How should you evaluate and prioritize opportunities that can improve the user experience and create more value for visitors? Which of the dozens of options will keep your brand competitive while also impacting the bottom line and supporting sales? Among the various methods for attracting leads and customer conversion, live chatting is an essential component of your marketing strategy. According to studies, live chat boosts conversion by 20% and yields a 305% overall return on investment.

While traditionally used as a B2C conversion tactic, evidence indicates that all consumers ultimately behave the same way. As a result, B2B businesses will see a similar ROI when implementing this support channel. Why is live chat such an important part of generating sales-ready leads? Read on.

Educate throughout the buyer’s journey

Customer education is the foundation of modern marketing. The ability of live chat to answer questions creates a more personalized purchasing experience. This content personalization, which includes a live chat expert overcoming specific objections and redirecting the lead to highly targeted content (such as product pages or blog articles), can fill gaps and accelerate the buyer’s journey. Using content through live chat can help with conversion in ways similar to sales enablement.

A live chat platform like RumbleTalk can aid in connecting with a buyer. Through various chat types, you can choose the one that fits your business. Here’s how you can set it up.

1. Sign up for a RumbleTalk account.
2. Choose a chat type.
3. Open your admin panel and click Embed.
4. Copy the pre-generated code and paste it on your website.

It’s up to you what size you want the live chat to be and where it would appear on your site. RumbleTalk is easily customizable with advanced design options and CSS.

With various live chatting features such as calls, polls, and admin mode, customers will have no problem getting in touch with an agent. It’s a company’s best friend when it comes to live chat rooms.

Build trust and rapport

Decision makers and their teams conduct online searches to first comprehend their problem and then assess its ultimate solution. Live chat can increase buyer confidence as they progress. When a potential customer is unsure about the details of your offer, providing an immediate response to questions will help you establish yourself as an authority and trusted partner.

According to a survey, 77% of live chat users agree that chat tools positively improve their attitude toward the company with which they interact online.

The impact of live chatting on ROI

The impact of any tool on the bottom line ultimately drives the implementation decision. While live chatting can help with the buyer’s journey, it’s also important to include it in your technology stack as a way to charm current customers and create brand missionaries. Live chat, for example, has been shown to help in the following ways:

• Reducing overall customer service costs by quickly resolving questions.
• Reducing phone expenses.
• Creating a platform to manage multiple conversations concurrently. Rather than managing support escalations over the phone, this reduces chat support burnout.
• Improving the website experience, which causes customers to return.

Regardless of the benefits of live chat, this channel’s success will depend upon the vendor that delivers the service. The quality of agents and system features is a critical method of ensuring the benefits outlined in this article.

If you’re considering adding a live chat platform to your business site, then send us a message at support@rumbletalk.com. We’re offering a free demo to interested parties.

You may also check out our social media channels (Facebook, Twitter, Instagram) where we post snippets of how the platform works.

Good planning is the key to transitioning from offline communities to online. Whatever your situation is, it’s your responsibility to ensure that your team and participants are all safe in your digital space.

Transitioning offline communities to online

If you are organizing an online community event, we advise you to start developing your offline-to-online strategy from the beginning of your journey. This transition plan is just as important as creating your challenge or recruiting your team.

A community can begin with two people who have a clear intention to build a tribe. Other times, a community can emerge organically without a specific goal in mind.

Step 1: Prepare the technical side

To start an online community, you only need three tools. These are: the RumbleTalk chat platform, your website, and an optional live stream platform like Dacast. If you follow these instructions, you should have already set up your RumbleTalk account. You simply need to configure your live streaming tool. In our knowledge base, you can see a visual representation of our partners, as well as instructions on how to use them.

Do a test run before using your chat room and familiarize yourself with the software’s basic functions. Done? You are now software-ready to face any situation. Let’s get to your team.

Step 2: Prepare the team

The ability of your team to follow and adapt to the transition is critical to the success of your transition plan. You can make the process go more smoothly by clearly defining who will do what before, during, and after the event. By informing your team in advance of what they must do in the event of a transition, they will know what to do.

A moderator or a facilitator

This role was critical in an offline setting. It’s still critical in an online one. Your moderator will be the face and voice of your event, which will greatly influence participant engagement.

The main distinction between an offline and an online event is the isolation of online participants, which may have an impact on their commitment. Closing a browser window and leaving a virtual event is much easier than closing an actual door and leaving the room. The moderator establishes a physical connection between the participants and the event.

Speakers

The good news for speakers during the transition is that their roles will be much more flexible. Speakers must be physically present at the venue during an offline community event, which may result in some idle time. It’s a different game online. You can allocate and plan availability time slots for speakers from anywhere in the world to participate in your event.

Speakers lead the event wherein they can ask questions to the community. With a live stream, speakers can answer the questions from the participants. Moderators are working closely with speakers to man the chat room.

Volunteers/Agents

Volunteers are still the event’s community service agents, but it does change in form. Volunteers in an online event will be in close contact with participants via all media channels. They’ll be answering questions, resolving issues, and dealing with anything that might interfere with the event’s flow. All of this happens in real-time.

This means that for an online event, your volunteers must have a slightly different set of skills than for an offline event. So, they must be familiar with the chat platform, as well as the online visual meeting tool you’re using, in addition to the specific knowledge associated with your event.

We recommend that you train and empower your volunteers to use the tools as soon as possible when preparing/planning your offline event. This will ensure a smooth transition from offline communities to online. The sooner your volunteer begins using your chat platform, the sooner they will be operational.

Moving forward: creating scalable offline communities

A strong community can accomplish great things. People are more interested in your company when they believe you care about them.

To succeed, any community must be able to scale. After you’ve worked hard to build strong relationships offline, you must turn those people into brand advocates. To get your name out there, you must empower them to spread the word.

This creates an emotional bond that lasts both online and offline.

The foundation of healthy offline communities is connecting like-minded people with groups like these. RumbleTalk facilitates this in an online setting. Send us an email at support@rumbletalk.com and we’ll set up a free demo.

Your customers are the lifeblood of your company, which is why it’s critical to monitor how they interact with your brand. Don’t just contact them when you want their business; find ways to show them you care regularly. This is how you increase customer interaction.

Here are effective ways to connect with your customers and establish long-term relationships that will keep them loyal to your brand.

Don’t use a one-size-fits-all strategy.

Don’t just make yourself available when your company is doing well or your customers are happy. If you want customers to trust and respect you, you must first demonstrate your commitment to making them happy.

Don’t just make yourself available when your company is doing well or your customers are happy. If you want customers to trust and respect you, you must first demonstrate your commitment to making them happy.

Following up.

Following up is a simple way to earn the appreciation of your customers. Nobody wants to file a complaint or ask a question only to be met with silence. Respond to customers throughout their purchasing journey so they can form a bond with you. This is also an excellent way to keep your company at the forefront of your customers’ minds.

Follow up with an existing customer who purchases a new or unique product to ensure they enjoyed it. Customers should be thanked for doing business with you. Everyone enjoys being acknowledged. Follow-up is also an excellent way to identify dissatisfied customers before they leave a negative review online.

Customers should be polled.

Sending out polls is an excellent way to stay informed about your customers’ wants and needs. For example, your company can send out periodic customer polls to gather feedback on which products customers prefer, what changes should be made to existing products, and what products should be added to your line. When your customers feel like they have a say in what you offer, it can help to build loyalty.

Furthermore, polling your customers can help you improve your overall product or service offering and cater to what your customers want. This can lead to increased sales.

How to create a live chat room dedicated to customer interaction

1. Login or sign up to RumbleTalk and access your admin panel.
2. Select Embed.
3. Adjust your desired settings for your chat room.
4. Copy and paste the generated code into your website.

After completing the steps above, you will now see your live chat room on your website. You can use it next to a live stream, for conferences, job fairs, small discussions, community chats, and more. With a chat room, connecting with customers has never been easier.

For instance, customers can talk to an agent if he/she needs help navigating the website or completing a sale. Scenarios like these assist companies in building their customer service. In turn, it also builds up their rapport.

The significance of customer interaction to your business’ growth

Customer interaction provides businesses with the information they need to improve customer satisfaction.

Without examining customer interaction data, a company may be losing customers without knowing why. Examining that data can reveal communication gaps, common occurrences that drive customers away, and other poor practices.

By reviewing the average customer interaction, your company can improve its customer experience strategy and provide a more useful, pleasant chatting experience. And the more enjoyable the interactions become, the more likely it is that customers will become loyal to your company.

Get a chat platform that can do this for you. We are offering free demos if you want to know more about RumbleTalk and how we can help you achieve this. So, send us a message at support@rumbletalk.com and we’d love to have a chat!