Growth hacking techniques. Growth hacking strategies. Growth hacking experiments.
A lot of these terms are getting thrown around, and online businesses are thriving on them. Growth hacking is more than just a digital trend.
It helped Facebook reach 500 million users, LinkedIn grow from 2 million to 200 million users and Airbnb burst into the billion-dollar unicorn club.
It’s an innovative approach to growth. Its goal is to grow the number of customers and bring more revenue rapidly.
Live Chat – The New Growth Hack
Though the live chat tool has been around for quite a while, now it is being viewed as a necessary growth hack and something an online business website must have.
Statistics say that it can have a major impact on your bottom line. Ten times more site visitors are getting converted through live chat services. 51% of customers are more likely to buy again from a company that offers live chat support.
Let’s take a look at how you can growth hack your company with the best live chat services.
Customers Absolutely Love It
Customer surveys indicate that customer satisfaction is over 80% with the chat sessions. It means the lives of most people are made easy by live chat. Well, at least their online experience.
Basically, great customer service leads to happy customers which lead to more organic liking and reputation for your company, which in turn lead to growing business!
Happy customers tend to spend more and become return customers too. They become loyal to your business.
While getting live chat services, make sure you have the resources to manage it well. A managed live chat system would be a safe bet because you don’t have to bother with the nitty-gritty details of its management. The best live chat services will have all those taken care for you so that you focus on your core business.
Conversational Marketing
Speaking to your customers using live chat tool and helping them in their decision-making process, is what the live chat does best.
People love communicating through messaging. It’s fast and feels like an actual conversation. The best live chat services allow integration to your company’s Facebook page and email so as to support customers from multiple platforms at one place.
This process of talking and asking effective questions to the customers has led to an improvement in lead quality also. With conversational marketing, you would be able to get a pulse on the customer’s pain points and help them find the information they need.
Live chat, through conversational marketing, builds relationships and lets buyers have an authentic experience.
Continuously Evolving Strategy
If your business has the willingness to continually improve the way you serve your customers, managed live chat would be the best option.
Scalability is a significant factor here so is the need for a managed live chat service partner who aims to learn and grow with your company. Bu using metrics like CRR (customer response rate) to certain greetings and key messages to refine your customer service strategy, your live chat service continually tests for measurable results.
Feedback from the live chat agents can be used for identifying popular products, upgrade the FAQs and improve the UX of your website.
Money Saved, Money Earned
A managed live chat service enables a business to handle multiple customer queries simultaneously. This directly translates to increased workforce productivity which leads to increased output with fewer staff.
On average, a professional chat agent can handle 5 chats simultaneously. So you need lesser staff to provide the same or better customer service. This brings down the operating costs which turn into higher revenue and profit for your business. This will allow you to invest more in growth.
A managed live chat service will have a minimal setup cost and a monthly fee. You will find these costs negligible compared to the cost of recruiting, training and employing full-time staff.
Upselling and Cross-Selling
Live chat as a growth hack is about identifying more opportunities and test new solutions that might increase conversions. Every interaction is an opportunity to delight and qualify new leads.
Surveys have discovered that potential leads who engage in live chat are likely to spend 60% more on their purchases. Through live chat, you can add value to customer’s purchase by suggesting premium alternative products (upselling) or offerings that supplement the purchase they have already made (cross-selling).
A professional chat agent can get “perceived value” to work in his/her favour. If the customer believes the alternative offers them better value, they won’t hesitate to spend more.
Final Note
Let us go out on a limb and say a managed live chat service in itself is a growth hack. It works efficiently for your business 24/7 while increasing your brand value and revenue.
Live chat is also an extremely affordable way to hack your growth by working from a customer engagement point of view. This is neither a one-off effort nor a limited flow of growth.
The best live chat services bring about a permanent and lasting boost to your online sales and customer satisfaction
Let’s keep chatting!
