Nveevo’s Blog

Since the technological revolution and the widespread use of the Internet, businesses around the globe have found a new medium to reach out to customers and offer all sort of products and services which can be distributed to markets that before would not have been easily accessed.  A guy in Brazil can order online the most recent cell phone that is not yet available in his country, while the Singapore socialite picks out clothing from the latest Paris collections from the comfort of her house. 

Online business is the way of the future and companies have been investing a lot of time and resources to building the best possible websites and developing marketing campaigns to attract clientele. But then when the visitors come to the website, how do you convert these visitors in to customers?  You need to catch the lead and close the sale, and that’s where most websites fall short.

A LEAD is correctly described as “information regarding or provided by a consumer that may be interested in making a purchase.” (1) And lead capture refers to the techniques or methods used to gather such information.

One common mistake is to interchange Lead Capture and Lead Generation. While they are closely related and serve the same purpose, that is getting valuable information and increase conversion ratios, they different in the approach towards customers.

Lead Generation although sometimes efficient is most of the time annoying. Who hasn’t received calls from telemarketers offering services that do not interest us and not to mention the exacerbating pop-ups while concentrating on a document? This contributes to alienate any potential customers and therefore is a waste time and resource.

Lead Capture, however is, offers the best lead and almost 100% closing rate. Why, will you ask? The answer is simple: because the lead is already interested. The concept behind Lead Capture is gathering information that the visitor gives out willingly. The visitor is already aware of the service or product and just needs a little more information or the final push to buy. 

Many tools can be use to capture a lead. Most website have a lead capture page where the visitor is invited to leave and email address to be contacted, request a phone call or fill out a full contact form.  Although the aforementioned methods are quite common and reliable, they can be time consuming and the visitor might leave the website wanting more and most importantly the interest level might diminish and even die out by the time they can an answering. 

In my experience, having a Lead Capture Chat Service is the BEST way to catch a lead. The visitor can either open a chat session or be invited to chat with an operator, who will give all necessary information to the visitor while skillfully gather the contact information and forward it to the sales team or even close the sale right there and then.

In short with the Live Chat Lead Capture Service a hot lead stays Hot!

We all remember that now infamous Hillary Clinton’s ad asking what would happen when that phone rang at 3am. This has been commented in length in the media but however, it brings us to an important business question: What happens when a customer tries to reach you at 3am?

The Internet allows your business to be open 24 hours, 7 days a week and therefore you should have a customer support system available at all times and most importantly a Live one.  In the fast-paced lives that most of us lead nowadays, every minute is precious and having someone service a customer real-time can make the difference between you and the rest of the crop.

We are all too aware of the “please hold, an operator will be with you shortly” recordings that frustrate us. Having Live customer Support enables you to help your customers right when they ask for help, when they need it, either for a last question before purchasing the product, a quick question regarding the request form or for tracking their package, little details that make a HUGE difference and will have them coming back to your website.

When it comes to selling a product/service and customer service in general, like Robert Wholey said: Rule #1: the customer is always right. Rule #2: if the customer is ever wrong, re-read rule #1″. Therefore there is no point in asking why the customer doesn’t call during business hours? Or why can’t he wait 5 minutes?  If you are to be a successful business you have to provide Live Customer Support all day long, every day!

Regardless of the size of an organization, companies across the world are realizing the financial benefits of live chat customer service. Rather than assume payroll, employee and training costs, live chat customer support reduces costs and cultivates new customer and client relationships. The inclusive solution combines chat software with real live help. Instead of losing valuable targeted traffic, operators interact with web site visitors: Collect contact information (warm – hot lead generation), responds to customer support questions and solves technical issues.

Unlike traditional chat software, live chat customer service takes a proactive approach to converting site traffic. For example, the next generation of live chat service, chat247 interacts with site traffic by offering support and responding to sales questions.

But not all live chat customer services extend the same service. And, not all live chat customer services are appropriately aligned for all businesses. A market study conducted at MIT showed that CEOS prefer business process outsourcing companies where flexibility, accountability and return on investment are part of the complete package.

Nveevo, the makers of Chat247 recognized the need for call centers to be liable for their services. As a result, the company integrated traditional chat software with an interactive web-based technology.

Chat247 exceeds traditional call centers and live chat software. The cutting-edge live chat customer service offers live, real-time support, rendering the following benefits: Pre-sales lead generation, Proactive Customer support, Live Chat Customer Services Monitoring, Web analytics and other tracking functions, Online safety features (SSL data transfer) and other resourceful features.

White Paper: Keys to successful chat

Which captures more leads, Pre-sales leads or buying leads?

Statistics show that there is only a one to five percent conversion rate with buying random leads. Target-specific, pre-sales leads account for more than 30 percent of converted sales.

Buying leads is quite expensive when compared to the cost and value of capturing more leads directly from a business site. The lead capture technology of Chat247 from Nveevo generates warm to hot leads for a fraction of the price and the lowest cost, possible. Since chat247 exceeds traditional chat software by offering a 24/7 live operator, the web-based interactive lead capture engine is multifaceted with the following services and features: Lead Capture, Customer Support, Technical Support, Web Analytics, SSL Secure and more…

Why buy random leads when Chat247 enables a site’s ability to capture more leads? Not to mention, Chat247 initiates proactive interaction with site traffic, maintains a log of popular key word searches, and submits a detailed online market report of your site’s activity.

Traditional chat software is taking a back seat to 24/7 live chat support services.

