Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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WEB DESIGN SEO CONTENT SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS LEADS HOW TO USE LIVECHAT TO IMPROVE SERVICE AND GENERATE SALES LEADS LINDSAY MEADE MARKETING COORDINATOR [email protected] 214.224.0050 x.210 DARRELL AMY MARKETING STRATEGIST [email protected] 214.224.0050 x.101

Transcript of Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

Page 1: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

WEBDESIGN

SEO CONTENT SOCIAL MEDIA

VIDEO CALLS TOACTION

PRODUCTCATALOGS

LEADS

HOW TO USE LIVECHAT TO IMPROVE SERVICE AND GENERATE SALES LEADS

LINDSAY MEADEMARKETING [email protected] x.210

DARRELL AMYMARKETING [email protected] x.101

Page 2: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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LEADS

AGENDA

● What is Live Chat

● Why Live Chat is critical

● Benefits

● Best Practices

Page 3: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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WHAT IS LIVE CHAT?

The ability to instantly chat with a dealership representative through your website.

Page 4: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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WHY?

73%“Valuing their time” The most important thing

companies can do to provide good customer service.

Forrester 2015

36Average Age of a Network Admin

Page 5: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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CHANGING EXPECTATIONS

Page 6: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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IMPROVE SUPPORT AND REDUCE COSTS

Page 7: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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RESOLVE ISSUES IMMEDIATELY

7 MINThe time in which

millennials want service issues resolved.

Microsoft 2016 State of Services Report

Page 8: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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LIVE CHAT SERVICE INTERACTION DEMONSTRATIONwww.dealermarketing.net

Page 9: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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FEEDBACK

I am contacted on LiveChat multiple times a month.

We have closed several toner orders and 3 hardware deals directly from the contact through this app..

Being able to be connected on my phone and answer questions at 9 p.m. impresses clients

Page 10: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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GET REVIEWS

Drive Google Reviews and Net Promoter Score SurveysGet new social media followers

Page 11: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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INTEGRATE SOCIAL

Add LiveChat to your Facebook page

Page 12: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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GENERATE NEW SALES LEADS

Page 13: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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ADDITIONAL BENEFITS

Cross sell services to people who come to your website for support.

Page 14: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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LIVE CHAT SALES INTERACTION DEMONSTRATIONwww.dealermarketing.net

Page 15: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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CONVERTING WEBSITE VISITORS

Special ReportsWhite Papers

Buyer’s GuidesChecklists

Technology Strategy Review

Page 16: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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SALES BEST PRACTICES

1. Politely qualify the opportunity

2. Handoff to a sales rep

3. Offer a link to helpful information on your website

Page 17: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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INTEGRATE WITH YOUR CRM

Record chats in your CRM

Page 18: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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LIVECHAT BEST PRACTICES

Page 19: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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PREPARE YOUR STAFF

❏ Determine who will answer LiveChat requests❏ Set up processes for routing requests to the

appropriate department❏ Train your chat staff

Page 20: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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RESOLVE ISSUES QUICKLY

❏ Consider canned (pre-selected) greetings so your agents aren’t always typing the same messages

❏ Set clear expectations for how long you expect it to take to find a solution❏ Let them know how long they should expect to wait, what they are

waiting for and if you will need to transfer them to a specialist

Page 21: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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BE SIMPLE AND PRECISE

● Have alternate media at-the-ready● Sharing Youtube videos, blog articles, screenshots, etc.

will help you avoid spending time writing out lengthy responses and ultimately cut down on resolution time

Page 22: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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BE FRIENDLY

● Be cheerful● Be professional● Use honesty● Be empathetic● Be responsible

Page 23: Webinar-How to Use LiveChat to Improve Service and Generate Sales Leads

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NEXT STEPS

30 Day Trialwww.dealermarketing.net/livechat

Ranges from $16-$50/mth/seat

LiveChat Cheat Sheet