The Growth of Web Chat
As text and social messaging grew in popularity, web chat and business SMS were a natural next step. Live chat software helps instantly connect visitors to you when they land on your site — just like a text message.
Here are a few reasons manufacturers benefit from adopting some form of messaging with customers — from consumer sales to complex sales channels.
Instant Gratification
The most obvious reason — customers want answers now, not later. If you can’t respond quickly, they’ll search for someone who can. Live chat software for websites helps you keep up with this demand without letting potential sales slip through the cracks.
Personalized Service
People desire personalized service that makes them feel like a priority. While delivering that level of attention can feel impossible with a small team, live chat software helps you meet their needs without burning out your staff.
Accessibility
Buyers are weary of situations where they can’t get help. This is causing a renaissance of buyers spending their money with companies that are accessible and feel they have a relationship with. Web chat answers both of these needs.
The Web Chat Elephant in the Room
The most common concern we hear is, “Who will operate the chat?”
In an ideal world, you’d have a team available 24/7 to answer every inquiry — but for many manufacturers, that’s just not feasible.
Given how busy you and your team are throughout the week, finding time to respond to chats can be a challenge. Asking someone to work overtime or hiring and training a new person doesn’t seem like a practical solution either.
Here’s How Other Manufacturers Overcome Web Chat Staffing Issues:
Live Appointment Setter
For companies with a sales team, setting up appointments for pre-sales questions can be accomplished through a third-party service. The service can also field common sales and support questions, reducing the load of your existing team while drastically improving your customer service rating.
Staff When Available/Message When Not
There are a number of affordable messaging systems, like Atmosphere, that connect customers to your staff when they’re available, and collect messages when they’re not, so your team can reply later.
There is a greater delay, but this offers your team greater flexibility while being budget-friendly and maintaining a personal touch.
AI Chat for Appointment Setting & Common Questions
Atmosphere also provides a 24/7 AI chatbot that allows you to set up sales and support appointments. AI is easy to train as it learns as it goes and is much more affordable than paying a real person. That doesn’t mean it’s less effective. Many people prefer the convenience and speed of scheduling and getting fast feedback online.
Combination AI, Staff & Messaging
For a more flexible solution, manufacturers use a hybrid approach that uses AI for the front line, staffing for real-time chat during business hours, and messaging for more complex after-hours inquiries. Now that you know you have some options, consider why web chat, messaging, and SMS can make your company a customer service superstar.
How Chat and Texting Can Make You a Customer Service Hero
So, what do web chat and texting really do for your business? Well, apart from leading to amazing results, like a 40% increase in conversion rates, here’s why you shouldn’t sleep on live chat software:
Connection Creates Conversions
When a customer can get their questions answered immediately, they’re more likely to stay engaged and complete their purchase. This instant connection is a powerful tool for increasing your conversion rates.
Efficiency in Customer Service
And let’s not forget the efficiency factor. With live chat software and automated chatbots, you can handle a large volume of inquiries without overwhelming your team. This frees up your staff to focus on more complex issues, improving overall service quality.
Happier Customers Who Come Back
People love feeling heard. Web chat allows you to provide personalized, immediate support, which builds trust and satisfaction. Happy customers are more likely to leave glowing reviews and return for additional purchases.
Quick Tip:
Having chat doesn’t mean providing all the answers immediately. It means starting a conversation to understand visitors’ needs and resolving them as quickly as possible.
Psst: Like what you’re learning so far?
Don’t forget to check out “Why Digital Marketing for Manufacturers Isn’t Optional Anymore”, too!
Using Chat Through the Buyer’s Journey
What should you look for in website chat software? Glad you asked. Here’s what you need to know to make the right choice for your manufacturing business.
Information Gathering
AI-driven chatbots can handle the more routine inquiries, freeing up your human team for the tough stuff. They’re great for answering FAQs, scheduling appointments, and capturing leads—day or night.
Presales
Sometimes, there’s no substitute for a real human being. Whether it’s a complex product question or a delicate customer issue, having live representatives available through live chat software can make all the difference.
Post-Purchase
Post-sale support is just as important as pre-sale. With texting options, you can keep in touch with customers after the sale, ensuring they’re happy with their purchase and encouraging them to come back for more.
Your next step…
Schedule a walkthrough of of Atmosphere, our CRM and marketing platform with built-in web chat and messaging.
Ready to see what web chat can do for you? Let’s get you set up.
We know that implementing new tech can be intimidating. But that’s why we’re here.
Perk Brands provides home product manufacturers with a complete solution, Atmosphere, that includes a robust CRM, marketing automation, web chat, pipeline management, and all the other marketing and sales tools you need to run and grow your business.
Whether you’re looking for a self-managed system where your team can take the reins, or you prefer an AI-driven solution that works around the clock, we’ve got you covered.
Find a time for an Atmosphere walkthrough, or text “Atmosphere Demo” to (844) 502-9800 today and see how web chat can best be implemented for your company.