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THE ULTIMATE GUIDETO GENERATE LEADS VIA YOUR WEBSITE

CONTENT

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1. Does Your Business Have A Dream? 2

??2. What is Live Chat? 3

3. Live Chat in Industries Today 4

4. Why Your Business Needs Live Chat 7

6. What the research tells us… 11

How Live Chat can help 12Digital Marketing Activities

5. Use Live Chat as a Complement 10 Rather Than a Substitute

1

A dream of devising the perfect way to acquire new customers?

Picture this:

You do what you are great at. Customers discover your company and express interest in your offerings. You know where they are from, their wants, wishes and buying behaviours. Where you can reach out to them as and when they access your website, without any barriers. You get to clear their doubts instantly, establishing a connection.

The high point of this dream? You learn about their preferences, their needs and are able to close sales with low costs and high satisfaction.

This, however, is no longer just a dream. It is now a reality. It is live chat.

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DOES YOUR BUSINESSHAVE A DREAM?

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of customers consider live chat helpful 1

90%90%

1 ATG Global Consumer Trend Study, 2010

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To be precise, live chat is an engagement solution that is used by companies on their websites to communicate with the visitors in real-time and engage with website visitors. While some sites offer a chat button for visitors to click on, others have proactive pop-up chat windows which greet a visitor asking if they need any help. If the person is a repeat visitor, their chat history is automatically available to the live chat representative. This helps in resolving questions more quickly and efficiently.Have a look at the data below:

Live chat is now the future of meeting customer satisfaction. It helps potential customers connect with your brand in a better way by engaging them with your team. Customers want to be heard, and live chat provides exactly that – an opportunity to be heard with a 24/7 online presence and direct customer engagement regardless of industry.

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WHAT ISLIVE CHAT?

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??

2 www.blog.zopim.com/2014/11/13/infographic-theres-a-chat-for-that/

of customers prefer live chat because they are not put on hold 2

42%42%

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LIVE CHAT IN INDUSTRIES TODAY

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Live chat is suitable for just about any market segment. If your business has a website, you don’t only need to attract traffic but also engage with them. Doubt us? Have a look at these stats across industries.

3 Aberdeen. “Live Chat: The Gift That Keeps On Giving.” 2015

Companies that use live chat save up to 50% or more on support costs 3

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Live chat brings measurable benefits to real estate brokerages. On an average, live chat leads generate a 36% increase in lead generation. Of these, 7.5% result in a transaction.4

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Real Estate

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According to 44% of consumers, having their questions answered by a live agent while in the middle of an online purchase is one of the most important features a website can offer.6 Live chat assistance has also been found to decrease cart abandonment by up to 30%.7

4 Real Trends. “The Efficacy of Online Live Chat Services for Real Estate.” 20155 Accenture. “Automotive Digital Survey.” 20156 Tagove - www.tagove.com/does-ecommerce-business-really-need-live-chat-statistics-infographic/7 Happyfoxchat - www.blog.happyfoxchat.com/focus-live-support/

E-commerce

7 in 10 prospective customers favour a chat with an auto dealer before they decide to purchase a vehicle. Customers seek information that is tailored to their needs and prefer having an online chat with the dealers when researching for a new car.5

Automotive

LIVE CHAT IN INDUSTRIES TODAY

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Live chat can help with customer retention by offering suggestions for booking and pricing queries, and to resolve customer complaints quickly and efficiently.

The key point? Around a quarter of website visitors prefer correspondence before making their purchase.

8 Social Market Foundation. “Balancing Bricks and Clicks.” 2016

Hospitality

Live chat increases sales and productivity in a complex and highly regulated insurance market. Statistics8 say that consumers buy insurance online –

Insurance

LIVE CHAT IN INDUSTRIES TODAY

Offering live chat on dental websites is a proven marketing idea to get more patients. Patients have someone to immediately walk them through a treatment in case of any doubts, which can make or break an appointment.

Healthcare

70%of consumers

buy or renew car insurance online

67%of consumers buy

travel insurance

62%of consumers buy home insurance

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WHY YOUR BUSINESS NEEDS LIVE CHAT

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77% of customers have correspondence with a real person before making a purchase, and over a half say that a lack of interaction has caused them not to purchase.9

9 Tagove - www.tagove.com/does-ecommerce-business-really-need-live-chat-statistics-infographic/

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W W W . C O M M V E R S I O N . C O MWHY YOUR BUSINESS NEEDS LIVE CHAT

Bounce rate reveals the percentage of people who left a given page without viewing any other pages. A high bounce rate means a missed sales opportunity.

Visitors may have some queries or seek more information regarding some product, pricing, promotion or available stores. Live chat agents can engage with such visitors and help to keep them on your website longer. This, in turn, gets you more leads.

