How to use live chat to grow your B2B SaaS

By Jack | email strategy

Apr 18

Imagine you and your co-founder are reviewing your B2B SaaS cash runway over coffee…

“Face it. We need more leads this month or we’ll run out of cash in 30 days.”

It’s now your job to bring in more leads. And you have 4 weeks to make it happen. So you down the rest of your espresso, sit back in your chair and consider a few ways to boost your B2B leads:

  • Rolling out a new ad campaign
  • Optimizing your website for more conversions
  • Or giving a keynote speech at an upcoming conference

STOP. There’s an easier way to get more B2B SaaS leads right now. (Especially if you’re already getting website traffic.)

I’m talking about installing live chat on your website. Why? It can single handily increase your monthly revenue by 25% as soon as you set it up.

2 B2B SaaS Live Chat Case Studies

1) According to Dave Rigotti, head of pipeline marketing at Bizible: “Contacts from live chat contribute to ~25% of our new monthly revenue each month.”

2) Hygiena saw a “40% year over year increases in lead generation” after installing live chat. (They also saw customer satisfaction rise to 97% after installing their live chat software.)

Live Chat Statistics

“44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.

“38% of online shoppers said they had made their purchase due to the chat session itself.”

Plus, Live Chat could give your company a unique advantage over other SaaS providers in your space: better customer service. The bottom-line: Live chat will turn more website visitors into high-quality leads this month.

How To Get The Most Out Of Live Chat To Increase B2B SaaS Leads and Revenue

Use behavior triggers

Don’t just pop-up this message to random visitors: “Any questions?” 

Sure, this is better than nothing. But to start more conversations with your website visitors, use behavior triggers to serve targeted messages to your visitors based on the pages they visited or the links they’ve clicked. For example, if a customer has been on a pricing page for over 90 seconds, ask them “Thanks for checking out our pricing! Do you have any questions on the plans we offer?”

Imagine if your visitor is struggling to find the best pricing plan for their business or they’re looking for testimonials from related businesses. Wouldn’t your LiveChat pop-up help them make their buying decision? Best of all, your visitor can get this information without waiting around for a support email or (worse) being put on hold for long periods of time.

Provide customers with a transcript

Here’s an easy live chat tip that will boost your revenue: Email your live chat transcript to your leads after every chat. Why? The person chatting with your agent may not be the decision maker. But when you provide them with an easy-to-share transcript of your conversation, they can easily forward it to their boss so they can find out if your B2B SaaS is a good fit.

Bonus: Add a call-to-action in the email that contains the live chat transcript so you keep the conversation going. “Do you have any more questions? Click here to pick up your live chat where it left off.”

Add chat button to email

Once you start offering Live Chat to your website visitors, take advantage of this and extend the service to your email subscribers. How? Simply add a “Chat Now” button to your email signature. It will encourage more visitors who would otherwise not be inclined to start a conversation about your SaaS. Plus, it allows your customers to provide direct feedback on questions they may have regarding the email.

Integrate live chat with your CRM

Do your chat agents have access to the customer’s sales records? If not, they’re missing out on key information that could help them convert their next visitor “chatter.” For example, knowing if they’ve demoed your software before, but didn’t convert will tell them how to lead the conversation. Plus, it’s critical that your chat agents can update your CRM records after a chat session so your team keeps tabs on new customer insights for future reference.

Use Live Chat to update your FAQ page

Once you set up live chat on your B2B SaaS website, you’ll notice that your agents get asked the same kinds of questions. Often. So use your live chat transcripts to update your FAQ page.
This will give your visitors instant answers to their most common questions and help you rework your website for more conversions. Plus, it cuts down your agents chat volume so your live chat can support more visitors/agent.

Hire the right number of chat agents

Rule of thumb for hiring your chat agents: Good chat agents can handle 5 conversations at a time. On average, the percentage of web visitors engaging in live chat interaction is around 10%. So if you get 500 daily visitors, you’ll have 50 chats per day. Assuming those chats are spread out over a 10 hour window, one agent should be able to handle your live chat support. (If they can work a 10 hour shift.)

Use Live Chat to boost your social

Anytime your live chat agent gets positive feedback from a “chatter”, have them ask them to like your Facebook page and leave a comment on it after the chat. This is as simple as asking, “Did you find this chat session helpful [first-name]? Yes? Great. Would you mind liking our Facebook page and leaving a comment on it when we’re done here? I would really appreciate it!” Boom. Done. More followers and social proof added to your social media presence.

Use Live Chat to bring in referrals

Before your “chatters” end the live chat session, encourage them to invite a friend for a free trial of your B2B SaaS. If you make this dead simple (like the drop-down menu below), you’ll see this one tips brings you new, highly qualified leads every week.
Userlike, a live chat provider, used this idea with their own product and it resulted in a 30% increase in their conversion rates.

userlikeOf course, winning with Live Chat is easier said than done. You’ve got to find good agents and software and train them to help visitors make a smart buying decision. But it’s well worth the effort. If you’re still not convinced, I’ll leave you with this:

Here's 3 more reasons to install Live Chat software on your B2B SaaS website today:
1. Live chat increases conversions by 20%. Live chat helps answer customer questions and remove buying objections and results in a more confident consumer.
2. Customers who chat are 3x more likely to buy. Live chat provides a method for more direct and
personal interaction with customers, resulting in increase in likelihood that they will make the
purchase.
3. Live chat improves customer satisfaction levels. Chat offers customers a more immediate
and satisfying method to get their questions answered. As a result, customers walk away from
the interaction feeling more satisfied and positive about your brand.

About the Author

Jack Reamer is a B2B SaaS lead generation expert who focuses on growing his client's MRR via powerful cold email campaigns. He lives (and surfs) in San Diego, California.

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