Ep 88: So You Want to Use Live Chat? Consider This First

This week Kevin is joined by Mike Lyon and Jen Barkan to talk shop about live chat! Whether you already use this feature or have it on your to-do list, they’ll give you some pointers from both a sales AND marketing perspective to make live chat work. Plus… ProBuilder’s 2020 Housing Giants survey is open, and what does Google consider to be useful content? Get it all here…

Story Time (0:55)

• Jen is looking for contractors to paint her house. She describes how one contractor nailed the customer experience and what we can learn from his process.


• Kevin gets the question… how do I show floor plan options on paper? To answer, he starts with his own questions… “Why do your floor plans exist? What problems do they solve?”

In the News (10:16)

• Quick Mentions:
  
  
  
  • Professional Builder’s 2020 Housing Giants Survey is open! Take the survey to ensure your ranking among the top-performing builders nationwide. Deadline is March 2, 2020.
  
  
  • Unconfirmed Google Search ranking update feels big (SearchEngineLand.com)
  
  
  
  

• Analyzing search results reveals a lot about Google’s view of useful content (SearchEngineLand.com) The three major types of searcher intent are:
  
  
  
  • Informational (“I want to know more.”)
  
  
  • Navigational (“I am looking for a specific website.”)
  
  
  • Transactional/Commercial (“I want to buy something.”)
  
  
  • Kevin adds a 4th: Inspirational (“I want to know more – but I’m not even sure what it is.”)
  
  
  
  

• New Research: 21% of Companies Fail to Respond to Live Chat Requests (SuperOffice.com)
  
  
  
  • The average wait time for live chat support requests is 2 minutes and 40 seconds
  
  
  • 55% of companies do not offer transcripts once a chat has ended
  
  
  • 23% of companies do not ask for contact information before a chat begins
  
  
  • The average handle time for a chat request is 6 minutes and 50 seconds (does this even COUNT as a response? Only in warranty / service scenarios….)
  
  
  • 45% of companies do not ask users for feedback once the chat has ended
  
  
  
  

360 Topic of the Week – So You Want to Use Live Chat? Consider This First… (21:12)

Kevin, Mike and Jen think live chat can be a useful lead management tool, but only if done correctly. In this episode they give you all the details about what to consider from both and online sales AND online marketing perspective, including:

• How Online Chat has changed in 10 years


• What Online Salespeople should consider before turning on Live Chat


• What Marketers should consider before turning on Live Chat


• Quick Tips for Live Chat

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A weekly new home marketing podcast for home builders and developers. Each week Kevin Oakley, Andrew Peek, and others from Do You Convert will break down the headlines, share best-practices and stories from the front line, and perform a deep dive on a relevant marketing topic. We’re here to help you – not to sell you!

The post Ep 88: So You Want to Use Live Chat? Consider This First appeared first on Online Sales and Marketing for Home Builders - DYC.