“Live Chat”

episode #519 -SEPTEMBER 20, 2020

GUEST: Lorraine Ball | Roundpeg and Digital Toolbox

When customers have a problem, they turn to live chat and text messaging tools to connect with companies. 

the episode

In an age where most people would rather text than talk, we’ve seen a dramatic rise in live chat features on websites. And while sometimes I get nostalgic for the old days when you could actually talk to someone, I have to admit that the chat tools are kind of growing on me.

And I’m not alone. In a recent survey, chat was identified as the #1 method preferred by customers to reach out and connect. 41% of those surveyed preferred chat. This was followed by phone, email, and distance social media.

If you’re thinking about putting a live chat tool on your website, here are some things to keep in mind: people are much more interested in a quality response than a rapid automated response. So if you’re going to do this, make sure that you have someone available to actually answer and respond when people send a request. 

about the marketing minute

Each week, host Lorraine Ball shares just a few words on a marketing topic. She boils down creative ideas, practical tips, and decades of real-world experience into a mini podcast which is always less than two minutes.  

Look for these mini bits of marketing inspiration every Sunday.  Then come back and enjoy the longer interviews every Tuesday and Friday. 

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