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How to use live chat to capture more leads

We recently talked about how live chat can be a powerful tool for sales. In this post, we’ll cover how you can harness live chat for producing more leads and better-quality interactions.

No matter how well business is going – a steady and growing influx of leads is essential to generate more sales and scale your business. Fortunately, companies of all sizes can benefit from the latest advances in messaging technology to help keep those leads coming.

Live chat is one of these valuable resources: it gives you an instant messaging platform for engaging with potential customers on your website, helping you to shorten the sales funnel and qualify leads instantly.

Businesses can connect with visitors to quickly provide assistance and speed up the process of qualifying leads to seconds. This way, live chat aids a great deal with lead generation – but there’s more.

Modern live chat platforms like Ibby allow you to proactively talk to visitors and automatically capture their contact details, improving lead generation. The best part is; you don’t even have to be online.

This works in two different ways:

 

 1- Setting up Ibby bot to capture your visitors’ contact details

 

You can set up Ibby bot to respond automatically to contacts when they start a conversation on live chat. The system can respond with an automated custom message and ask your visitor to provide their name and email address.

In practice, this means that the chatbot will act as your assistant during offline hours, taking leads’ contact details for you – so that your team agents never lose touch with a new lead, and can get in contact at their earliest convenience.

 

2- Prompting auto messages in live chat

 

Your visitors are not all the same. Tailoring messages to fit different types of visitors will lead to better quality interactions and increase your chances of conversion – that’s why we’ve created auto messages.

With Ibby’s auto messages, you can set up short custom messages that will appear in your live chat widget for visitors, based on specific factors such as navigation behaviour. This will help you to start conversations in a more meaningful way, resulting in more leads and improved customer experience.

You can prompt messages based on specific URL people visit on your website, time your visitors spend on a page, or even source where your visitors come from.

Auto messages are a great resource for customising messages and inviting visitors to chat with you. It’s automation, but with a level of personalisation that will help warm up your leads.

 

Using Ibby bot’s lead form and auto messages combined

These features will aid in generating leads, especially when used together. Auto messages with custom greetings will increase the chances of visitors engaging with you on live chat – while the lead capture form will take care of collecting your visitors’ contact details.

For businesses where bookings are essential, auto messages can proactively tempt visitors to make a booking, or share a link, as appropriate. For ecommerce websites and online shops, your messages can deliver pieces of information to help clarify prices, to assist with the checkout process, or to share offers and discounts.

You can also combine the auto message functionality with emails you send out to contacts. For instance, triggering unique messages to URLs linked to the CTA on your email campaign. This way you can elevate your outbound campaigns and turn emails to conversations.

The opportunities to engage and qualify leads with Ibby bot and auto messages are endless!

 

Tracking performance

Keep on top of your lead generation strategy by tracking performance. Your sales dashboard in Ibby will show you valuable insights; not just for sales but for leads too.

Additionally, to number of conversations created in live chat, you can see the number of leads collected with Ibby bot while you are offline, and volume of responses from visitors to auto messages you triggered.

 

 

Responding to leads: Are you moving fast enough?

A new lead comes in – the clock’s ticking. How much time do you have to respond before your lead falls off the radar?

Everyone seems to know that, when there’s an opportunity to close a sale, time is of the essence. Yet, research statistics out of Harvard Business Review show that most companies are slow to respond to leads, meaning they aren’t handling online queries effectively.

Looking at over two thousand U.S. companies to gauge how long they took to respond to a web-generated test lead, the results found that 24% took more than 24 hours — and 23% of the companies never responded at all.

What’s even more interesting, is the stat that reflects just how important timely responses can be. The research suggests that companies that respond to leads within an hour, are 7 times more likely to convert leads to sales.

Companies that try to contact leads within 60 minutes of receiving a query “are nearly 7 times as likely to have meaningful conversations with key decision makers as firms that try to contact prospects even an hour later” – the report reads. However, only 37% of companies manage to follow up with leads within an hour.

 

Every minute counts

 

The Harvard Business Review demonstrates the importance of responding within an hour, but what happens when looking more closely; at the minutes that follow the submission of a lead?

The Lead Response Management Study shows just how much every minute can cost you when your leads are awaiting response:

 

  • “The odds of calling to contact a lead decrease by over 10 times in the first hour.”
  • “The odds of qualifying a lead in 5 minutes versus 30 minutes drop 21 times.”

 

Why is response time so important?

 

The reason why the time you take to respond to leads matters so much is not only to do with top-of-mind-awareness (a vendor is still fresh on the consumer’s mind when the contact occurs), but also because of the so-called “wow effect”.

Would it freak people out if you got back to them seconds after receiving a lead? Perhaps there was a time when this could have been a bit of a concern – but with all the recent advances in AI and technology, the truth is that consumers nowadays want and expect an instant response.

