Jim Iyoob is Chief Customer Officer for Etech Global Services. Jim has 20+ years of contact center outsourcing experience in inbound, outbound, chat and social media operations, and is a respected speaker, author and subject-matter expert for call center solutions.

Benefits of Social Selling and Live Chat

Social Live ChatPlacing live chat on your site is an excellent initial step toward enhancing your sales. However, it is the only step taken by e-commerce companies far too frequently. You cannot expect customers to make the first move. You need to identify potential buyers through social media integration and offer help to them while they are making a buying decision.

Reaching Potential Customers

To sell a service or product using live chat and social marketing, you have to initiate the discussion. You can raise the chances of chatting by reaching out to your customers with a greeting and invitation to chat when a consumer enters the website. You can think of it as a similar conversation starter used when addressing a customer in a store.

Using Live Chat to Educate, Engage and Sell

Every organization wants to increase sales and boost revenue. Quality social marketing strategies apply to live chatting with your visitors. In fact, they are excellent methods for engaging, educating, and displaying value to the customer. That involves building on two parts:

  1. Knowledge: Sharing rules and common goals between the consumer and company
  2. Trust: Created by producing what is in the customer’s best interest

Regardless of how you do it, establishing confidence in your company as an authority in the industry and source of knowledge is the primary currency of brands and businesses. The sole difference is customizing those resources and links to your future clients.

Sourcing Quality Leads

Expanding consumer knowledge of your services or products results in sourcing higher quality leads. The best connections come from word of mouth and referrals, and with today’s current online business communications, your employees are your brand. They reach more people over multiple platforms collectively than your brand channels alone, including:

  • Over 80 percent of decision makers use referrals to begin the purchasing process
  • A helpful reference enhances the possibilities of success up to four times
  • Sales representatives using social media as sales techniques outsell almost 80 percent of their competitors
  • Leads generated through social selling convert seven times quicker
  • Content is eight times more engaging when shared by employees than on brand channels
  • Nearly 90 percent of consumers trust recommendations for products or services from people they know

Exclusively relying on your brand channels to enhance awareness and produce leads restrict the capability of your marketing funnel. It also produces a limited number of contacts, making your inbound marketing efforts less effective.

The Importance of Social Selling

A significant component of social selling is monitoring your team’s sales achievements. It is crucial that relevant metrics are available for estimating, recording, and translating data. That allows you to discover a valid social media strategy, areas requiring development, and designs for future tactics.

Built-in metrics allow you to observe data regarding the number of times people have commented on a LinkedIn update, retweeted a tweet from your employees, or liked a Facebook post. They also display the posts generating the best responses and most conversions, allowing you to tailor your social selling strategy by applying the appropriate social media management tools.

This blog was written by Jim Iyoob, EVP Customer Experience and Operational Excellence for Etech Global Services.

For more advice on creating social media and chat strategies that encourages engagement or if you would like to learn more about Etech, feel free to contact us at info@etechgs.com.

This blog is first published on LinkedIn

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