Is Live Chat On Your Site A Good Call To Action? - Marketing & Sales - Contractor Talk

Is Live Chat On Your Site A Good Call To Action?

 
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Old 01-26-2018, 03:36 PM   #1
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Is Live Chat On Your Site A Good Call To Action?


Seems lately I am getting communications from website companies looking to promote Live Chat as another option for a website.

Anyone here really seeing a benefit other than having another way to have distracting things on the site?

I actually prefer to have the phone or form method of communication.

It seems the vast majority of those Live Chat features either
1) apologize that no one is available right now
2) take forever to get someone available who knows what they are talking about
3) take forever to get to the point once someone decides to reply

So for me I prefer to say I would forget about it, but I am open minded to promoting the positive aspects if they are worth the effort. Any comments?
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Old 01-26-2018, 06:35 PM   #2
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Re: Is Live Chat On Your Site A Good Call To Action?


Unless you are going to pay a knowledgeable person to monitor it 40 hours a week I see it as useless.

I agree the canned responses annoy me as I see them as a waste of time.

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Old 01-28-2018, 09:13 PM   #3
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Re: Is Live Chat On Your Site A Good Call To Action?


would be ok if you are launching a product, not offering a service.
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Old 01-28-2018, 10:23 PM   #4
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Re: Is Live Chat On Your Site A Good Call To Action?


I have it set up on my website. I get notified when someone hits my site and I choose to send them I chat invite or not. I use a service called formilla. I use it as a tool to direct them to the web form to set an appointment. It's funny that most people assume it's not really me.
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Old 01-29-2018, 03:41 AM   #5
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Re: Is Live Chat On Your Site A Good Call To Action?


Quote:
Originally Posted by Stryker1-1 View Post
Unless you are going to pay a knowledgeable person to monitor it 40 hours a week I see it as useless.

I agree the canned responses annoy me as I see them as a waste of time.

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I agree all they do is piss me off. I think you will lose business using it.
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Old 02-01-2018, 06:42 PM   #6
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Re: Is Live Chat On Your Site A Good Call To Action?


Have you considered a live chat that has a mobile app? That way you could get notified while in the field and respond immediately.
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Old 02-01-2018, 07:00 PM   #7
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Re: Is Live Chat On Your Site A Good Call To Action?


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Originally Posted by BenRead View Post
Have you considered a live chat that has a mobile app? That way you could get notified while in the field and respond immediately.
I don't like to be bothered with every cold call while working.

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Old 02-05-2018, 07:10 AM   #8
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Re: Is Live Chat On Your Site A Good Call To Action?


We set up a live chat on our website and it seems it takes forever to get employees used to respond to inquiries. But I'm working on it.
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Old 02-07-2018, 07:45 PM   #9
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Re: Is Live Chat On Your Site A Good Call To Action?


I have tried the on site chat and found it to not be very helpful in my niche. An alternative to on site chat, is using the new messaging option that's now available on your My Business google listing.
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Old 04-11-2018, 12:07 PM   #10
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Re: Is Live Chat On Your Site A Good Call To Action?


We use FieldServiceChats.com to answer live chats on our behalf, and we only pay if the chat becomes a lead. Meaning they capture the person's name, phone#, email. We have been using them for a few months now and I have seen an increase in leads. Probably 20-25%. They are not scripted and answer chats 24/7. The way I see it, chat is there to capture the lead, and then it's up to my CSR to set the appointment. Some people prefer to chat, so that's why we offer it. It's not about my personal feelings towards chat, but if 1 potential customer prefers to communicate that way then why not offer it, since I'm only paying for it if they become a lead. They also have the ability to connect a person who initiates a chat to our office with a phone call. Also pretty cool. It's just another tool in the digital tool chest as far as I am concerned.
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Old 04-14-2018, 07:51 PM   #11
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Re: Is Live Chat On Your Site A Good Call To Action?


Technology is great but you have to be able and willing to support it. A live chat feature with no one to answer it is like having a telephone but not answering it when it rings.
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Old 04-15-2018, 09:31 AM   #12
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Re: Is Live Chat On Your Site A Good Call To Action?


