Live Chat Increases Leads and Conversions
By Anna Johnson on January 18th, 2010According to LivePerson, Inc. ‘live chat’ solutions – those chat boxes that appear on websites enabling customers to exchange text messages with an online operator in real time – are being deployed by best-in-class inside sales organizations.
Well, they would say that. But research by Aberdeen Group indicates that leading sales organizations are tending to deploy live chat as key ‘enabling’ technologies.
Said Peter Ostrow, Research Director, Sales Effectiveness, Aberdeen Group, and author of the research report, ‘Inside Sales Enablement: Let Them Drink Coffee!’:
“Live chat was deployed to achieve sales effectiveness and improve conversion rates in almost a third of best-in-class companies. For example, one of the world’s leading network manufacturers uses live chat to turn marketing-generated suspects into prospects, improving conversion rates by up to 15 percent.”
According to LivePerson’s Jim Dicso, Senior Vice President of Enterprise Sales & Service, the company’s inside sales customers have traditionally reported up to a 20 percent increase in incremental online lead generation using live chat.
Such companies use live chat to target customers in real-time, and consequently tend to be able to deliver “better and faster customer service and support, and improve the quality of leads filtered through to the field, thereby improving overall sales effectiveness and win/close rates.”
February 24th, 2010 at 7:35 pm
interested in using live chat as a marketing tool in order to increase closing ration in the debt settlement business.