This is prime market research because the customer is going through all the hurdles and obstacles that stand between them and a purchase. Savvy marketing departments use this information to further refine their messages
Brisbane, Queensland (PRWEB) July 13, 2012
Customer service has become a rarity it seems on the high street of Australia as the major retailers start to lay off their staff. Yet a facility called live chat is becoming more and more common not only among e-commerce stores but also among ambitious professional service companies and niche focused product vendors.
InternetRetailer.com yesterday featured the sports clothing brand UnderArmour and their experience with Live Chat. Almost 1 in 3 of all of UnderArmour's Live Chat discussions end in a purchase within 24 hours. Anybody with a history in retail will know that is much higher than the high street would expect to achieve.
Live chat facilities allow customers to speak to a human being instantly whilst on a website. This allows the prospect to ask questions and get direct responses in real time moving them forward much quicker in the buying process. Much the same as high street retail used to work pre GFC.
David Twigg of Online Marketing Consultants, Lead generation specialists based in Brisbane,Australia says that this is now starting to become a major differentiator.”It stands to reason that whenever you are looking to purchase a product or service you will have plenty of questions. Good websites should be answering most of those but no website will either be answering all questions or have every answer easily accessible.Live Chat is a great innovation that not only stops customers drifting off to the competition but ingratiates great customer loyalty simply by the fact that you have offered that level of support.It also allows Live Chat operators to upsell by discussing differences and benefits of a higher priced offering.”
Beyond the human interaction in a non-human world Live Chat also allows a tracking of conversations as the script is typed out. Twigg says “This is prime market research because the customer is going through all the hurdles and obstacles that stand between them and a purchase. Savvy marketing departments use this information to further refine their messages both on the website and in any other marketing material. The professional service companies such as personal injury lawyers and accountants where we have installed live chat are finding it quite eye opening as it seems to be pre-selling the customer allowing easier conversions.”
Google recently stated that almost 50% of Australian businesses still don't have a website so perhaps live chat isn't going to be an overnight phenomenon.
OMC implement online marketing campaigns for companies looking to grow their revenue through online lead generation using a range of traffic platforms including Google adwords advertsing. To read How One Simple Change Can Improve Your Google Advertising click the link.