The fast development of technology in the 21st century has been transforming businesses digitally. Add to that the rising demands of the modern consumer for real-time solutions to their questions and problems.

Real-time marketing was born to meet those demands. One of the most effective and most preferred real-time marketing methods is live customer support (translate: live chat). A Forrester report said that 30% of customers want websites to have a live chat.

However, not because you have live chat on your website, you can increase your ROI magically. A lot of elements are needed to make your real-time strategy successful.

Brand and Customize

Your brand sets you apart from your competitors, so make sure your live chat design blends seamlessly with your website design. Also use the picture of a real person to let people know that they are indeed talking to a real person, not a chatbot.

Aside from the aesthetics, you also need to brand your invitation and response. Create standard chat triggers based on user behavior. For example, the trigger for a user who visited the “Pricing Page” is different from someone who viewed the homepage.

You can offer a special discount or package to the person who surfed the pricing. On the other hand, you can extend help or encourage the person who visited the homepage to ask questions about something that he finds interesting.

Train and Measure

Your employees should be your best spokespeople. However, if you don’t train them well, they can also become the worst. Thus, if you want to make your real-time strategy successful, you have to continually train your customer support team on how to communicate with customers effectively. They have to know how to respond to different customer behaviors.

There should also be an evaluation to make sure each person in your support team is improving. The most effective way to evaluate their progress is through the number of customers they’ve engaged and who were satisfied with their performance as well as the leads they acquired and qualified.

Smart Tip:
With Xeno, you can measure the number of contacts engaged easily with the Analytics page. You can also measure their satisfaction by adding post-chat surveys.

Socialize

Put your social account to good use and make them work for you. In other words, connecting with your customer does not end with the live chat. Encourage your customers to connect with you on social media. You can also ask them to talk about their experience with your brand on their social media accounts. Therefore, you have to make sure your social media accounts are linked to your customer service tool so that you can easily communicate with your customers through every channel. If they see that their problems can be resolved instantly without even needing to change platform, it is very likely that they will share their satisfaction on social media.

Humanize

Real-time marketing is about connections. The primary reason why you have this strategy is for you to build a relationship with your customers. You are there to resolve the customer’s problem quickly but, at the same time, you are starting what could become a long-term relationship of trust.

Focus on what the client needs, even if it means that you have to listen more and speak less. But if that can bring the best solution to your client’s need, then that’s what you should do.

Are You Ready to Supercharge?

Real-time marketing is being flexible and adaptable to any given situation at the moment, and the best way to do that is via live customer support. However, if you look at the tips we gave you, there’s no ‘secret ingredient’.

All you need to do is ask questions and listen well so you can get to the core of what your customers need. Training your people is also important, so they hone their people skills and remain accountable to your company’s value. If they can give customers the best experience, your customers will become your advocates as well.