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Live Chat Case Study- Local HVAC Contractor

by | Jun 1, 2021 | 0 comments

Live-chat-Case-Study

Do You Use Live Chat? Wondering If This Will Increase Your Website Leads?

In this Live Chat case study, you’ll learn how impactful a fully-staffed live chat service can increase your leads by as much as 45%.

Summary:

When our HVAC client first came on board, they were just coming off a bad experience with another digital marketing agency where they got less than stellar results. This agency had over-promised and under-delivered to the point where the relationship had soured. So we had our work cut out for us and we were up to the challenge. Because of these negative experiences, here at Triple Your Clicks, we were focused on implementing strategies that would allow for a small investment, prove our results and build trust. Slow and steady wins the race frame of mind. So we started with a reasonable monthly Google Ads budget and with our guidance, we helped them reach their goal of increasing the number of new HVAC system sales. 

This HVAC contractor opted not to purchase our Live Chat Service when they first became a client. We always present Live Chat as an option. However, they were only interested in our Google Ads management with high converting HVAC landing pages. After nine months of working together, I approached the decision maker again about considering live chat as a recommendation to generate additional leads. I offered a 30-day money back guarantee, knowing the following statistics:

  • 53% of customers would prefer to use online chat before calling a company (Source: Harris Research)

In addition, our other clients were experiencing a 45% increase in leads from using our live chat so I was confident this client would too. 

Resolution:

We implemented our live chat service which is a 100% “done for you” service.  Lead information is captured in real-time and delivered via email. Not only do you receive contact information (Name, Email, Phone number) but you also receive the full transcript of the conversation between both the online representative and the chatter.  This way you know up front what problem they’re having and why they contacted your company for service. It’s a proven and easy transaction to capture lead information.

Results

Here are the Live Chat case study results we were able to achieve for our client:

  • Conversion rate improved a remarkable 45%
  • Cost-per-lead was reduced by 32%.
  • Monthly budget never exceeded their desired level
  • After 3 months of live chat, I received a call from my client asking how we could get more live chat leads. He said the leads were of higher quality compared to a phone call and cost 32% less.

Live Chat Case Study Conclusion

Without a doubt, live chat is an essential tool for businesses of all sizes and sectors. With the right strategic live chat partner and ease of use software, you can realize a significant increase in website leads, deliver 24 hour  customer service that will enhance the customer experience for your website visitors.

Todays consumers expect 24×7 instant response when visiting a website and that’s not slowing down. Adding live chat to your website will open up new opportunities, provide better ways for you to understand what your customers are searching for, and stay ahead of your competition. 

For Live Chat to work well, the organization has to do it right. Here’s what you should look for:

  • Choose a company that is staffed by industry trained, professional representatives 
  • Easy to set up & reasonable pricing
  • Choose a company who will only charge you for valid leads

In addition to more leads at a lower cost, you’ll also get the added benefit of:

Bonus 1: Live Chat is an excellent tool to build your email data base for future email marketing.

Bonus 2: Utilize live chat script data (it’s a gold mine) for keyword optimization for SEO, Local SEO and paid search (PPC) campaigns. 

Give us a call at (407) 753-1309 or email us at info@tripleyourclicks.com if you would like to discuss our Live Chat Services and how it can help you too!

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