Responding fast to a potential customer is a great way to make a good first impression. It shows that you’re interested, and it tells them a bit about how quick your service can be – helping to build trust right from the start.

 

Beating your competitors to the punch

 

As much as 50% of sales go to the vendor that responds first. So, how can you make sure you are handling leads effectively and be the first to respond?

 

1. Equip your team with the latest live chat technology 

More than ever, consumers are demanding immediate attention, which is why businesses are increasingly turning to live chat software that can facilitate an instant response.

Ibby’s modern live chat tool can allow your sales team to be ready to strike a conversation whenever someone is interested in your product or service; and engage in conversation to answer questions in real-time.

With no need for submitting forms online, or consumers having to wait for your emails; live chat can simplify the funnel to a single conversation.

Aim to get back within 5 minutes for optimising your chances of success.

 

2. Use automations for tailored responses

Automated responses can provide good support for when you can’t provide an immediate personal response – providing your team is able to pick up and follow up, as appropriate.

In the usage of automated responses, it’s important to avoid auto-responders that come across as a canned response. Make an effort to personalise your messages. A good automation tool allows you to tailor messages to customers’ behaviours and actions, ensuring content is not only timely, but relevant and to the point.

With Ibby, you can also take it further and automate tasks for your team. Tasking users in connection to personalised auto-messages can help your team to stay on top of every action required to close more sales and move prospects through the funnel.

 

3. Follow up effectively

Apart from commonly slow response standards, statistics also show that companies aren’t persistent enough at following up on leads. On average, companies try to contact a lead only 1.3 times before quitting.

Think about how many choices consumers have out there. Your potential customers can be hesitant and require a level of attention that can only be achieved through appropriate following up. This is why persistency can be so important.

Workflow automations can be of massive help for following up, so that agents don’t have to manually chase leads and perform repetitive tasks. Workflows help companies to keep potential customers advancing through their decision cycle by communicating consistently with them.

By not following up effectively, you’re letting your leads fall off the radar and giving your competitors space for stepping in.

 

Conclusion

 

Delaying your response to inbound leads can easily result in money lost. Responses within an hour increase the chances of conversion by as much as 7 times, and your best odds of making a successful contact with a lead are within 5 minutes.

Responding to leads quickly is largely down to having the right tools to do so. Speed is critical, but so is relevancy. Make sure you equip your team with tools that allow them to respond fast and to send the right message at the right time. And remember – every minute counts!

 

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Get your hands on the latest messaging tools to be the first to respond and convert more customers. Sign up with Ibby today, you can get started for free!

 

Customer intelligence tactics for the finance industry

Technology-led changes have been disrupting traditional business models over the past few years, and the financial services industry has not escaped the impact.

The need for using technology to improve IT efficiency and optimising costs while continuing to support legacy systems has been a constant challenge for businesses in the finance industry. FinTech start-ups have made their way into established markets with new technologies and innovative customer-friendly solutions. Automated processes have become a must, and almost everything is done electronically.

Industry players of all sizes have to facilitate innovation in order not to slip behind. While building expectations for the future of financial services, the question that requires prompt answers is how businesses can better prepare to compete.

 

Customer intelligence: A key priority for success

 

In a research conducted by PwC which examined the forces that are disrupting the financial services landscape, is it predicted that by the end of this decade “customer intelligence will be the most important predictor of revenue growth and profitability” (Financial Services Technology 2020 and Beyond: Embracing disruption, PwC).

Building the technology capabilities for customer intelligence is therefore a key priority for competing in the financial services industry in the immediate future.

Here are 5 tactics for businesses to get more intelligent about customers’ needs and to get better-positioned to succeed:

 

  • Live chat

Consumers are no longer willing to dig deep into a website to find information; now more than ever, they expect to get an instant answer to their questions. This tendency, along with the overwhelming growth of instant messaging, has prompted businesses to increasingly install live chat on their websites to enhance the way they interact with visitors and customers.

As a low-friction point of contact, live chat is a smart way to turn visitors into customers quicker than forms, follow-up emails or other broken communication channels commonly used in financial services.

When it comes to learning about customers’ needs, the instant feedback from visitors and customers via live chat can provide valuable consumer insights to shape and improve business strategy.

 

  • Live website analytics

For virtually all businesses with an online presence, every visitor is a potential customer – which is why customer intelligence should start with analysing your visitor activity.

Live website visitor analytics are a powerful tool to track visitors in real-time; to identify opportunities and proactively chat with prospects. Monitoring visitors’ footprints is a great way for better understanding consumer behaviour in order to provide a more personalised service.

 

  • A context-centred model

Digitisation across different industries has shown customers that e-commerce delivers speed and personalisation, shaping their expectations for financial services as well.

