Should I include Live Chat or not?

by 38 replies
There is this new site we have been putting together which offers SEO services for the Real Estate industry for now. I thought I had it all figured out until my developer asked whether we should include live chat or not.

I thought I could use some advice from here. Should we include Live Chat or Not? And why?


Thanks in advance.
#main internet marketing discussion forum #chat #include #live #live chat #live chat for website #live chat plugin #live chat software #seo
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  • Profile picture of the author vishwa
    Live chat will give extra advantage to your site. This will give your users opportunity to get connect with you and solve most of their queries in very first time.
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  • Profile picture of the author RefuseToLose
    Yes.

    Live chat is amazing for addressing any concerns your customers may have IMMEDIATELY.

    Think about it... If your website isn't good enough at selling someone 100%, they could just leave and go somewhere else. But you have the ability to sell someone directly 1 on 1 if they land on your website and choose to talk to you. That's very powerful.

    Always go with a live chat option. Especially if it's a high ticket product.
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    • Profile picture of the author K Edward
      Originally Posted by RefuseToLose View Post

      Yes.

      Live chat is amazing for addressing any concerns your customers may have IMMEDIATELY.

      Think about it... If your website isn't good enough at selling someone 100%, they could just leave and go somewhere else. But you have the ability to sell someone directly 1 on 1 if they land on your website and choose to talk to you. That's very powerful.

      Always go with a live chat option. Especially if it's a high ticket product.
      I think you are right. Currently we are using a support ticket system but again goes through a long process before the prospective client actually gets the response.
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  • Profile picture of the author johndefoe
    Having an additional service is always a plus. The real question is, is it worth it?

    If you can have someone that can cover it amongst his other work for minimum expenses than it is probably worth it. It also depends on how often would your clients decide to use that service.

    Worst case scenario is you are paying someone to do this and you have like 1 question a day.

    SEO for RealEstate seems like a niche where clients could have some questions for you.

    I hope some people who are using Live Chat will get back to you with their experiences.

    We are using skype to cover this. Skype account where every employee logs in so when the question comes in anyone can answer it.

    And in SEO niche people tend to have some question before they decide to purchase a service from you.
    • Profile picture of the author K Edward
      Originally Posted by johndefoe View Post

      Having an additional service is always a plus. The real question is, is it worth it?

      If you can have someone that can cover it amongst his other work for minimum expenses than it is probably worth it. It also depends on how often would your clients decide to use that service.

      Worst case scenario is you are paying someone to do this and you have like 1 question a day.

      SEO for RealEstate seems like a niche where clients could have some questions for you.

      I hope some people who are using Live Chat will get back to you with their experiences.

      We are using skype to cover this. Skype account where every employee logs in so when the question comes in anyone can answer it.

      And in SEO niche people tend to have some question before they decide to purchase a service from you.
      Thanks for your thoughtful reply johndefoe. We currently don't have a large volume of inquiries yet, as we just launched. I was thinking I could have my social media guy handle this as well and I could just add to the package. I don't how sustainable this is however.
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  • Profile picture of the author instadigit
    You have to include Live Chat in your website otherwise bounce rate will be more. Most of the people don't waste their time in finding Contact Us form or Contact Us Link. However, if you include Live Chat and start conversion as soon as they visit your website, you can understand what type of service they need.

    Some customers post their queries in Live Chat itself. So, it is necessary to include.
  • Profile picture of the author lgreen55
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  • Profile picture of the author Anis Chity
    I think it will be very useful for your users to have a live chat where they can ask their questions and solve their problems instantly! If I were you I would definitely add the live chat!
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  • Profile picture of the author K Edward
    Going by the posts above, I should definitely consider implementing Live Chat, however, am wondering if I should wait so that I have enough numbers to make it viable - Considering it will need someone to attend to the queries almost all the time. Anybody currently having live chat on their site? What is your experience?
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  • Profile picture of the author PPG19
    Absolutely! But it also depends on what type of site you have.. But for 90% online business i would recommend it.
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  • Profile picture of the author Mo Goulet
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  • Profile picture of the author alldigitalbiz
    Hi there.
    Yes, Its necessary to have Live Chat in your website to help you close more deals/sales because you are offering a Seo Service so many people come to your website and they have many questions that needs to be answered as soon as possible. So my recommendation is to have a Live Chat Plugin in your site. It will help you a lot.
    Hope it helps
    Andres
  • Profile picture of the author Marx Vergel Melencio
    K Edward,

    Originally Posted by K Edward View Post

    There is this new site we have been putting together which offers SEO services for the Real Estate industry for now ... Should we include Live Chat or Not? And why?
    For your ideal prospects? Yes, I think so. Here's why:

    They're most likely used to talking to someone when they want to acquire services and supplies.

