This Live Chat feature in a website is part of Customer Experience Management and it is one of the touch points for the customer with the business. It is one of the important features to be used similar to a counter to chat with the customer or a telephone device to talk to a customer. How effectively are the representatives using it? Are they correctly using the website visitor and generating leads or are they wasting the lead?
Only when we go into the real scenario, we can understand it. It might look like all is well. As usual, we did a market study and analysis on a business by business basis. Today, this article is about a Real Estate Builder in Chennai and it’s website.
Website is all good. As soon as I open the website, I have a representative saying Hi to me. Her name was Shruthi, and I am sure that is a false name. The timing was quick. As soon as I opened the site, I was pinged back, which is good.
But, the point to be improved is as follows. I was trying to ask, what is the rental property value, if I buy the property and give it for rent. The question is related to buying their property only and it is about their sales only. Instead of answering my question, Shruthi was behaving like a robot and starting to explain about the property only.
After my repeated posting of my question with deeper explanation about my question, Shruthi kept on saying please give my name and number. I am a customer, who would want to clarify my basic doubt and I am not ready to give my number to a frequent spam caller, unless I clear the doubt. If the rental value is to my satisfactory level, I might positively give my number or even I might ask their number for me to call.
Since, Shruthi was only curious to get my name and number, I did not give my number and I closed the chat. The lesson here is – Live Chat representative should help or in fact any customer dealing representative should HELP and do not try to grab the customer’s contact details. If you really help, automatically the lead is your customer.
That is a simple trick to GENERATE LEADS and/or to CONVERT your LEADS to CUSTOMERS.