Recently, the sphere of digital marketing has observed a shift to the implementation of innovative solutions for attracting more customers. These include video marketing, competitions targeted at particular groups of clients, and other ways to promote your brand and increase lead generation and traffic.
Live chat is one of such methods of converting potential customers into clients and enjoying free business opportunity leads. The main thing is to know how to use the tool correctly and direct correspondence wisely to bring a customer to the desired result. Here, we’re going to find out how to master this skill and use live chats to improve lead generation.
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How to Identify Customer Needs in a Chat?
To make your live chat work for you as a lead generation machine, you should know how to use it correctly. Here are some tools that will help identify consumer needs:
- The use of chat filters
Many companies stick to using separation by categories right from the very beginning of the dialog. This tool works when the support team consists of several managers responsible for different kinds of goods or services. Thus, when starting online correspondence, offer a customer choose between what kinds of help he needs. For example, after opening a generation chat, several options appear:
- “I don’t know what model I need”
- “I can’t decide on the required size/functionality/etc.”
- “Does your company have products from domestic manufacturers?”
Thus, managers will understand how to develop a conversation further from the first message.
If you deal with live chat for real estate, you can use the following buttons:
- “I need an apartment”
- “I’m interested in private houses”
- “I need to consult on current prices on flats”
- Asking leading questions
If a client opens a real estate chat, the following questions can be asked:
- “What type of apartment do you need?”
- “How many people will live in a flat?”
If we deal with an online store for clothes and accessories, it is reasonable to ask the following questions:
- “What kind of event are you going to attend?”
- “Do you need clothes for everyday wearing or a solemn event?”
If it is a store for auto parts, then the next questions will be effective:
- “What model of auto do you have?”
- “What problem do you have with your auto?”
Questions always show interest in a client and help identify the needed kind of help.
- Applying a quiz
When starting real estate live chat, it is popular to ask customers to pass a short quiz before connecting with a manager. This step helps get quick answers to common questions that relate to all clients. Thus, when a manager is connected, he perfectly understands how to work with a customer.
Stages of Sales in Correspondence in an Online Chat on the Website
The mechanism of communication with the client for real time lead generation using chats is a complex step-by-step work:
- Identify customer needs. It is difficult to interest a potential client in correspondence, so it is important to immediately identify perks by asking questions and using the above-mentioned techniques.
- Create a sales funnel for lead generation live chat. Here, marketers usually use a classic AIDA model. According to it, each customer goes through the stages of “attention”, “interest”, “desire”, and “action”. If a customer contacts a support manager, it means that he has already passed the funnel to the “desire” stage.
- Make a smart script. Depending on the responses of the buyer, the text of the messages should change. The conversation algorithm resembles scripts for phone calls. As a result, you will get a chain that allows you to segment buyers at different stages.
The conversation in the best free live chat for website always should comprise all these stages to lead clients to purchase.
Profitable Compliments
Get potential clients interested by offering some gifts or profitable offers. In the first message, you can use a lead magnet to attract attention. The chat lead magnet is called a gift, a discount, or useful content that is offered in exchange for targeted action. For example, provide access to a free webinar after subscribing to a newsletter. Or, inform a client about a discount on the second thing for a one-time purchase in one sales receipt.
Here, note that if you use discounts or other types of lead magnets, they should be limited in time. Customers should be pressed in time. For example:
- if you buy a dress in 48 hours, you’ll get a scarf as a gift from our store;
- a 50% discount is provided on the second thing in a sales receipt. But note that the offer is valid for 3 days only.
9 out of 10 Sellers never do this in an Online Chat on the Site
Adjusting the style of chat leads correspondence for the client to feel relaxed. This helps improve client loyalty and show a user-oriented strategy. If a client starts a correspondence with “Hi!”, it is reasonable to answer “Hi!” as well. “Hello” will sound too formal and create a cold atmosphere during the conversion.
How to Warm up the Client’s Interest in Online Chat on the Website
Here, diverse methods can be used for website lead capture. The most popular ones include:
- Lead magnets. Offering gifts and discounts always work.
- Asking leading questions. If the buyer needs a vacuum cleaner, ask about pets and children.
- Tell about current promotions and a loyalty system for regular clients.
- Use quick buttons to direct customers.
- Present products in simple words.
Acceleration of the Transaction Cycle in Online Chat on the Website
To achieve real time leads, always provide customers with purchase details, possible ways of delivery, terms, and additional perks. This will help speed up the purchase process.
What are the Mistakes of Communicating with Clients in a Chat?
It is impossible to create lead generation website without online chat. Yet, make sure to avoid the following mistakes:
- Formal responses to an informal greeting. Always adjust your manner of communication with customers.
- An overabundance of terminology. Try to convey information in simple words.
- Asking too many questions. Your questions should be targeted, but their number should be limited. So, it is important to develop comprehensive questions.
To draw the line, here are some statistics that will convince you of the necessity to develop and pump up live chat lead generation. So, according to statistical information, 56% of online customers prefer to get support via online chats rather than phone calls or email. 40% of leads on online websites are generated with the help of live chats. 70% of the respondents prefer live chat correspondence due to quire response. Thus, live chat can significantly influence lead generation if used wisely.
