Introduction: Live Chat Software
Live chat software
Step 1: Live Chat and Customer Acquisition Through Social Media
When social media innovations such as Facebook and Twitter first appeared on the proverbial horizon as ways for individuals to connect, communicate and share, no one envisioned that some day, social media would become the go-to-platform for businesses worldwide. Just about all the social media networks have made provision for organizations to make their presence felt through social media. Facebook gives businesses the benefit of the Fan Page while Twitter lets enterprises, both large and small, Tweet their wears to their heart’s content. These are only a few examples of how the efforts made by social media platforms to connect with business and industry has emerged as a run away success.
There are two ways in which enterprises have been able to leverage the power and potential of social media to their benefit both of which bear direct relevance to our discussion here: not just customer acquisition but also customer service.
Live Chat and its Role in Social Media
Live chat can be a powerful way to jump start your customer acquisition and customer support initiatives through social media networks like Facebook and Twitter if you choose to pursue this avenue. Here is how:
Sign up for Live Chat Software Service
As an initial step and a point of departure, you will first have to implement a live chat solution on your website. This has its own advantages even without social media inclusive. you can:
- Answer customer queries live and in real time
- Respond to customers without having to depend on other service channels entirely such as phone and email
- Optimize your budgetary allocation for sales and customer service since live chat is the least expensive among all the service channels you may want to use
- Generate chat transcripts to facilitate customer recall and train your chat operators
- Proactively greet and contact customers using what is called proactive chat where you initiate the live chat interaction once a customer arrives on your website
- Share your screen using the co-browsing feature and walk your customers from the top to the bottom of the sales funnel
As you can see, live chat has its own stand alone advantages. The synergy, when combined with social media, is incredible as you will notice in a moment.
Integrating Live Chat with Social Media for Customer Acquisition and Support
Integration depends on the social media property in question. We have provided you with a brief overview of how to achieve your objective on two of the most popular networks:
Facebook, for instance, lets you integrate an entire web page with your Facebook Fan Page through iFrames. Design a landing page of sorts to be integrated with Facebook. The page should prominently feature your live chat icon and instructions on how to use it. This will enable your customers and prospects to ask questions and seek clarifications directly from your Facebook Fan Page while responding to your Facebook posts.
After every two or three Tweets featuring content which you believe will interest your followers, Tweet a link to your live chat landing page and encourage your followers to interact with you, ask questions and seek information relevant to your industry vertical, domain or niche.
As always, engagement is the key to sustaining customers. Integrating live chat with social media provides an excellent gateway to building bridges with new customers and preserving existing relationships.
