Are Chat Tools Worth Including In My Marketing Strategy?

From live chat to chatbots, the use of online chat features is growing exponentially. They allow businesses to take their relationship with their online audience one step further by connecting through quick and easy chat elements. Chat boxes give brands the opportunity to boost productivity and efficiency by offering assistance with tasks or questions and even recommending specific products or services. 

 

For those who have not tried out chat features before, they can be intimidating. Trusting a bot to control what message a consumer gets from your business poses a risk, but can also provide a higher reward. 

 

Considering whether having a chat feature is right for you? Discover what it can provide for your business: 

 

It Can Bring Real Human Connection 

With live chat features, your audience has open access to someone on your team. This means they will get to connect with real humans online. Giving your customers a direct line of communication can simplify their process of getting questions answered while allowing them to put a face to your brand. Consumers will remember the experience they had with the person they interacted with more than their experience on your website or social channels. 

 

It Can Be Available Anytime, Anywhere 

Using a reliable chatbot on social media and your website when your business is closed means that customers can still gain access to the information they need. Because consumers expect a quicker response than most brands can guarantee, this important feature will put you a step above the rest. Having a quick response within chat when your team is unavailable shows your brand’s dedication to customer service. 

 

It Guides Users To Better Results 

Whether a user is on your website or on your Facebook page, having access to chat with someone from your business can speed up the buying process. A study from FurstPerson found that as many as 77% of customers won’t make a purchase on a website if there’s no chat option available. Customers want to know that they will be cared for in the same way they would when entering a real store. 

 

It Can Provide A Personalized Experience

Personalizing your chat’s questions and answers to tailor towards the user’s needs has a significant impact on customer satisfaction. By asking a series of valuable questions, you drive users to the best place for them to receive the information they seek. This shows consumers that your brand is invested in their unique needs. 

 

It Is Convenient For The Brand And Consumer

Consumers love convenience. Therefore if they can trade picking up the phone and calling for a live chat online, they will take it. Online chatting is quick, efficient, and easy- which is exactly what customers want and expect. 

 

With social media being one of the most important aspects of a brand’s digital marketing strategy, a chat box is more than just a feature that is “nice to have.” A chat box can lead to forming loyal relationships and encourage more conversions. 

 

Live chat leads to a 48% increase in revenue per chat hour and a 40% increase in conversion rate. 

Today’s consumers expect to have a flawless experience on the Internet.  They want to shift seamlessly from their mobile devices to their laptops without ever missing a beat.  Your website must be ready.

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Follow Ivana Hermida:
Ivana is a Content Editor at KWSM with a background in marketing, event planning, social media and content creation for retail and e-commerce clients.

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