Start a Conversation with your website visitors (24/7) and get more leads….. With on-the-spot Live Chat customer service.
What Is It?
Live Chat is a simple, low-cost way for you to provide customer service to your website visitors 24/7. A full service live chat service has professional representatives standing by 24/7 to “chat” with your website visitors and are trained to answer questions based on a predetermined chat script designed by the website owner.
Live Chat adds an additional channel of communication and eliminates possible frustration for visitors in a hurry, looking for answers RIGHT NOW. As you are well aware, we live in an age where people want what they want right now.
Bottom line, it’s a way to offer a better overall user experience for your web visitors (which makes your visitors happy and want to do business with you). Also, the setup is simple.
What It Does
By offering live chat you’re essentially offering 24/7 customer service support on your website, live chat allows you to engage with your visitor, answer basic questions and move them to the final stage in your conversion funnel, capturing their contact information. Once the visitor’s contact information is captured, bingo! You just received a warm lead, standing by, waiting to be contacted, and in need of the services your company offers.
Our clients have seen as much as a 45% increase in the number of website leads just by adding this service. Not to mention the price per lead is significantly lower than the average cost per lead with pay per click.
Not only can live chat increase the number of website leads at a reduced cost it allows you to build your database which can foster future revenue streams and maximize the lifetime value of your customer.
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Quality of Leads & Billing
When looking for a good quality live chat service, there are a couple of things to consider.
First find out how the company bills for each live chat lead
Usually this is a flat dollar amount. In addition, you want to be sure and find a company that only bills you when a “real” lead is captured. Stay away from companies who insist on billing for every lead regardless. Or worse argue with you over what is considered a “qualified” lead. The only time you should pay for a lead is when it’s a qualified lead and a quality live chat company understands this. In fact, a good live chat service will “weed” out these leads before you even have to bring it to their attention.
A good example of a non-qualified lead
Recently we had a client who received a live chat from a church asking if the HVAC company would be willing to donate a new A/C system. This is not considered a qualified lead and therefore was not billed to the company.
You also want to do your “due diligence” when looking at the quality and professionalism of the live chat representatives. After all, these are the people who will be interacting with your website visitors. It’s important that you establish up front how each basic question should be answered. Usually this is the basic information you already have on your website. Anything in more detail is turned over to the business for a company representative to answer. Remember, the live chat representative’s main agenda is to capture the web visitors contact information and create a warm lead for follow-up.
A good quality live chat service is exceptional at securing contact information from web visitors who choose to chat. They’re extremely good at what they do.
How Can I Add Live Chat To my Website?
It’s as simple as adding specific code to your website and / or landing pages, customizing your chat window and complete a custom FAQ / response guide. That’s it!
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How Are You Notified When You Have A new Website Lead?
Once you have live chat set-up on your website, you’ll receive an email, in real-time when a live chat occurs. You will see the entire dialogue between the representative and the “chatter” so you will have all the details as to what services / products your website visitor is looking for and the best way to reach them.
You may also add additional email addresses so more than one person within the company is getting notifications of each live chat lead. This is not only recommended but highly advised because you don’t want to miss this valuable lead source. Live Chat leads are like any other lead, contacting them right away is critical to closing or scheduling an appointment.
Is Reporting Available?
Most definitely. As with all lead sources, live chat can be tracked and leads are transparent with exactly what took place during the live chat conversation and who the chatter was. This makes it very easy to see how many leads came through the live chat widget and which leads turned into revenue so businesses can determine the value and ROI for the live chat leads.
Is there a contract?
No, most vendors do not require a contract. If for some reason you decide the lead source is not working for you, simply remove the code from you website and the live chat box will disappear and you will no longer be billed.
Here is an example of what it would look like on your website and landing pages:
(The chat box can be seen in the bottom right hand corner of your screen)
This is just an example, you can customize the live chat box in an array of different styles and colors that blend well but stand out with your website brand colors and logo.
Engagement is a key component of an effective website. Afterall, the main reason companies build websites is to capture leads or generate sales. Live chat not only improves engagement but encourages and assists visitors further down the conversion funnel in a helpful, professional manner. Making your brand stand out and look more authoritative.
Our current HVAC contractors are seeing on average, an additional 30% to 45% increase in leads a month during the busy air conditioning season and about half that during the slow season (depending on the amount of traffic).
Just last month an HVAC client received 2 live chats, one turned into a service call and the other for a new system installation. Total revenue generated: $4617, the contractor paid $20 per live chat lead!
In addition, the Live Chat plugin for WordPress is available for simplified installation taking no more than a couple of minutes to download. It also works well with other websites platforms.
So gone are the days of thinking you don’t have the time or staff to manage this type of service. With live chat services you can add an additional layer of staff 24/7 who are professional, knowledgeable ready to answer questions with a pre approved script by you on basic details about your services with one goal in mind; to capture their contact information.
The best part, you only pay when a QUALIFIED lead comes in.
If the visitor is not in your service location or looking for services that are not relevant to your business, you won’t be charged. When a live chat is complete and the contact information has been secured, You’ll receive a complete script of the conversation via email in real-time. Each lead is billed to you in the amount of $16 at the beginning of every month and you’ll receive a detailed report with each chatters contact information and that’s it. And there’s no contract, if it doesn’t work for your business, simply remove the javascript code and the chat box will go away. We can also help you with the javascript code if you don’t have an IT person on Staff.
Just think how many more leads you can get when your busy season kicks into full gear!
Get an edge on your competition by using live chat and realize a much better return on ad spend. It’s an inexpensive, quality lead source.
Bottom line, offering live chat not only increases the number of leads from your website visitors but also gives you a chance to engage with your visitors and start building a relationship to do business together.
Call 407-459-8804 or visit https://try.tripleyourclicks.com/live-chat-leads/ and we’ll get Live Chat up and running within one day.