SiriusDecisions Marketplace

Online Chat

Online Chat

There are two types of online chat mechanisms to facilitate visitor research and purchasing behavior: reactive and proactive. With reactive chat, visitor initiate sessions by using a “click to chat” link. With proactive chat, reps invite visitors to a live session to resolve problems or offer assistance in finding information. Online (or live) chat improves marketing’s ability to attract, engage and qualify the right audience, and to drive higher conversion rates. Even for sites that are conversion-optimized with persona-based messaging, progressive profiling and buying-stage-specific content offers, many visitors may not find or understand their conversion-optimized path. Live chat enables reps to send individuals directly to the information that will encourage the continuation of their buyer’s journey. To support sales, reps (e.g. teleprospectors, inside sales) can use live chat to prevent visitors from leaving a Web site before a purchase transaction is completed or an inquiry is captured. Chat provides reps with an opportunity to present special offers and promotions, and to upsell offerings to increase transaction value. Even for long, non-transactional sales cycles, chat helps reps engage visitors earlier in their buying process, as many of them are not receptive to phone outreach or in-person meetings. Show less...

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