Online chat: How important is it in your marketing strategy?
Are you thinking about using online chat on your website as a marketing strategy ? Good choice. This tool can help you achieve better results on your website, encourage sales and improve the customer’s shopping experience, making everything simpler and more accessible.
Chat is very useful to complement your sales and marketing strategies, as long as it is used correctly.
An online chat makes it easier for visitors to contact the company
To begin, let’s imagine the day-to-day life of two stores. In the first, the attendant is close to the customer, ready to answer questions quickly and help with the purchasing process. In the second, the attendant is far away and the customer has to look for him or her when they need any information about the product. In which of the two stores do you think the customer will approach the purchase? Certainly, in the first situation.
The same goes for online stores , corporate websites and other businesses that have their own website. Leaving a contact area where the person fills out a form and sends an email is no longer enough.
The response to this email usually takes a long time to arrive, and in the meantime, the consumer may give up on the purchase or choose a competitor’s product. Those who use an online chat as a marketing strategy easily solve this problem. Instead of going through a long process to find out something, your lead can simply send a message on the chat. It’s quick, easy, and replaces contact forms perfectly.
The more steps he has to take in order to reach the goal, the likelier it is that a lead will abandon his quest. To avoid having them click another button to fill out a long form or to open an email app in order to send a message, you would like to keep things as simple as possible. The optimal way to ensure this compulsory contact between the buyer and the company is chat.
IMMEDIATE CUSTOMER RESPONSES
In addition to being easy to get in touch via chat, it also allows for quick or even immediate responses. When using online chat as a marketing strategy, you can leave an automatic welcome message.
As soon as a lead lands on the page, they may read a chat message saying, “Welcome to website X, how can I help?” or “Want to learn more about our payment options? I’m here to help .” In other words, they know that there is someone available and ready to help.
In a connected world, online chat conversations bring agility to interaction. Those who use automation achieve this and increase website conversion rates. The customer has a problem, asks a question and receives an answer immediately. It’s much better than having to call or wait for a response by email!
Automation is great, especially for those looking to leverage online chat as a marketing strategy. It improves customer satisfaction and encourages them to make purchases safely.
More interactions than through other means of communication
Having an automated welcome message set up on your site through automation, as soon as the customer enters the home page, they see the message and remember that they would like to ask something about a product they saw on their last visit. At that moment, they type in the message, and the interaction starts.
Would the same happen if through e-mail? Doubtful, for not everyone will be willing to go all the way of starting a conversation via e-mail. It is easier to send the message through chatting.
Use that natural desire to chat as a marketing tool through online chat to get to know your audience a little better. The more the number of interactions would be the more amount of information regarding your customers and would-be customers.
Additionally, you can use chat as a way to engage your audience with your product. They feel welcomed when they realize that there is a consultant, or chatbot , available 24 hours a day to solve their problems. This improves satisfaction, trust and increases the chances of sales.
HELP IMPROVE THE WEBSITE AND SERVICE
Does your chat receive the same questions every day? Maybe some information was not clear on the sales page. Although online chat is there to solve this problem, it is best to review the website and make the information clearer. Chat is an excellent sales strategy, but the fewer questions the lead has at the time of purchase, the better.
In any case, it is thanks to the large number of interactions in the chat that you get information to improve your website. Even complaints serve as a guide to understand what is wrong and what can be improved for an excellent shopping experience.
Chat as a marketing strategy also helps to improve marketing itself. It allows you to test approaches and forms of communication with the customer in order to find out which ones are the most appropriate. All of this in a simple, quick and easy way for the customer. You are not launching an A/B test on a one-page sales website that takes a long time and is expensive to do, but rather changing the language of the chatbot. It is much simpler.
Ensures that the client goes ahead in the purchase funnel
Building a trustworthy relationship between the two parties is the best way to promote a transaction. This is what using online chat as a marketing tactic for your business does. It not only enhances communication but also gives the buyer greater assurance when making a purchase.
The reason is simple: instead of waiting for answers and having doubts about everything, the lead gets quick and efficient answers to their problems. In other words, they realize that the company is trying to help them at every stage of the purchase and that it is a reliable source. In the end, they are ready and equipped with the information they need to buy!
