As a consumer, almost every website you encounter will have a ‘live chat’ function. But are there also benefits from a B2B perspective? There are two very good reasons why B2B companies are incorporating chatbots in their marketing mix.
1. 20% INCREASE IN CONVERSION RATES
2. CUSTOMERS ARE 3X MORE LIKELY TO BUY
Not only does this have a huge impact on the volume of your lead generation, but the quality as well! By answering questions that prospects visiting your website may have, you will be able to gauge what their needs are and if they are interested in moving forward. Pushing leads through the sales funnel quickly is another benefit of chatbots.
Why Do It
REDUCE WEBSITE DROP OUT
Website usability is crucial to converting leads. When a visitor can’t find what they are looking for quickly, they are likely to leave. A chatbox can decrease the time a visitor spends searching and feeling frustrated. The ease of finding what they are looking for can leave a better impression that could lead to a standing relationship.
Opening a live chat is more convenient than opening a new window, finding the contact page, typing in the phone number, and hoping there isn’t an automated operator who doesn’t understand what you’re asking. Chatbots are instant and can provide the same amount of information in a more concise and efficient manner.
If you are looking to get an idea of how visitors respond to your website, chatbots can provide valuable data. More common questions can be monitored to make changes to the website i.e., making the answers more accessible or easier to find.
Because agents are able to help more people at a time versus a phone call, sales inquiries can be addressed and handled in a more appropriate time.
How to Get the Most
Here are the ways how to get the most from website chatbots:
1. RESPOND PROMPTLY
Agents who are in communication with the visitors must respond in a VERY timely manner. Live chats have the stereotype of being quick and painless. When visitors have to wait too long for an answer they will drop off and move on.
2. SELECTIVE CONVERSATIONS
Reaching out to every person who visits your page can become cumbersome for agents attending the chat. Instead qualify the visitors by monitoring certain steps they take throughout your website. Key pages or multiple visits are great ways to qualify interested visitors.
3. DEMOGRAPHICS, TIME ZONES, AND LANGUAGES
Think of when your target audience may be searching for your services. Sometimes this requires chatbot agents being available out of office hours. Is your audience exclusively in your time zone? Also something to consider when setting up schedules. Working internationally could also provoke agents being fluent in a few different languages. Knowing your audience will give you the guidelines you need.
If you are not already doing so, introducing a chatbot to your website can give your audience the support they are looking for, your sales team the leads they are looking for, and your ROI the increase you want.