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:
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.
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.)
“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.
Use behavior triggers
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.
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.”
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.
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.
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.)
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.
Of 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: