The time for real-time response is NOW

Come in, we’re open

The current crisis has turned the world of marketing upside down and changed the rules of the game.

Amid the chaos which Covid-19 has created, one thing is for sure; every single visitor to your website needs to be nurtured and engaged like never before.

That’s why we’ve been talking to our clients about implementing webchat on their sites as a matter of urgency.

You’ve already spent money driving traffic to your site and have gained momentum from that investment so you need to keep that momentum.

But there will also be site visitors who have been driven by a new, crisis-related need and they, more than anyone, expect immediate attention.

Right now, no-one wants to wait for answers. Filling in a form and waiting for a response at some non-specified point in time just doesn’t cut it.

A need in a crisis is an immediate need. And it requires an immediate, real-time response.

And if you don’t provide that, then your competitors will.

In the last few weeks, two of our clients have taken the plunge and implemented webchat:

A powerful tool to enhance the lead-generation strategy

One of our long-standing clients is a global technical engineering company whose products support vital infrastructure including the NHS.

We generally provide them with lead qualification but implemented LiveChat, as a plug-in to Magento, two weeks ago. Their digital agency didn’t even need a developer – the digital account manager implemented it himself and we were up and running within 48 hours, even allowing time to set up the account and prepare the responses.

Many people are now working from home, with their kids around them, so ‘normal’ office hours don’t really apply. We took the decision to extend staffing of the LiveChat dashboard to include evenings and weekends so that we were there when the customers needed us. By assigning team members on both sides of the Atlantic we were able to cover both Europe and the Americas initially in English only.

By offering this instant engagement, we have trebled the volume of leads for this client in two weeks and are now rolling this out to provide webchat in other languages, starting with Chinese and Spanish to serve their key markets.

A new channel to fulfil an unexpected demand for additional support

It is a very different situation for another client whose new support service went live during the second week of lockdown. The crisis has created an unexpected demand for support services which they were not equipped to deal with. We proposed launching a webchat solution and we were live the next day. They elected to use PureChat, which is an easy-to-use plug-in, and we spent a couple of hours on a video conference with them configuring the system and agreeing our responses and procedures.

From the minute we went live, we’ve been providing their audience with instant support and reassurance, plus answering key questions about the impact of the crisis.

If you would like to talk to us about implementing web chat to instantly engage your customers (in up to 20 languages) contact us today or say hi on our webchat!