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  • How To Maximise Your Website Live Chat: 4 Ways To Capture Live Chat Leads

    Customer service chat for website features have become a staple for many eCommerce websites. It helps readers find answers quickly and turns them into customers by engaging in a conversation about their needs. 

    However, not all customer service chat software is created equal. If you have a live chat online website feature, make sure it’s driving leads and conversions! In this post, we’re going to share with you four simple ways you can maximise your website’s live chat feature so that it drives more leads through your lead funnel:

    1. Use a web form to capture live chat leads 

    The first way to capture live chat leads is to use a web form. To do this, you need a web form that will pop up when your visitor hits the live chat button. You can create this on your website or on an external platform, which has a built-in feature for collecting data from chats. 

    The important point here is that the form should only appear after they click ‘Chat Now’, so they don’t see it immediately upon landing on your page and become distracted by it while trying to read through content and links.

    Once you have created the web form and integrated it with your CRM system, make sure that when someone submits their info through the web form, they are automatically added as a lead in your database of contacts. 

    2. Create a landing page to capture live chat leads 

    You can also use a landing page to capture live chat leads. Landing pages are designed to convert, and it’s a great way to add another layer of security and credibility to your business. You can even create a separate landing page for each of your products or services (i.e., one for buying an ebook and another for booking an appointment).

    When someone is done chatting with you, simply direct them to the appropriate landing page so they can find out more about what you have available. This will keep them engaged longer than just sending them away from their current screen into the Google search results abyss!

    3. Use an onsite integration to capture live chat lead conversions. 

    If you are using a live chat plugin or widget, you can set it up to automatically send the user to a landing page when they click on ‘SEND’. This allows for capturing all of your leads without manually sending them through to your website and checking if they are interested in your product or service. 

    You can also use this same method with an onsite integration to capture leads from people who want more information about your offer.

    4. Send an email or SMS after the customer has left the site to capture live chat leads 

    After you’ve made your customer feel like they’re getting their needs met and given them a reason to trust you, it’s time to capture the lead.

    • Email: If the conversation went well, send an email that’s relevant to what they were looking for on your site. This way, if people are interested in what you’re selling, they can easily remember who they talked to and what they were looking for.
    • SMS: If someone was having difficulty finding something on your site or need help with an order process but didn’t want to talk further over live chat, send an SMS with any extra information that may be helpful for them moving forward (like links).
    • Phone call: You can make a follow-up phone call, given that your customer has agreed to receive calls from you, so you can guide them through the steps they need help with in real-time and through a tailored approach. 

    Ensure you capture live chat leads in your company’s lead funnel.

    The best way to capture live chat leads is to make sure you’re capturing them in your company’s lead funnel. The most effective way to do this is by using a web form, which allows the customer to provide their name and email address for future communication.

    You can also use an onsite integration that automatically imports visitors’ information into your CRM or marketing automation system after they leave the site. This will ensure that the leads are added to the correct account so they can be followed up with appropriately.

    Alternatively, you can send an email or SMS after the customer has left the site asking them if they want more information about your products or services before leaving our site – and direct them back to it if necessary.

    This is a great way to capture leads, but it’s important that you don’t overdo it. If you send too many emails or messages, customers will start to feel overwhelmed and annoyed by the constant bombardment of promotional material.

    We hope you’ve enjoyed this blog post and learned some helpful tips on optimising your website live chat for lead capture. If you have any questions about Greechat’s fully managed live chat service or want to talk more about how we can help with your business, please don’t hesitate to get in touch!

    We can provide you with a comprehensive solution that gives you live chat software and takes care of your business needs to help you drive more leads and ultimately increase your sales. Our background in digital marketing – not BPO – enables us to do so. Call us today!