Quote:
Originally Posted by lakeshorecustom View Post
Technology is great but you have to be able and willing to support it. A live chat feature with no one to answer it is like having a telephone but not answering it when it rings.
\

It seems that most responses to a Chat feature are:
1) a auto-reply saying they are offline, and then it brings you through a traditional question process in order to have the person get back to you. In this case, the contact feature would have been the same, or
2) you have to waste time while watching the traditional "the other person is typing", and you go back and forth with an operator who eventually says "I will have someone call you back", in which case the same thing above, it would have been better to just send a direct contact submission.

The Chat feature is overrated in my opinion.
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Old 04-20-2018, 04:27 AM   #13
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Re: Is Live Chat On Your Site A Good Call To Action?


Quote:
Originally Posted by MOTB View Post
\

It seems that most responses to a Chat feature are:
1) a auto-reply saying they are offline, and then it brings you through a traditional question process in order to have the person get back to you. In this case, the contact feature would have been the same, or
2) you have to waste time while watching the traditional "the other person is typing", and you go back and forth with an operator who eventually says "I will have someone call you back", in which case the same thing above, it would have been better to just send a direct contact submission.

The Chat feature is overrated in my opinion.
Agreed - there's no doubt it can be useful in certain situations, such as for large organisations and brands, but more often than not it tends to harm the user experience.

Just think about how many times you've logged on to a site, had a chat box pop up with an automated greeting, and thought 'Oh good, I can live chat with someone... maybe. If they're there. And I end up wanting to chat about something.' Compare that with the number of times you've immediately looked for the little 'x' to close it down.

If you're already looking to complain to/contact a business/contractor then you'd hunt down the contact info anyway - more often than not chat boxes come across as a gimmick. Make sure you contact details are up to date, easily accessible, and reachable; it's just as helpful, if not more so.
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Old 04-27-2018, 09:23 AM   #14
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Re: Is Live Chat On Your Site A Good Call To Action?


We're getting better and better and employees are getting used to the live chat. They start to respond immediately and we're getting lots of leads and inquiries. Not all are relevant but I think this is a good start.
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Old 05-31-2018, 10:42 AM   #15
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Re: Is Live Chat On Your Site A Good Call To Action?


Live chat is especially obnoxious when the "live chat rep" sends a robo message like "Hello, how may I be of assistance today?" and it pops up or chimes. That sends me running.

If you're going to utilize live chat, you'd be better served by including a live chat link under your phone number and email address on the separate "Contact Us" web page that populates in a separate window. Let the shopper feel like they've found you rather than like you've pushed yourself onto them.

A final thought: I've only really used live chat to resolve problems with my credit card company or with my cell phone service provider so its usually a negative/I have a problem/fix your mistake experience...maybe this emotion is what's evoked for some clients and thus hurts your chances of locking them down as a client? Just a thought.
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Old 05-31-2018, 11:18 AM   #16
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Re: Is Live Chat On Your Site A Good Call To Action?


The Chat option is a last resort to me, not my first choice... don't really look for it otherwise... nowadays hard to even know if you're talking with a person or an AI bot...
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Old 06-07-2018, 08:18 AM   #17
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Re: Is Live Chat On Your Site A Good Call To Action?


It's really just dependant on the capacity of the company you are working with. If there is a knowledgeable secretary that is there full time, I think it really converts customers. As long as you are not just leaving an automated bot chat software to respond and waste peoples time...

We did a heat map test on one of our contractors websites to see where people were clicking and where we lost them and what we found was pretty interesting. Many people(especially in a younger audience) would opt into the form and choose not to call. However, we noticed people engaging with the form, not fully filling it out fully and then moving to the chat option for an instant and easier method of response. It's funny but people in today's society are also sometimes weird about calling and would rather choose to chat through text.

Hopefully this is helpful in helping everyone make a decision.

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Old 06-08-2018, 07:40 PM   #18
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Re: Is Live Chat On Your Site A Good Call To Action?


Yeah, we are thinking of starting with a live chat as our marketing agency is recommending it strongly but I'm afraid the employees won't have the time to actually respond to inquiries. And I'm not sure how many of those inquiries will be relevant. Do we need a full-time person dealing with live chat?
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Old 06-09-2018, 02:02 PM   #19
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Re: Is Live Chat On Your Site A Good Call To Action?


Quote:
Originally Posted by HomeArt View Post
Do we need a full-time person dealing with live chat?
No way at all since it is used "so infrequently". This is simply a waist of effort for the extremely limited chance of getting a valid hit. Let them send you an online inquiry and then you just get back to them, or better yet, they will call you if it is that important.

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