Chatting Up a Storm: How Live Chat Promotions Can Help Your Business in 2023
Have you ever imagined having a genie in a bottle that could grant all of your customer's wishes? With live chat promotions, brands have the ability to engage with their customers in real-time and provide personalized assistance and exclusive deals. Gone are the days of customers waiting on hold or sitting on pins and needles while looking forward to a follow-up email from customer support.
In this blog post, I will explore the latest ins and outs of live chat promotions, including the use of chatbots, personalized promotions based on customer data, and real-time assistance. So, let's rub that genie-in-a-bottle together and discover how brands can leverage live chat promotions to create a seamless customer experience in 2023.
What is a live chat promotion and how does it work?
Live chat promotions are a marketing strategy that involves offering exclusive deals, discounts, and other promotions through a live chat support agent or a chatbot. They typically work by using a chatbot or live chat customer service representative to initiate a conversation with a customer browsing a website or mobile app. Once the customer responds, the chatbot or customer service team can offer the customer exclusive deals or discounts to encourage them to make a purchase or perform another desired activity.
The benefits of offering promotions through live chat
Live chat discounts and promotions become increasingly popular in recent years due to its many benefits, including:
1. Increased sales and better conversion rates
Offering live chat promotions and discounts can help businesses drive sales by enticing customers to make a purchase as they encourage customers who are on the fence about a purchase to take action, leading to improved conversion rates.
2. Better customer engagement and satisfaction
As a marketing tool, live chat allows brands to engage with customers in real-time, creating a more personalized and interactive experience which is a perfect channel for sharing targeted discounts and promotions.
3. Competitive advantage
Businesses that offer live chat promotions and discounts have a competitive advantage over those that don't, as they are more likely to attract and retain customers.
4. Integration with other marketing channels
Live chat promotions can be integrated with other marketing channels, such as email marketing and social media, to create a cohesive marketing strategy that reaches customers on multiple platforms.
5. Improved customer service with personalization
As a communication channel, live chat can help brands improve their customer service by providing a faster and more efficient way for customers to get assistance. Live chat discounts can be tailored to the customer's preferences and behavior, creating a more personalized experience.
The challenges of implementing live chat into your discount strategy
If you plan to incorporate live chat support into your customer service program, you must be aware of certain challenges. Below, I discuss some of the potential pitfalls to look out for while implementing live chat into your business strategy:
1. Technical difficulties
Live chat promotions require the use of external technology, such as chatbots or live chat software. Technical issues with these tools could result in delays or downtime, which can impact the user experience and potentially lead to lost sales.
2. Integration challenges
Integrating live chat promotions with other systems, such as e-commerce platforms or CRM software, can be a complex process. Businesses may need to invest in additional tools or expertise to ensure seamless integration.
3. Data privacy concerns
Live chat promotions may involve collecting personal information from customers, which raises concerns around data privacy and security. Businesses must ensure that they are complying with relevant regulations such as, for example, the Omnibus Directive, and taking appropriate measures to protect customer data.
4. User experience issues
Live chat promotions must be designed with the user experience in mind. If the chat interface is confusing or difficult to use, customers may become frustrated and abandon the promotion altogether.
9 examples of live chat promotions and discounts
Live chat can be a powerful tool for running promotions and engaging with customers in real-time. Here are some types of promotions that can be run with live chat:
1. Personalized discounts
You can offer personalized discounts based on any cyclical events such as anniversaries or birthdays to customers who engage with your brand through live chat. What’s more, you can also reward your customers for being your subscriber for X amount of time, sending them a discount code and building long-term loyalty.
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2. Flash sales
Create flash sales and send discounts to the customers via live chat to create a sense of urgency and encourage customers to take action. A successful flash sale will also enable you to swiftly get rid of extra stock. Such a type of promotion is also useful for seasonal goods.
3. Product bundles
Use live chat to suggest complementary products or upgrades to customers by, for example, offering BOGO deals. This can help increase sales and customer satisfaction.
4. “Sorry” coupons
Live chat with "sorry" discounts can be an effective remedy for all situations when a well-trained staff is insufficient to erase the unfavorable impression left by some pain point issues.
5. Personalized recommendations
Use customer data and behavior to provide personalized recommendations linked to promos and discounts through live chat. This can help build loyalty and increase sales.
6. Welcome discounts for new customers
By using a chatbot or live chat, you may provide, for example, a discount to all new customers who fill your landing page form. Keep in mind that one of the best practices for welcome promotion coupons is to set once per customer limit.
7. Upselling and cross selling promotions
Live chat can assist in implementing a long-term sales strategy that caters to both types of these sales. If a customer seeks a specific product, live chat can suggest and facilitate sales of similar or complementary products to the original one. Additionally, if the customer is uncertain, the chatbot can suggest the most suitable options to help them make a choice.
8. Invitations to referral and loyalty programs
By promoting referrals and loyalty programs through live chat, you can unlock the power of word-of-mouth marketing and incentivize customers to make repeat purchases. With live chat, you can easily and quickly communicate the details of these programs to your customers, and answer any questions they may have. This approach can help increase customer engagement and loyalty, ultimately leading to more sales and growth for your business
9. Customer behavior-based campaigns
By leveraging live chat, brands can engage with customers in real time and offer personalized promotions, discounts or other incentives based on their behavior. For example, with live chat you can send a discount coupon to customers who have spent more than X minutes browsing a particular product, or if you are, for example, a restaurant owner, you can infer that a particular customer is a vegan based on their order history. By segmenting customers, you can utilize live chat to offer them discounts on vegan meals plus free shipping on purchases over X dollars in a specific area.
How can you build live chat promotions with Voucherify?
As an API-first tool, it is easy to plug Voucherify into external live chat software as long as they also have an API in place, enabling Voucherify to communicate with your live chat service. With Voucherify you can provide your customers with personalized support and offers that help to improve their shopping experience.
Voucherify also integrates with Intercom to allow brands to react to customer complaints in real time with sorry discounts.
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Are you ready for a chit-chat with your customers?
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