Andrea Johnson says, “Online chat is far more than a way to respond to customers. It’s an opportunity to optimize website content, pinpoint customer needs and even close sales, according to Brooke Beach, former Marketing Manager and current Marketing Director, Kevy.

Kevy enables businesses to connect and synchronize data to cloud apps. It’s a new industry, explains Brooke, so customers inundate the company with questions. Before live chat, Kevy responded to them via email. She admits the back and forth, full mailboxes and the time it took to clarify the issue via email dragged out the support and sales process.

So they took advantage of the immediate response of live chat and discovered it provided a much better solution by:

  • Optimizing their website. Brooke instantly found out which pages communicated effectively and which didn’t. Specifically, there were consistently two pages that people used chat to ask questions about. She revamped those pages based on the chat discussions, and the questions dropped by 75%”.

How a B2B Company Used Live Chat to Speed up the Sales Cycle

MarketingSherpa

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