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Ulistic is proud to announce our brand new Online Appointment Setting solution utilizing leading live chat, lead generation, and online marketing automation solutions to engage with website visitors.
Ulistic’s online appointment setting solution works with any MSP marketing solution and is a low cost and low barrier entry service to truly take your MSP website from an online billboard to a lead generation machine.
Want to learn more? Call Ulistic now at 716.799.1999 x102 or email firstname.lastname@example.org.
We hate the term live chat…we much prefer online appointment setting.
It’s a type of online chat that’s a simple and flexible tool you can use on to support visitors to your website. It shows up in your web browser as a small pop-up where viewers can chat with your representative in real time. It’s typically used to provide immediate customer support and information, but it can also help you increase sales by engaging your prospects at the right time.
Today’s website visitors prefer text-based communication over voice. And, in the past few years there’s been a significant increase in consumer preference for live chat:
Contacting your business through live chat is easier than making a phone call because visitors don’t have to leave their computers to start the conversation. The process is easy to follow and intuitive enough for those who never participate in live chat before.
Live chat on the desktop and mobile phones has become a key form of communication. Today, businesses are engaging more customers through live chat to fully support their online experience and provide them with quality and timely support.
People who visit your website simply click on your live chat widget to start a conversation with your representative. It’s similar in function to instant messaging except that it doesn’t require your visitors to install special software because the live-chat client resides on your website.
What’s so unique about live chat, and different from phone calls or emails, is the that you not only get to talk in real time with visitors to your website, but you can also see who they are.
When your visitor clicks on the chat invitation, a conversation with your representative begins. The representative can be an employee of your business or an agent supplied by a third party. When your representative engages with the visitor, they can qualify them by asking a few simple questions.
With live chat, you can track how many people view your website, how many conversations you can have, who these visitors are, where they come from, and if you’ve done business with them before. It does more than just allowing your representative and visitors to chat in real time—The right live chat system includes chat history, read receipts, typing indicators, and integrates all this into software that collects and analyzes data for sales, support, and routing visitors to the appropriate representative.
A properly designed live chat can increase the engagement of your website. It can also reduce frustrations for visitors by allowing them to connect with you directly for information they’re looking for.
If done correctly, adding live chat to your website can increase online leads by an average of 40 percent. Because of this, 58 percent of companies today use live chat for both sales and support, and the numbers are growing.
Live Chat Saves Money. Live chat software can save on both employee task time and phone expenses. It:
As mentioned, you can see exactly who’s looking at your web pages. Plus, you can be notified when someone is taking a long time on a page. By starting a chat with them, you can increase your chances of selling to them.
Live Chat Expedites the Sales Process.
Your live chat representative will need to continually monitor your site for incoming chats, and conduct those chats in real time. These agents can either be your employees or outside resources. This presents an operational challenge for most businesses, as conducting live chats from your website means training and dedicating staff.
Ideally, using one of your own staff members would be most beneficial because they really know your business. However, it doesn’t make sense to use them to monitor chats 24/7. It’s important that chats be answered immediately. So, using the services of contact centers that provide chat processing may be more reasonable.
Live chat agents typically handle between 2-4 concurrent chats at all times. Therefore, they must have the ability to process several tasks simultaneously. They must also be able to pay close attention to detail while handling multiple customer accounts, researching account issues, and responding to customers in a timely manner.
If you want to use your internal staff for 24/7 chat operations, you’ll need to designate eight to ten employees. These employees must have the ability to:
If you decide to outsource your live chat services, there are two types vendors to choose from:
Another option is a hybrid model where your internal representatives handle chats during business hours, while chat agents handle chats after hours. Often, your internal team choices include sales representatives, customer service representatives, and social media managers.
Mobile chat optimization is crucial for success. Not only does your website need to be optimized for mobile, your live chat software provider should support a mobile-user option.
Some Interesting Statistics
Best Practices for Live Chat Success. To achieve higher conversion rates with live chat, you must:
It’s past time to acknowledge that consumer communication preferences have changed. They want information and problems solved quickly. Live chat provides this. When prospects use your live chat, they can ensure that a solution will perform as advertised. Plus, your representatives can find out ways to improve your company’s products and services.
There are many ways for your customer support agents, marketing departments, and sales teams to use live chat to increase online sales and conversions, and reduce service costs. With all of these benefits, it’s definitely something you should consider for your website.
For more information or a complimentary demo, contact the experts at Ulistic 716.799.1999 or email email@example.com.
Stuart Crawford serves as Creative Director and CEO with Sebring, FL and Fort Erie, ON-based Ulistic, a specialty MSP Marketing firm focused on information technology marketing and business development. He brings a wealth of knowledge and experience pertaining to how technology business owners and IT firms can use marketing as a vehicle to obtain success.