A recent article explored new new research showing the success of live chat services in improving B2B sales conversions. Meaning that when potential leads were inquiring about a product online and had the option to have a live chat the follow results occurred according to Forrester:
- 305% ROI from proactive sales chat with a payback period of 6 months (when using paid chat services)
- 120% ROI from customer service chat with a payback period of 6 months (when using paid chat services)
- Chat assisted application completion rates 138% higher than self service
I would argue that these results continue to build the case for social media’s B2B value. I see live chat as a component that falls under the umbrella of social media. So if live chat can provide this type of value so can a strategy that involves a corporate blog to aid in inbound marketing to drive customers to the live chat. Social media regardless if it is Twitter, a blog, or something else aims to solve problems and build relationships and that is what live chat does as well, so it seems pretty easy to connect the dots.