client attraction

How To Use Live Chat To Boost Customer Retention and Generate More Leads

Did you know you could lose at least half of your customers if you don’t respond to their questions quickly?

According to Forrester research, more than 50 percent of customers said they would likely abandon an online purchase if they can’t get answers to product questions.

If you don’t have a plan in place to address your customers’ needs, consider implementing live chat into your website.


Here’s the why and how:

Let’s Talk A-Bot It

In the past, the decision process for implementing live chat was deciding who would be responsible.

The support team?

Sales reps?


A new option has emerged and growing fast: chatbots or virtual (non-human) assistants.


A chatbot is designed for providing a quote or appropriate phone number, while virtual assistants (think Siri) are built around machine learning and artificial intelligence (AI).

Early stage companies will often want the control of having team members operate live chat, as one sales rep can handle four to six chats or more depending on level of detail needed, and the entire experience can be controlled and monitored.

However, as your company grows, if you’re not considering chatbots or virtual assistants in at least some capacity, you’re ignoring a growing trend. There are powerful chatbot solutions in many market segments, for example finance and automobile sales.

Live Chat Implementation Checklist

Live chat is not a turnkey solution.

The process requires not only choosing a live chat vendor, but training team members and deciding how and when live chat will be available for site visitors.

Here’s everything to consider:

Purpose: What is the main goal of the live chat service?

  • Reactive Lead Generation: The most traditional form of live chat. Sales reps chat with visitors and treat them as inbound leads.
  • Technical Support: SaaS products (web-hosted applications like Salesforce and Zendesk) that require backend installations open up live chat as a developer resource. These leads will be CTO-types looking to estimate the required resources for setup.
  • Product Support A support rep or customer success team answers questions and provides product education for visitors. The conversation is transferred to a salesperson when required.

Format: Where live chat will display and for whom?

  • Homepage/entire website: Create rules around when users will be notified about the chat option and when the chat should be hidden, such as on a specific “Request a demo” landing page.
  • Pricing page: If you’d like to get started by testing the service, implement on the pricing page and have sales reps experiment with coupons and discount offers.
  • Trial environment: Live chat becomes increasingly important for trials. Users will have questions as they consider long-term applications. This is where quality live chat support can be the tool that wins a new customer.

Guidelines: Standards for success and optimization

  • Response time: Pick a number and stick to it. Visitors may leave your site if they don’t see the average response time posted. This can also be used as an internal metric for evaluating sales teams.
  • Follow-ups/Nurturing: Fortunately for sales reps, quitting a chat mid-conversation is not like hanging up a phone call. Their information can be collected and sent to integrated customer relationship management software. Sales reps can then create follow-up campaigns for these leads. Make sure this process is ironed out before implementation.
  • Channel management: Make sure prospects get the same information through live chat, social media and on the phone. Canned responses and FAQs can be used so the whole company stays on message. Some vendors combine live chat services with call center software so teams can keep things centralized.

If you are considering implementing automation and bot chat systems for Facebook(tm) – then consider and (free training

Great sales, engagement and support tools for online chat:

…and here’s Hubspot’s favorite live chat software list.

Be clear on a strategy before simply adding another tool. What are you trying to do?

NEED SOME HELP? Contact Us Here and schedule your time.

client attraction

8 Ways To Increase Your Client Base For B2B

No matter what type of small business you own, increasing your income is the goal. Building your client base is important and the best way to add that income boost you desire.

There are many ways you can expand your reach or turn those who find your business into paying customers. These eight ideas are a great way to get started and will help you improve your bottom line.

  • Launch a New Product or Service – Offering something new is a great way to put your name in front of new people. Do not reach too far out of your comfort zone, but offering something a little different will bring different people into your world. These new customers may be interested in your other items/services too.
  • Ask for Referrals – Look at your current customer base as a way to attract new customers. Everyone has friends, neighbors or co-workers they may be willing to tell about your company.
  • Rework your Website – Did you create that website months or years ago and just let it sit stagnant? You will get more hits on the web if you offer new content regularly. Additionally, more people than ever turn to the internet instead of calling for information.
  • Social Networking – Social networking is more than just building a Facebook page for your business, you have to get in there and really communicate with those who take the time to find you on the social networks. Think outside the box and consider profiles on Twitter, Pinterest and Tumblr as well as Facebook.
  • Sponsor Events – One of the best ways to make local connections is participating in community events. Get out there and put yourself in front of people that may become your customers.
  • Attend Community Group Meetings – Groups such as Veteran’s organizations and charitable organizations such as the Kiwanis and Lions Club are always looking for community members to speak at meetings. Share information about your industry and you will have the chance to meet others that might become customers.
  • Consider PPC (Pay Per Click) Advertising – This is something that works for some, but not others. However, you can usually get started for just a small sum. Give different campaigns a test run before you commit to a larger one. Add other programs (like SEO) as you see and validate more of that data/analytics.
  • Follow Up – Those who check out your product or service but do not convert can be a clue as to what you are doing wrong. Follow up on those potential customers and find out why they didn’t turn into sales.

This is a good starter list, and should get you on the path of more quality client attraction quickly.