Whether it’s for lead generation, customer service, or technical support, interactive models that integrate each phase of the online visitor encounter offer qualified leads and better customer satisfaction at a nominal price. Customer retention and loyalty alone are well worth the return on investment that next generation live chat customer service produces.

Outsourcing your live chat customer service converts more online traffic because it responds to visitors in the process of buying. It instills customer confidence when a live operator is able to offer assistance, resolve technical issues or respond to sales support questions. Market research shows that live chat customer service offers many benefits:

1. Improves the prospective customer experience
2. Establishes online consumer trust and confidence
3. Tracks and monitors visitor activity in real-time

Live chat customer service outsourcing offers satisfaction guaranteed because each customer communication is monitored, transcribed and reported in real time, which means that each business remains in close watch of their customer’s support, needs.

Learn more about 24/7 live chat operators for your customer service chat.

It’s one accomplishment to attract unique targeted visitors. But without live tech support options, sites run the risk of losing customers. A multifaceted live tech support option offers visitors an interactive experience. For instance, Nveevo, the makers of Chat247, has a reputation for enabling small and medium sized companies with their affordable outsourcing services. Their online live tech support options combine live chat with an intelligent interactive, web-based technology, to provide a complete 24/7/365 solution for small business.

When visitors peruse client sites, Chat247 operators respond to communications using a branded chat button configured on specific site pages. Live tech support options are configured according to the company’s specifications and are custom-fit, offering innumerous benefits. Support is available 24-hours a day, 365 days a year, or whenever scheduled (including holidays).

Live tech support options, like the one offered by Nveevo, offers companies the competitive advantage to increase their service offering to a multilingual solution, available all the time.  Although the web-enabled technology is comprised of several business applications, including lead capture, customer service, and technical support, the service is so flexible that companies use it to market various aspects of their business.

The vast majority of businesses see the largest ROI with Chat247’s Lead Capture technology. Live tech support options offer site visitors an incentive to stay on your web page and select your business over the next one as well. Outsourcing to live operators for tech support offers significant advantages over trying to provide support yourself using traditional live chat support software.

According to Internet market research, help desk support channels increase customer satisfaction rates across the board. Small-to-midsized companies can squash online competition by penetrating the global market and implementing high quality, personal, live customer support. It leverages a company’s ability to make an impact on consumers and develop an online presence that instills confidence amongst the prospective customer or client.

On the Internet, the prospective client or consumer is in search of pricing and quality. Without customer support, low prices do not necessitate customer loyalty. Certain online, help desk solutions qualify site visitors as potential leads. For example, Nveevo, the makers of chat247 offers a help desk solution that enables businesses to monitor communications live, in real time, while offering advanced customer service or technical support. The ability to watch activity and review reports represents checks and balances system that simultaneously ensures outstanding customer support.

Review the Case Study.

For the company that needs to reduce internal costs and drive better sales numbers, a help desk (i.e. Chat247 from Nveevo) solution can be deployed anytime, anywhere. The ability to communicate with people across all time zones in different languages is an inevitable way to drive better sales numbers. By using a help desk solution, your business can attain more qualified leads while reducing support channel expenses.

Other Resources

White Paper: Keys to successful chat

With the birth of a hybrid live chat technology, call centers in India are approaching ineffectuality. Large corporations, such as Dell computers lost dearly when they outsourced customer support to call centers in India. Instead of winning customer confidence when they off shored and outsourced support, the computer behemoth failed to monitor or meet American customer care satisfaction, counteracting the proposed return on investment.

But not all chat data centers are ill suited to complement the demands of today’s business. Live chat services that integrate web interactivity with the online visitor experience offer the highest return on investment (ROI). These services offer the most value because they combine live chat support with a robust technology that monitors all activity (web analytics, transcripts and customer surveys remote administration and more) (see customer testimonials).

The new generation of data chat centers, similar to the web-enabled services that Nveevo offers is making some of the call centers in India almost as passé as dial-up Internet service. These live chat hybrids are designed to drive better sales numbers. In fact, they are loaded with every feature imaginable to measure the conversion rate and return on investment (ROI).

Learn more about the next generation of live chat technology

Additional Resources

White Paper: Keys to Successful Chat

Traditional chat software is rapidly becoming as extinct as dial-up Internet service. Chat software products, such as: Liveperson, Boldchat and Live Helper lack the features, functionality and flexibility that a new generation of web-enabled live chat supports offer.

Live chat solutions provided by Nveevo’s Chat247 is everything that traditional chat support software is not (customer care service provider). For instance, Chat247 filters automatically for only wanted chat sessions, transcribes communications and provides multilingual live support. While traditional chat software is short of these capabilities, Nveevo’s interactive web-enabled features track, monitor and document the following market specific information:

Source of Targeted Traffic // Web Analytic // Multilingual Live Support // Keywords // Interactive Live Chat // Toll-free Support // 24/7 Online Availability // Complimentary Live Alerts…

Not only does the intuitive software outperform any traditional chat software with its comprehensive analytics and reports, the solution is less expensive. Small-to-medium sized firms rave about the flexibility and scalability of the Chat247. It generates leads, initiates sales, and offers technical support during the hours specified by one’s business. Unlike the feature limitations of Boldchat or Liveperson, Chat 247 leverages an organization’s ability to penetrate the global marketplace, offering support in any time zone in multiple languages.

Learn more about how Chat247 raises the bar in live chat support.