Nowadays, customers expect to engage with someone immediately when they are seeking support. Speed and quality are everything for today's consumers. But speed and quality are difficult to achieve in tandem.
The good news is that you can use web chat tools at almost every stage of the customer lifecycle to help with both the speed and quality of your interactions and support.
What is web chat?
Web chat is a communication tool on your website that allows you to talk to your visitors, leads, and customers in real-time. It helps you answer questions, support challenges that arise, resolve issues, or direct users to the specific solutions they need.
Under the web chat umbrella are live chat and chatbots.
Live chat entails human-to-human interaction — meaning, a human (such as a sales or service rep) speaks with the visitor who's reaching out via live chat software.
Web chat can also include the use of a chatbot. A chatbot helps you manage real-time interactions on your website without the need for a rep to work with the customer. Bots can interpret the needs of a visitor and point them in the direction of the solution as well as answer FAQs and provide basic support (e.g. shipping status).
Web chat tools — both live chat and chatbots — have the power to:
Help marketers nurture leads and obtain information about your audience and their behaviors to more effectively tailor content and campaigns to them.
Allow salespeople to engage with prospects directly and in real-time.
Give customer service reps the ability to respond to questions and resolve their challenges quickly.
So, which web chat app should you choose? Take your pick from some of the best chat tools.
Choosing a web chat software that works best for your sales teams boils down to your desired functionality. Do you want software that will pre-qualify your leads by gathering customer information before speaking to them? Do you want your widget to integrate with your CRM and seamlessly transfer contact information?
Think about your sales team’s needs for web chat functionality and a successful sales cycle, and choose the tool that has all the features to help you best communicate with your leads and close more deals.
Editor's note: This post was originally published in May 2019 and has been updated for comprehensiveness.
Originally published Jun 13, 2022 7:00:00 AM, updated June 13 2022