The Ngage live chat solution allows businesses to take the first step in initiating a conversation with a potential client. It also gives the websites’ visitors the opportunity to communicate with a live representative immediately, 24/7/365.
This service is designed for the websites of service providers: attorneys, doctors and medical professionals, financial planners, insurance agents, designers, accountants, etc.
Typically, when a customer browses a professional’s website, he or she has no option to ask questions. Many customers may have questions, but may not have the ability or the time to pick up the phone. Even if a website already looks great and generates phone and email contacts, a staffed “live chat” solution can increase the conversation rate. Much like having a live person answer the phone vs. sending a caller to voice mail, the interactivity of “live chat” can provide more comfort to prospective clients resulting in a greater rate of conversion.
Implementing Ngage is simple. A small script of code is uploaded to the website. Highly trained operators monitor the site 24/7. Every visitor is politely greeted and invited to discuss their situation. After the conversation with a live customer service representative, the chat transcript is professionally reviewed to ensure that the conversation was helpful and relevant. Then the visitor’s contact information and the chat transcript are emailed to the business; this occurs within minutes of the chat. The business only pays for the conversation if the visitor offers a way to contact them and their needs are relevant to the professional’s line of business.
Let’s use some hypothetical numbers to illustrate the cost benefit of live chat:
If you were to spend $10,000 per month on driving traffic to your site and ‘pre-chat’ received 100 leads, your cost per lead would be $100 per lead. If live chat cost $50 per lead (it is actually far less) and live chat increased your leads by 35% (in most cases far more) you would receive 135 leads for a cost of $11,750 and reduce your per lead cost from $100 to $87, while increasing your leads by 35%.
These numbers here are hypothetical. Chats cost far less than $50 per and the increase in total leads can be far greater than 35%. The point here is to illustrate how live chat can increase conversions while lowering the cost per lead.