SMEs today need to find new and innovative ways to connect with their customers online. One way to do this is by using website forms, which can allow you to collect customer information and then follow up with them.
But in a world where we all have busy schedules, filling out an online form can seem like damn near impossible. That’s why so many people turn to more traditional methods of communication for customer service these days, phone calls – but what about those who don’t?
Another option is chat widgets, which let your customers communicate with you in real-time. So, which is the best option for your business?
And yet another option is to collect a name and mobile number via a website widget and start and conversations with your website visitors in real-time at a pace they can choose.
Let’s take a closer look!
Website forms
Pros:
- Collect customer data
- Respond when ready
- Or get organized with automated email notifications
- Easy to install
- Easy to follow up
- Convenient
- Cheap
Cons
- Customers don’t like to give too many details
- Can be considered time-consuming
- Experience show significant delays in responses from businesses making website visitors apprehensive
- Email responses are not conversations and that is often what is required
- Low email open rates – junk box issues
Livechat
Pros:
- Real-time 1:1 communication
- Floating CTA icon
- Can cut costs over inbound phone calls
- Easy to install
Cons
- Need agents/salespeople to be available during opening hours
- Outsourcing means agents do not have detailed product knowledge in many cases
- Buyers have to stay on your website to communicate
- If visitors do leave you have lost them – possibly for good
Webchat SMS
Pros:
- Floating CTA icons
- Collect customer data in seconds
- Request minimal information
- Speed up customer interactions
- Allow customers to continue conversations off your website
- SMS open rate is 96% within 3-minutes
- Allow buyers to communicate on their preferred device
- Autoresponder for out of hours
Cons
- Requires a dedicated team inbox
- Can use a significant number of SMS credits per location. However, all BrandCam outbound messages go via Chat and inbound are via the customers’ mobile SMS credits. The result, extremely low cost
Tips
Forms are often abandoned because they don’t have a favourable first impression, or there is no explanation as to what your requested input will be used for. Your users also need clear instructions on how to submit the form so it can process correctly and quickly- which means you should use layperson language when possible!
Livechat experience is interactive, so you need to be ready with your response. It’s expected that the user will have a quick turnaround time on their query and answer but don’t forget about setting expectations for both parties in this conversation!
Webchat SMS has all the benefits of conversations we take part in every day on our mobile phones. Be concise, keep it short and respond in a timely manner.
Conclusion paragraph:
By providing a customer service experience that’s convenient, personalised, and available when your customers need it, you can increase the chances of conversion and boost satisfaction rates. Why not sign up now for your free trial of our Webchat SMS software? You won’t regret giving your customers the convenience they crave.
Author: Gary Stephenson
Co-founder
Brandlicious Inc.
