If you read our recent post on the 2018 martech landscape, then you know that live chat is having a moment.
As artificial intelligence and machine learning continue to evolve and find new ways to add value for sales and marketing teams, live chat tools are uncovering key information about customers that can make a huge difference in your marketing strategy. And yet, live chat adoption is not quite where you’d expect it to be.
But all of that is about to change. Experts expect live chat adoption rates to increase by 87 percent in the next year. And that means if your company hasn’t already started planning to implement live chat, now is the time. Here are four reasons why:
1. Your Customers Prefer It
We already know that both B2B and B2C audiences do a lot of research prior to reaching out to a vendor. Consumers are already two-thirds of the way through the buyer’s journey before connecting with a member of your sales team. Consumers want the ability to collect the information they need to make a buying decision without feeling like they are being “sold” by a member of your team.
That’s where live chat steps in. Consumers can use the chat to inquire about specific product details, get answers to frequently asked questions, understand pricing models, and when the time comes even schedule a call with your sales team.
Existing customers benefit from live chat, too. A chat solution provides 24/7 support to your customer base while also serving as a way for your audience to get an immediate scope on response times from a live member of your team. In turn, that creates better brand loyalty which leads to our next value proposition:
2. Live Chat Increases Revenue
It’s a simple fact: companies that use live chat see an increase in revenue over those that do not. According to Forrester, the average order value increases by 10 percent for customers who buy after engaging with a live chat tool. That’s because live chats keep your audience coming back. EMarketer found that live chat increases the chance of a visitor returning to your site by 63 percent. So not only does live chat benefit your customers, it actually helps you, too.
3. It Creates More Efficiency and Saves You Money
A good live chat solution actually saves you money by automating processes that a customer support representative would normally handle. Having a chatbot answer frequently asked questions, troubleshoot basic product issues, and even deliver offers to qualified leads allows your sales and support teams to focus on larger projects like account based marketing.
4. It Improves Your Data Marketing Campaigns
This is a big one. Because a good chunk of decision-making happens behind closed doors, sales and marketing teams are left to take their best guesses at buying signals. But, customers reveal key information about their sales readiness through the questions they ask in the live chat. A customer asking about features may not be quite ready to buy, but one inquiring about pricing could be ready to speak with a sales representative.
ReachForce helps marketers increase revenue contribution by solving some of their toughest data management problems. We understand the challenges of results-driven marketers and provide solutions to make initiatives like marketing automation, personalization and predictive marketing better. Whether you have an acute pain to solve today or prefer to grow your capabilities over time, ReachForce can unify, clean and enrich prospect and customer lifecycle data in your business, and do it at your own pace.
To learn more about how ReachForce can help you optimize demand generation and your impact on revenue, get a free data assessment and get a demo today.