Does Live Chat Provide Sales or Service?
Craig Klein, CEO of SalesNexus, reports that the company was able to significantly lower average response times and customer resolution times with live chat — going from 45 minutes to 30 seconds. The data was so compelling that SalesNexus started using it as a marketing tool, publishing the details every month on its website.
Encouraging visitors to chat has paid off. Visitors who communicate via live chat are more willing to provide their name and number, as well give permission for a salesperson to contact them. Typically 20 percent of SalesNexus’ leads turn into sales, but with live chat that number has gone up to more than 50 percent.
When it comes to live chat, it’s not sales or customer service; it’s sales and customer service.
Ross Haskell is the director of marketing at Bold Software, a web communication tools provider. Ross can be reached at firstname.lastname@example.org.