By Jonathan Bryant on Oct 27, 2020 11:14:53 AM
This holiday season promises to be a challenging one, but live chat can not only keep professional service firms on track but can even boost business during these trying times. Although live chat software is considered essential to speedy and effective customer service, it’s also a great tool to generate leads for new business. Take a look at how adding live chat software to your website can be the boost you need over the holidays.
Virtual outreach with live chat software –
Needless to say, COVID-19 continues to be a huge business disrupter and likely will remain so for the near future. But live chat software provides the means for professional service companies to extend a helping hand by providing the opportunity to access those who are homebound but in need of their services. Potential clients and patients can get the answers to preliminary questions without ever leaving home and immediately begin their journey from visitor to client or patient.
The human connection –
The holidays are known to be a very lonely time for many, even under normal conditions, and this year it will be compounded by COVID-19 isolation. By providing live chat software coupled with real live chat hosts, the human connection can make a big difference in conversions. The importance of the human touch cannot be overrated when it comes to professions like healthcare, the law, finance and senior living that require empathy and understanding to make potential patients and clients feel at home. And since relationships are key to trust, and trust is key to new business, empathetic live chat is the perfect solution. Learn more in our blog, “The Human Touch: How Empathetic Marketing Helps Plastic Surgeons.”
Nurtures the buyer’s journey –
Live chat software provides the connection to not only meet new potential clients and patients, but it’s also an always-open door to keep them moving along the buyer’s journey. Right from the start, proactive live chat begins building a relationship by engaging with each visitor as an individual, showing concern and relieving fears and doubts. What might have been just a brief live chat can quickly bloom into a more in-depth relationship when the live chat host has the skills and knowledge necessary to nurture the visitor to become a lead. Find out what it takes to turn a visitor into a lead in our blog, “Best Practices for Live Chat Leads.”
You're always available with live chat software –
Professional service firms and practices generally keep normal office hours, which can make connecting difficult for those who work the same hours. Add to that the hustle and bustle of the holidays, it’s easy to see how new business could even slow down this time of year. But live chat can be available 24/7 365, as desired. For people who are already online ordering gifts and groceries, and communicating with friends and family (which is everyone), live chat is essential. In fact, even though many businesses believe customers prefer phone contact, the truth is, according to Econsultancy, 79% of customers prefer live chat because it is immediate. Our blog, “14 Ways Live Chat and Business Growth Go Hand-In-Hand,” looks at why live chat works to boost business and provides the statistics that back up that success.
Live chat software; It’s what the people want –
Today’s consumer is not happy to wait in a line, on hold, or for an email answer. They want and expect instant gratification. According to Kayako’s “Live Chat Statistics,” live chat is preferred by 41% of consumers, followed by phone at 32%, email at 23% and social media at 3%.
But there’s more to consider. Live chat that’s impersonal, leaving the visitor feeling like a number instead of a person with worth, can be more hurt than help. Even while consumers crave that instant response, according to Kayako, 95% of consumers “say they would prefer slower support if it meant the quality of help was higher.” So even the best live chat software without knowledgeable and skilled live chat hosts may be a waste of time for professional service firms.
A live chat package that includes software and highly trained chat hosts is key to maximizing the power of live chat for leads and conversions. Moreover, HIPAA-compliant, live chat hosts that are specifically industry trained and well-versed in the culture of your firm or practice will become an integral part of your marketing and customer service plans going forward. You don’t have to settle for less.
Live chat software has truly come of age and the ongoing COVID-19 pandemic has made it even more valuable. Find out how SiteStaff can craft the perfect live chat experience that works for you and your clients or patients. Visit our website to experience how great live chat can be or contact us today.