20 February 2015
Why Website Chat Software Benefits B2B Businesses
Website chat software is often traditionally associated with B2C business online, in particular retailers focusing on ecommerce in sectors such as clothing, electricals, appliances and gifts or gadgets. It’s certainly true that live chat software is well-suited to these types of online businesses where customers can instantly acquire product information or seek answers to stock queries or delivery times.
However, more and more B2B businesses are now switching across to website chat software as part of their customer service strategy.
In many ways, this development is a natural progression as businesses become more mature online and see the benefits of instant customer service across multiple devices
It’s also an indication that communication in general has changed considerably in the past 2-3 years – a change that began with the launch of the iPhone in 2007 and the huge uptake and change wrought by social media.
Social media has now become a big part of communication and marketing strategies. With instant feedback and responses, decision makers in the B2B world now gather research across a number of channels when product or service prospecting. And for businesses engaged in the B2B world, it’s not enough to simply be reactive. Live chat software gives B2B businesses an opportunity to engage with prospects at a crucial stage of the purchasing cycle – at the very beginning before decisions are finalised. Research indicates that B2B decision makers use business websites for research so the opportunity to push information by way of conversation as well as social media is a key one.
The ability to engage with a prospect is paramount
As a business, you may have worked hard for the lead to your website, either by content creation, PPC or email marketing. Why waste an opportunity not to offer further information and help your website visitor?
Live chat Software is also an excellent way of making a visitor to your website welcome, offering good advice and human interaction in the same way as traditional offline marketing and sales techniques were practiced in pre-internet days. B2B marketing can be complex and many users may visit tens of websites prior to making a decision. It’s the perfect opportunity to make a good impression.
If you would like to find out more about how Website chat software can benefit B2B businesses, contact our team today for a no obligation quote or discussion. Click here for further information.