Did you know Live Chat can be used for a lot more than customer support? As a matter of fact, sales is the lead use of it nowadays. But you can go even further.
Companies use Live Chat as a means to talk to their consumers, usually to answer questions about their products or services. However, this software can be used proactively. That means the company itself can send a message and start a conversation for marketing and sales purposes.
Actually, sales are the main reason companies are using Live Chat today, especially B2B businesses. Still, many brands have yet to discover how they can apply this solution to their website model.
It’s more than a place for the company to talk to the customer. It’s also a tool that allows consumers to talk among themselves! For example, you can use it during live events for spectators to comment on the subject and even ask questions.
If you need a bit more inspiration, check out these creative ideas on how to use a Live Chat and the companies that are bringing innovation to online businesses!
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Why are companies using Live Chat
There’s so much we could talk about here regarding this subject, but I will focus on just a few of the Live Chat benefits today — or else we’ll be here all day long. All in all, these are the benefits:
- improve your customer experience
- build stronger branding
- give personalization and exclusivity to the customer
- increase the time spent on page
- improve audience engagement
- gain a competitive edge over peers
- create an online community
Improve your customer experience
First, I’d like to mention something most companies are looking for these days: improving customer experience. Consumers are mainly looking for a better experience over the best prices. As a business owner (or manager), you should always focus your energies on giving the clients what they want.
For this reason, a Live Chat tool available on your website or eCommerce will make customers comfortable to start a conversation when they need to. 46% of customers prefer it over other communication channels.
Build stronger branding
Additionally, it’s easier to build stronger branding for your company. When you offer a tool such as Live Chat, customers can have instant communication with a brand; you put your business above all others. People want and recognize the effort companies make to keep them satisfied.
Give personalization and exclusivity to the customer
These are two powerful characteristics of the Live Chat. Since the conversation happens through a human agent, each service provided will be different, unique, and exclusive. And trust me on this one: customers love that!
Even though it’s recommended to have a protocol and models of answers to follow, it’s indicated that the attendants personalize these answers as they need to.
Gain a competitive edge over peers
All of the abovementioned give companies that use Live Chat a competitive edge. Being ahead of peers is a goal for most business strategies, and this tool is one way you can guarantee that will happen.
Create an online community
Live Chat is not only for communication of brands with consumers but also for customers among themselves. You can set a chat for group discussion at any time and day, and either for a limited period or not.
Moreover, it’s possible to install this feature when you’re performing a webinar, transmitting live events, and so on. Thus, allowing spectators to discuss what’s happening right there and then.
Increase time spent on page
Live Chat is a conversation tool and people want to see what is being said, even more so when many people discuss a relevant topic. Because of this, people end up spending more time on your website page.
Even when they enter your page randomly, they might stick around to participate if the conversation is happening.
Improve audience engagement
Sometimes people watch your videos, updates, lives, or overall events but don’t really participate. Now, did you know companies that use Live Chat usually have higher engagement rates?
That happens because people are more likely to participate and comment when they see others doing it too. So, a Live Chat system might be just what your company needs to improve this business aspect.
8 Innovative ways companies are using Live Chat
Daily Telegraph
Sometimes we want to talk to someone about what’s happening in the world at that very moment. Most of the time, we run to our social media and start posting, whether that’s Twitter, Instagram, or Facebook.
But, with Live Chat embedded in your website or blog, there’s no need to go anywhere else to post and discuss the news. People can talk right there and then what’s on their minds!
And that’s exactly what the Daily Telegraph is doing on their portal.
City Gates, CA
Since the pandemic started, many churches decided to go online for their services. For this experience to be more involving and personal, many of them also chose to use a Live Chat. So, whenever there’s a ceremony happening, church members can talk about it through there.
City Gates is one of the churches following this tactic. They perform services on Sundays and the chat is available during this period.
Bridgend College
This UK college found a way to help students through the internet. Due to the pandemic, this was a necessity and everyone got creative to resolve their problems over the internet.
By using a Live Chat, the student asks their question and someone responsible for this service will answer them right away. They can get their questions answered about various subjects, from financial aid to work placement assistance.
Fox Sports
Fox Sports became a reference for Live Chat usage during the NBA games. They created an online community for basketball lovers; that is just amazing. Any sports and games can have a discussion page where fans can talk about their favorite moments.
For some games and sports news, chats are only open for a limited time. When closed, you can still see what was discussed during the live session.
In addition, they also used Live Chat for a live Q&A in an interview with Tom Morris. It was a huge hit, fans loved it, and the sports company will probably use this a lot more times!
Disc Golf Pro Tour
Still on the sports subject, this is a website to watch disc golf games, follow news about the sport, find information about athletes, and a calendar to see the upcoming games.
The Live Chat here is available when a match is happening, making a big difference for spectators. They can talk about the game, comment on their favorite moments, and share their overall thoughts on the match.
Dynamics Con
This was an event about business-related subjects. It had several lectures on technology, finances, etc., where participants could watch live and discuss with the speakers through the Live Chat tool.
Webinars are quite popular nowadays, and the Live Chat can help spectators to get their questions answered, just like it happened during this event.
CityNews, Toronto
This news website from Toronto used Live Chat to engage its readers during a public health Q&A about coronavirus. The topic was fresh and people were really interested in it. You can still read some answers on the website page and check all the questions on the chat that are saved.
Diversity Live
Diversity Live was an event that happened during the pandemic in 2020, with many lectures on a variety of themes related to diversity. Like other online events, the Live Chat helped transform the whole experience for the spectators and speakers alike.
While spectators talked and contributed with their thoughts, speakers could hear some questions and lead their speeches accordingly.
Arena Live Chat tool
At Arena, we have a Live Chat solution to help you in any way you need! Whether it is to perform a live event or create a discussion group on your blog page. Thousands of publishers trust our platform, and you won’t regret trying out our tools.
But, before you make your decision, you can try our Live Chat for free. Sounds great, right?