Anchal Pandey

February 28, 2018

Does live chat generate leads in B2B?

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Can you communicate with the buyers and the vendors in real time using live chat?

So, the answer is, YES!

According to a study conducted by Kissmetrics, 44% of the online users say assert that having their queries answered by a live person during the online purchase is one of the most necessary features a website can offer. Moreover, 63% of them said that they would most likely to return to a website of that kind.

For your business, live chat can give you more leads, more conversions, and customer support. How?

We would be covering that one by one.

Want to attract your buyers?

Buyers in today’s day learn things through the web and go to your website for the desired content.

If you don’t reach out to them in a proper way, they are never going to come back. Maybe some will come later after they have searched the competition but till then you have lost the option to step early into the buying cycle.

You may also lose the opportunity of influencing their judgment process and you may have missed the boat.

Things to keep in mind while adding the live chat

You can’t add live chat as such to your website. The more you make it adaptable to your customers and your requirements. the more benefit you will derive from it.

Broadly, there is three factor that you should customize to make the live chat as efficient as possible.

  • Behavior of your potential customer

    Just by pushing a live chat session to everyone who comes to your website may cause more harm than good. By using complicated rules of engagement, the live chats will grade your potential customers, and they will invite only those to chat who are showing the desired digital body language.

    For example, if they are staying on the page for a definite time period or going to a certain page. For better results, you can also tune your engine by studying the finished chats and feeding the inferences back to the rules.

    Although the subtleness of the digital things is necessary, but you also have to think about the volume. The traffic is never constant on the website and that’s why you have to adjust the chat capacity at a moment’s notice.

    If it goes wrong then you will either miss out on the opportunities or you will waste on the opportunities that could have been easier to achieve.

  • Adjust according to the geography

    Set up the live chat function to suit your customer location. Speak their language and adjust according to their time zones, so that you can have the desired type of service ready.

  • Try to see the bigger picture

    If you want to boost the conversion rates then you can add live chat to your website. It can help you provide the insight into the current trend in the market by analyzing:

    • Chat transcripts
    • Exit surveys
    • Agent exit questionnaire.

The live chat dilemma

Some of the marketers believe that they are facing a dilemma.

They want to automate inbound inquiries for the fear of including sales too early and wasting their resources on poor quality leads. But they have a risk of getting too late to the party.

By providing live chats to the proper prospects we can have an upper hand over others.

Hence, for lead generation in B2B live chat can be used to reach out to anyone who resembles your preference, who is engaged with the content of the company or with whom you are connected. You can participate in an indefinite number of chats as long as both the parties are mutually interested.

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