Reduced bounce rate on your website

Live chat service on pages with high exit rates can help engage visitors. Indecisive visitors may have questions or face difficulties and would prefer an answer in real time. Live Chat helps to address this promptly. Live chat is beneficial in fulfilling this need.

Likewise, some visitors who land on your website have a purpose in mind – they know what they are looking for. Live chat assistance helps engage these visitors by asking them questions that could qualify them into warm leads. These leads can be contacted by your sales team as soon as the lead is integrated into the CRM system.

Turn visitors into customers

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W W W . C O M M V E R S I O N . C O MWHY YOUR BUSINESS NEEDS LIVE CHAT

A common grievance among customers is not getting good support and concerns going unaddressed. Live chat lets your website visitors know that you are available to provide instant solutions to their problems. This kind of

Enhanced customer service

As per a survey by eDigital Research, live chat has the highest satisfaction rate

of all customer service channels.

73%

customer support is an important factor which contributes to the success of your business. As per a survey by eDigital Research, live chat has the highest satisfaction rate (73%) of all customer service channels.

Likewise, your website may appear welcoming (technically), but what if even after users click on every page, they still have a query? The best way to tackle this is to deliver true personalisation to every visitor. To ensure that, Live Chat combines smart interaction based on what a user is doing, with real people.

Thus, be it new customers or existing ones, provide them the flexibility of clicking on the chat button rather than getting on call for immediate redressal.

Let’s have a quick chat before we tell you how.

If you’re buying a bottle of wine, how would you find the best wine shop? You’d Google, right? After Google provided a list of names, you’d choose one and then start navigating to this store.When you reach, you notice that there’s no one to provide any assistance or guidance. How would you feel?

Lost and helpless? Would you pay them a visit again? The obvious answer is, of course, no.

Similarly, think of your website without any assistance. When visitors land on your website after finding you through a search engine, they are optimistic about the product or service they are searching for. Chances of initiating a sales cycle are higher if you approach the visitor that very moment. In fact, it’s higher than email assistance, where responses arrive later to their inbox.

This is why a Live Chat function is an effective complement for Digital Marketing. Live Chat allows visitors to establish contact with you when they are looking for some help with your service or product.

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USE LIVE CHAT AS A COMPLEMENT RATHERTHAN A SUBSTITUTE

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Live chat agents solve most problems in an average of 42 seconds(same as link 2)

5

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WHAT THE RESEARCHTELLS US…

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Between January and July 2014, nearly 5 % of website visitors in the UK were converted into potential clients, excluding the travel domain. Recent Statistics: let’s look at IMRG Capgemini sales index 2016 states that the UK e-retail sales grew by 22.9 % in November 2016 – highest since December 2010. And the conversion rates increased to 5.2%.

Furthermore, the index also revealed that Britons spent an estimated £16.45 billion shopping online during November, which was again the highest shopping month ever recorded by IMRG – this clearly suggests why Live Chat is a must-have especially for eCommerce.

According to 78% of customers, competent service reps make for a happy experience10

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10 www.helpscout.net/75-customer-service-facts-quotes-statistics/

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PPCIt is not just enough to get started with PPC. Whether you’re able to translate it into on-site conversions is the question you need to ask. But, if the answer is a no, then your website is surely leaking valuable prospects. So, you need to plug the gaps with a targeted engagement strategy based on the advert that is clicked. We can help your money go further with conversations that convert.

Social MediaA recent survey revealed that, whilst many companies spend big money on social media, only 11.5% of them are able to see the effect of social media on their bottom line. To leverage social media for ROI, you will require a robust tool that could bridge the gap between creating awareness via social media and generating ROI in the form of leads. Live chat helps convert inquiries on websites into leads through the traffic coming from social media. This not only results in higher ROI, but also helps companies deliver both an exceptional customer experience and generate leads.

HOW LIVE CHAT CANHELP DIGITAL MARKETINGACTIVITIES

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Email marketingIn Email Marketing, personalisation and optimisation are everything. Building the bridge between email programs and the brand, Live Chat enhances the ‘click-through’ experience with real, human conversation.

Qualified leadsWe understand what makes a good lead for you, as we craft conversations that get you key qualifiers – providing what you really want.

SEO resultsGoogle uses various triggers to identify a website’s rank worthiness on a particular keyword. Two triggers of their extensive list of triggers are "Time on a website" and "the number of internal pages a user visits" within the website. Live Chat agents are readily available to answer all of a visitor’s questions and refer them to other pages on your website. Thus, you can be assured that visitors will stay on your website longer. This will allow Google’s algorithm to recognise your website and improve its rankings over a period of time.

HOW LIVE CHAT CAN HELPDIGITAL MARKETING ACTIVITIES