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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.

 

 

Chat as a team: break down the barriers!

Marketing and sales working in silos, disjointed channels for customer service and technical support… Sound familiar? Find out how Ibby’s live chat solves the problem.

We’ve all been there – as customers – in the unfortunate event where we get transferred to lots of different agents or departments; other times asked to send an email or call a number to get the support required. Not only it’s time consuming, but massively frustrating.

Uncertainty is the worst enemy of customer satisfaction. Customers often have to try different channels; or explain what they need more than once to different people – it’s the kind of thing that results in poor customer experience and really hurts your funnel.

The divisions between business departments is a problem companies have faced for many years. The answer? Spare customers the pain and route requests in real-time with live chat.

Live chat is traditionally a one-to-one communication channel – but we changed this. With Ibby, we reinvented live chat to work as a channel where customer requests can be dealt with as a team, immediately – no need for transfers!

 

Collaborate behind-the-scenes

 

When several agents are in a conversation, they can use private notes to communicate behind-the-scenes in the same conversation thread. This means team collaboration happens in real-time, without the visitor finding out.

A typical scenario: a customer needs help from support and tries live chat, but he reaches the sales department. How to deal with this effectively: bring in support to the conversation.

 

 

The ability to chat as a team helps to break down the barriers between agents and departments, reducing friction and making it easier to deal with things.

 

The end result

 

Agents can work more efficiently, and customers are more satisfied with their experiences.

A plus side to chatting as a team is that customers don’t usually expect to talk to more than one agent on live chat, so not only will you be able to support them better, but also delight customers with the level of service!

 

Ready to deliver a increase sales and enhance customer support with live chat? Sign up with Ibby today, you can get started for free!

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