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As an answering service, we like to keep all the bases covered. Having the phones manned 24/7 is customer service at its best, but to really live up to the “connect” in AnswerConnect, we want to provide a route for those phone-shy, web visitors too.
With live chat there’s no waiting for a return phone call, no waiting to get connected to the right person, no checking through a spam folder for an email reply. Live chat is immediate, to the point and no personal information needs to be shared in order to connect. Businesses especially love live chat for capturing impulsive or hesitant browsers of their websites.
However, a sales tool is only as good as the person wielding it. If a customer initiates a live chat and has to wait a few minutes for a reply, or worse, receives no response at all, you just lost a customer. Which is precisely why we chose Conversion Support as our live chat team. Conversion Support enables either our virtual receptionists or your business employees to respond to chats, allowing for total coverage. Their seamless customization blends easily into existing websites, maintaining your brand identity.
We asked James Mortensen, of the Conversion Support team, for the best way utilize live chat:
“In my experience, businesses with a longer sales process may benefit the most from live chat as a service, where AnswerConnect agents take the chats. It’s much more scalable for the agents to ask questions and gather information that will get the lead to the right sales department. Our Chat Success Tips blog post contains an example of how asking questions can turn the chat around and create a more engaging experience.
For smaller businesses with a more hands-on approach, we suggest using the live chat control panel to monitor and proactively reach out to leads on the website. The most successful implementations of chat involve job roles that involve direct use of a computer. All types of business can benefit, as long as that business has a website and have people available to chat.”