Website chat support is usually associated with providing online customer service. It is definitely a valuable tool in that regard. However, if you get a little creative, there are other ways to use website chat support as well.
Let’s take a look at the top 4 ways you can use a live chat system for marketing your brand and increasing sales.
Generate Customer Insights.
Insights into consumer buying patterns can be incredibly valuable. It forms the basis of micromarketing techniques and helps you target a specific demographic. But how can website chat support aid in that regard? It’s easy. If you look through chat transcripts, you can identify areas of discrepancy. For example, if a customer asks your live chat operator about a particular service that you may not currently offer, then you can use this information to develop new products and services that cater to this demand. Unhappy customers can also help you identify areas of improvement. Thus, your website chat support is a goldmine of information regarding customer insight. You just need to know how to use it accordingly.
Take Suggestions and Build a Mailing List.
Once a customer completes a purchase, you can use website chat support and ask them about their buying journey. Asking them to rate their online shopping experience, and taking suggestions can be useful for your business. You can also use these ratings as testimonials and improve brand value.
You can use website chat support to develop a mailing list as well. If a visitor asks you for information regarding a product or service, you can ask them for their email address to deliver that information. Mailing lists are particularly useful in generating and nurturing leads, so even if the visitor does not make a purchase at the time, they may do so later.
You can also use the website chat support as a bug reporting tool. This is especially useful for new websites that haven’t quite ironed out the kinks. You can also set up the website chat support to pop up in case a visitor hits the 404 error page. Quickly redirecting them to a functional page will increase your chances of them browsing the site and not leaving it because of the error.
Talk About Your Brand.
Website chat support can also be used to tell visitors about your brand. It’s unconventional, but you can try it out and see if it works. Engaging visitors in conversation by telling them about your brand may increase their interest. If you’re running a website for kids, then customizing your live chat to look like a fictional character will also increase engagement.
Given the various options available, it is clear that website chat support can be a lot more than a customer service tool. It can be used for marketing and can increase engagement and conversion rates.