Brian Starzec | HVAC Business Solutions, LLC | July 24, 2012
We implemented our HVAC Live Chat on our client's website - Ferrugia
Mechanical - last Thursday, July 19th. Since then, Ferrugia Mechanical has:
Already
Replaced 1 Air Handler
Scheduled
1 Equipment Replacement Lead
Scheduled
2 Service Leads
In addition, 1 more lead has not been scheduled yet as of this writing.
Why These Customers
Preferred Chat over Calling
We communicated with the customers that engaged Ferrugia Mechanical via the
Live Chat and they specifically chose to chat because they wanted to speak
with a live person that could answer their questions.
They naturally assumed that if they dialed the phone number after hours they
would have just received an answering service rather than being able to speak
with someone that could actually help them through the Live Chat.
The Live Chat provided the reassurance that the website was active, closely
monitored and that their needs would be met immediately.
Website Response Spiked
"I don't know what you guys changed but since adding the chat I am
starting to receive submissions through my contact form when I wasn't getting
very many before."
- Michael Ferrugia, owner of Ferrugia Mechanical
This was a pleasant surprise to all of us and was in-line with the customer
feedback. By having the Live Chat, website visitors felt confident that
completing the Contact Us Form would actually result in action.
What is Live Chat?
A service provided by HVAC Business Solutions that engages your website
visitors with a proactive invitation to chat - see the image below:
If the chat invitation is accepted, one of our trained agents answers the
visitor's questions and attempts to convert the visitor into a lead.
If the visitor is interested in setting an appointment, then our agents obtain
the contact information (name, email and phone number) and immediately send it
either by email or text message to a contact person at the HVAC company. If during
business hours, we also offer to connect both parties by phone.
Live Chat Stats
Here are some recent stats conduct from an Internet marketing survey in 2012:
Chatters
are 7.5 times more likely to convert
Chatters
spend 55% more per purchase
The
average percentage of website visitors who accept proactive invitations to chat
is 8.5%
Best
practice to answer chats within 10 seconds
Live Chat Benefits
This service is about gaining new business by demonstrating your ability to
respond quickly and effectively to your potential customers:
Convert
Your Website Traffic Into Business
Engage
Visitors 24/7
Increase
Customer Service Levels
Deliver
Immediate Customer Assistance
Our Service
The bottom line is that we monitor your website 24/7, engage with visitors and
convert them into leads.
No
Contracts
No
Monthly Fees
Pay
Only for Leads
24/7
Chat Service
Give us a call if you are interested in learning more about our Live Chat service and how
we can help you obtain more business from the traffic that is already on your
website.
Sincerely,
Brian
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