has already been assigned to. This is called their “team” feature. You can also customize each sales representative’s chat thread with colors and sounds to be unique.
How Could You Use Live Chat?
Most big businesses use live chat regularly. However, there are more innovative ways to use this feature that go outside of standard instances of customer support. Your company can use it to convert leads, connect with clients and partners, and appeal to customers on an international level. All you have to do is implement it on your website.