The need for delivering a seamless omni-channel experience is becoming more important – and the context of every customer is paramount for providing a customer-centred, personalised service.

A simple solution is to make use of a smart CRM platform that can collate data for leads and customers, keeping everything organised and facilitating instant access to contacts’ history. The rewards for having the context for every customer right at your fingertips can be enormous.

 

  • Automation

Getting more intelligent about customers’ needs involves getting closer to them – this is when timely and relevant communications play a major role.

Automations, such as drip campaigns for sales and marketing, present a sure-fire way of supporting communications throughout the lifecycle. Used in combination with intelligent customer data, automated messaging can help businesses to send the right message to the right contacts, at the right time.

Automations can be the core of your sales and marketing communications strategy; to save time, nurture leads, move prospects through the sales funnel and keep customers engaged.

 

  • Reporting

No strategy can be complete without reporting to measure results. Intelligent reports are essential for understanding business performance and learning about customer behaviour.

For any business, comprehensive reporting can provide valuable insights not just for sales, but leads statuses, agents’ performance, communication with customers, email metrics and more.

 

Stay on top of the game 

 

The time has never been more crucial for industry players to keep a focus on technology and implement tools that can help to get an edge. Enabling customer intelligence, and the capacity to act in real-time on that intelligence, is becoming a key driver for success in the financial services industry.

 

At Ibby, we are working on a message-driven solution designed to empower businesses to capitalise on the aforementioned tactics for competing in the market. Sign up and take Ibby for a spin, you can get started for free!

 

5 Reasons why every site needs Live Chat

With instant messaging taking the world by storm, live chat has swiftly evolved to a powerful tool not just for technical support, but for sales and customer service – growing in popularity as the preferred channel for customer contact.

Before we expand upon the reasons why live chat is so essential, let’s make something clear: we’re talking about live chat that is done well: run by real humans who can provide personable, direct and immediate help through real-time conversations.

We’re not really here to debate whether it’s humans or chatbots who are better at live chat.  There’s been a lot of hype about AI and chatbots, and yes – it’s exciting times for technology. But it’s undeniable that it’s real people who can better interact with people and provide personalised service. So, let’s keep it human; at least until machines get seriously clever. Moving on…

 

1. Live chat improves sales

 

Live chat works magic for a website because it gives you the chance to show visitors and prospects that your business is more than just a landing page. It gives you the opportunity to get closer to someone interested in your product or service; to reach out to offer personalised help and answer questions in real-time.

Engaging in real-time conversations is an amazing way to instantly qualify leads and convert website visitors into customers. Just as if you were personally in your shop to help out, every conversation with an online visitor is potentially a sale, and talking to them is the fastest way to close that deal.

 

2. Live chat helps you to enhance customer experience

 

Not only can live chat help you to convert more customers, but to also delight them with the level of service you can provide via one-to-one conversations.

Chatting with prospects gives you a chance to offer personalised service, building your relationship with customers. That opportunity to delight your customers should never be underestimated – it can help to enhance the entire customer journey right from the moment of conversion, helping with loyalty and retention.

 

3. Live chat is ideal for customer support

 

With live chat, companies can quickly connect customers to the relevant team or agent to deal with an issue, without customers having to navigate arduous interactive voice response systems (IVRs). It also has also the advantage that it is a scalable form of interaction. A conversation via live chat can easily escalate to a voice call to get to the core of an issue – providing an ideal solution for customer support, to fix problems quickly and efficiently.

 

4. It’s what consumers want

 

It’s very important to live up to your customers’ expectations, right? Well, reportedly; a whooping 63% of consumers have said they’re more likely to return to a website that offers live chat as opposed to one that doesn’t. On top of that, 73% customer satisfaction coming from live chat.

Live chat has been spreading rapidly and it’s quickly becoming an essential cornerstone for customer contact.

 

5. A source of instant feedback & learning

 

Live chat can be particularly helpful for small teams who are still crafting their sales pitch, as it enables you to evaluate how well you’re selling your products, and adapt your messaging.

Every conversation you have on live chat can be insightful, and your conversations can become very helpful tools for training agents and improving support. The instant feedback you can receive from visitors and customers via live chat provides also valuable insights to shape and improve your business strategy.

 

Need more reasons? It’s worth mentioning that implementing live chat is usually simple, straightforward and cost-effective.

From a perhaps romantic point of view, live chat humanises the world of e-commerce, and realistically, with all the benefits in evidence – we can conclude that it really does pay off to chat!

#LiveChat humanises the world of e-commerce. Click To Tweet

 

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Ready to start converting visitors into customers?

 

We’re building an innovative message-driven solution to help you to boost leads, sales and support with modern messaging tools, including a state-of-the-art live chat widget! Sign up to take Ibby for a spin and start delighting customers!