    They want instant answers to specific questions that they have about your services.

    They probably won't be able to quickly and conveniently find what they're looking for from your onsite content. Most likely, a lot of them just have general knowledge in SEO and its potential impact on their campaigns. They're actively looking for good SEO providers with relevant experience in the real estate markets probably because what they know is that they need to get top Google rankings for relevant searches by their ideal prospects in their target areas, and that's it.

    I don't expect them to spend a lot of time doing that when they could just simply go to the next provider that offers phone support and live chat.

    If you're worried of added manpower costs, then you can look for phone and live chat support companies that might be interested in revenue share arrangements (pay per performance agreements). That way, you can just focus on driving traffic to your site, and for them to just focus on closing sales for you and providing support to your customers ...
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    • Profile picture of the author K Edward
      Originally Posted by Marx Vergel Melencio View Post

      K Edward,



      For your ideal prospects? Yes, I think so. Here's why:

      They're most likely used to talking to someone when they want to acquire services and supplies.

      They want instant answers to specific questions that they have about your services.

      They probably won't be able to quickly and conveniently find what they're looking for from your onsite content. Most likely, a lot of them just have general knowledge in SEO and its potential impact on their campaigns. They're actively looking for good SEO providers with relevant experience in the real estate markets probably because what they know is that they need to get top Google rankings for relevant searches by their ideal prospects in their target areas, and that's it.

      I don't expect them to spend a lot of time doing that when they could just simply go to the next provider that offers phone support and live chat.

      If you're worried of added manpower costs, then you can look for phone and live chat support companies that might be interested in revenue share arrangements (pay per performance agreements). That way, you can just focus on driving traffic to your site, and for them to just focus on closing sales for you and providing support to your customers ...
      I will hesitate to bring on board a third party this early, but from your explanation, live chat plus phone is critical for closing sales real quick. Thanks a lot for your input.
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    • Profile picture of the author DGabeNJ
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  • Profile picture of the author customerblast
    We include live chat on our site and it increased sales 27%, the key is of course having someone there to provide quality response when people do engage the chat.
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    • Profile picture of the author K Edward
      Originally Posted by customerblast View Post

      We include live chat on our site and it increased sales 27%, the key is of course having someone there to provide quality response when people do engage the chat.
      Congrats, 27% is a significant move. Do you guys have an inhouse support personnel to handle this or do you outsource?
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  • Profile picture of the author Ekta Tiwari
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  • Profile picture of the author PrincePatridge
    I think you should include a live chat. Some visitors may have one or more questions about real estate. Furthermore, adding a live chat will gradually increase visitors to your website because some will refer new visitors to your website.
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  • Profile picture of the author spearce000
    Unless you're going to have someone there to answer questions 24/7, I'd give it a pass. Personally I find it annoying when the "live chat" window pops up with a message saying it's unavailable. I always think: What's the point of having it if it's "dead chat"?
    Just my 2 cents!
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  • Profile picture of the author johnmuck123
    I support to use the Live chat option. because one customer can get instant answer from you. So anyone will like this service without any hesitation. It will give you an extra benefit to your business. Thanks for your interest.
  • Profile picture of the author RichBeck
    Originally Posted by K Edward View Post

    There is this new site we have been putting together which offers SEO services for the Real Estate industry for now. I thought I had it all figured out until my developer asked whether we should include live chat or not.

    I thought I could use some advice from here. Should we include Live Chat or Not? And why?


    Thanks in advance.
    In the time you took to post here, you could have had Live Chat up and running... :-)

    If you are selling "high ticket" services, it is a must...

    Simply put, it helps your prospects feel more comfortable handing over their hard earned cash... while you address any lingering questions or concerns.
  • Profile picture of the author wpvideotraining
    Yes, because you cab answer their questions live and fast. People don't like to wait. If its a WordPress website it's an easy setup, plus there are a lot of good free WordPress plugin for live chat.

    Have a good one :-)
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  • Profile picture of the author DABK
    Will you have someone to chat 24 hours a day?

    By someone, I mean someone good, who can answer any and all questions on the spot?

    By someone, I mean enough people to answer all chat requests promptly. What happens if you have 10 at the same time? 30 at the same time?

    Did you ask your current visitors if they'd use it?

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