Think Better Marketing


Want to Increase Leads in 2019? Start Using Live Chat.

Social norms don't disappear when someone goes online. When you are introduced to a new person, there is usually a process of discovery and connection before either person shares their phone number or email. Humans ask one another questions, find out what interests they share, determine if the other is going to provide them any value. Then, if a connection is made and these people want to establish and invest in a relationship, they exchange contact information.

If that's how people operate in real life and marketers are supposed to be so good at understanding and influencing people, why is it that we've established such unnatural experiences for customers and prospects online? We're so over-eager that we skip the getting-to-know-you phase and go straight to "what's your number?" Pummeling people with forms.

But, savvy marketers are moving from form-pushing to engagement. It seems that there's an increased focus on the relationship-building part of the buyer's journey. This has been supported by chat software systems like HubSpot Live Chat and Drift.

Eighty percent of a buyer's decision is made before they ever fill out a form. No matter how many times you push your form, a buyer isn't going to fill it out until they are ready. They are researching your product on review sites, asking their peers for recommendations, finding answers on Quora, and looking to current vendors to find out who they recommend.

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As a result, I've seen more marketers consciously working to educate and connect with prospects in interesting ways across channels—teaching and entertaining them before trying to sell anything and then leveraging chat to engage with prospects and customers on their terms. And “their terms” do not include filling out a form and then waiting for a response. Consumers are looking for real-time engagement and they are impatient. According to a HubSpot research study, consumer patience wears out after 10 minutes and 82 percent of consumers rate an “immediate” response as important or very important when they have a marketing or sales question.

This is where live chat on your website comes in. Chat connects you with prospects, leads, and customers faster than ever. Apparently, 36 percent of buyers plan to increase their usage of chat tools this year, while 60 percent of buyers plan on keeping usage the same. It should be pretty obvious at this point. Live chat is a must for the modern marketer. If you haven’t adopted a live chat strategy, you’re missing out on new business and retention opportunities.

And, if your goals for 2019 are to increase leads and retention, installing and testing live chat is a must. If you’re not sure how to get started, reach out. We’ve installed chat and educated several clients on how to use the channel and integrate it with their existing systems. All of these clients have experienced an increase in new leads.

Contact us here to find out how to get started.