 

 

8 Ways to step up your lead-gen game

2018 is shaping up to be a mind-bending year for marketers and e-commerce brands. The advances in AI and technology are moving at an unprecedented speed, consumer behaviours are shifting, and businesses have experienced a huge shake-up with new data protection laws.

Whilst catching up with everything that’s happening, the main challenge for businesses with an online presence remains the same: generating more – and qualify more – leads.

We’ve been watching closely how the relationship between consumers and brands is evolving, and the trends that have been shaping effective lead generation strategies. Here are 7 ways to step up your lead generation to help grow your business:

 

1. Get live chat

 

Consumers are no longer willing to dig deep into a website to find information; now more than ever, they expect to get an instant answer to their questions. This tendency, along with the overwhelming growth of instant messaging, has prompted businesses to increasingly install live chat on their websites to enhance the way they interact with visitors and customers.

One of the greatest benefits of live chat is that it enables you to engage with visitors on your website to instantly qualify leads. As a low-friction point of contact, live chat is a smart way to turn visitors into customers quicker than forms, follow-up emails or other broken communication channels. In fact, a study by Smart Insights found that visitors who chat convert at roughly 8 times the rate of non-chatting visitors.

Visitors who chat convert at roughly 8 times the rate of non-chatting visitors #livechat Click To Tweet

 

2. Use live website analytics

 

The most advanced live chat platforms come equipped with live website visitor analytics – a powerful tool that allows you to track your visitors in real-time, so that you can easily identify opportunities and proactively chat with prospects.

Monitoring visitor activity in real-time is an effective way to act on hot leads faster. You can initiate live chat with users to offer help based on what they are viewing on your website, making it a great resource for providing a more personalised service that can lead to higher conversion rates.

 

3. Be active on social media

 

Your brand needs to be where your prospects are – and that’s social media channels. But it’s not enough to have a presence and a number of followers; good social media practice should result in driving traffic to your website.

One of the greatest wins of using social media for business is the ability to reach high quality leads through advanced targeting. It’s important to keep a focus on interaction and engagement; share good quality content that can really appeal to your target audience – and stay active.

There are many ways to generate leads with social media. Some common tactics include making the most of the different advertising options combined with smart targeting, hosting live videos and running contests.

 

4. Optimise for mobile

 

Mobiles have assumed a central role in people’s lives. A few years ago, they overtook desktop computers and became the primary point of access to the internet. Reports show that mobile now accounts for 71% of internet use, and 57% of traffic is generated from smartphones and tablets.

Hence, the importance of mobile optimisation is paramount for lead generation. Simply put; if users struggle to navigate your website, or your content doesn’t look right on their device – your conversion rate will suffer.

 

5. Make the most of videos

 

With recent stats showing that video on landing pages can increase conversion by as much as 80%, video is quickly becoming one of the best opportunities to boost conversion and drive more leads into your funnel.

Online video has fantastic benefits because it appeals to a massive audience of consumers who prefer watching over reading. In fact, results from a 2018 survey analysing video marketing shows that 72% of people would rather use video to learn about a product or service.

Videos can work magic for both your website and social media channels, and they can be used for a wide range of purposes – from interviews to explainer videos, product demos, testimonials and much more.

 

6. Tap into the power of influencer marketing

 

This marketing move has really taken off in the past couple of years, and it’s all about collaborating with industry influencers to amplify brand awareness and help to generate quality leads.

A key takeaway here is to find the relevant influencers – not necessarily the ones with a massive base of followers. Tapping into the loyal following of micro-influencers can be far more valuable for brands, as this can really help you to reach target customers without spending a massive budget.

 

7. Use drip campaigns for lead nurturing

 

There’s a simple reason why marketing automation is growing at an astonishing rate – it works.

Lead nurturing follows immediately after lead generation, and it’s just as important for closing more sales. This is when marketing automation can play a major role; helping to reduce man hours required while nurturing leads through automated smart campaigns.

Drip marketing is a great way to automate emails and SMS communications that can help you to send the right message to the right contacts, at the right time. It can be a powerful strategy that saves you time and moves your prospects through the sales funnel.

 

8. Leverage customer reviews

 

Customer review platforms generally have a robust presence in organic search, presenting a great chance to increase brand awareness and drive traffic.

Review sites are usually favoured by search engines like Google because of the independent role they have in helping people to find what they are looking for.

Furthermore, they’re perceived by consumers as a valuable source of unbiased recommendations for products or services. Research shows that 91% of people read online reviews, and 84% trust online reviews as much as a personal recommendation.

 

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Ready to step up your lead generation strategy?

 

We’re building an innovative message-driven solution to boost leads, sales and support with modern messaging tools. Sign up today, you can get started for free!

 

 

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