With modern technology drastically empowering customers with ease of information, there has been an increasing demand for live assistance, quicker resolution, and brand engagement. In a virtual event, chat rooms are widely used for converting visitors to prospects, keeping churn rates in check, and rapidly improving response rates.
For these reasons, it is crucial to adapt live chat best practices to enhance your customers’ experience.
Here’s Why You Need to Integrate a Live Chat Room
It’s a no-brainer that having a quality customer relationship is one of the key elements to a successful business. It’s imperative for a company to maintain a positive relationship with its customers, as it’s directly reflected in the word of mouth impacting brand value.
According to a survey by Techjury, 75% of the respondents stated they prefer to have a live chat over any other channel.
Especially in a world where physical connections are almost impossible to maintain, you might wonder, how do businesses continue to sustain themselves? Long gone are the days when connections were all about emails or phone calls. Businesses are now moving toward quicker means to connect with leads, before someone else does.
Ensuring 24/7 communication with live chat does more than help you build a long-lasting experience with your customer. Here are some other key areas of business that are also directly impacted with live chat:
- Catalyzes your sales funnel: With much quicker response times, a chat room works as a lubricant that helps in making your customer journey smoother.
- Real-time support: It allows you to connect with your audience on the go. It also helps you spot pain points, improving your customer metrics wherever possible.
- Improved ROI: Through reduced queue times, positive word of mouth, and preventing sales funnel drop-out, you will be able to achieve better efficiency and overall ROIs.
Best Practices for Managing an Interactive Virtual Chat Room:
Now let’s dive into some best practices for chat rooms that will help you deliver an exceptional customer experience in a virtual event.
1. Use the two-fold approach
The best way to segment your chat room is by incorporating two types of live chats: public and private.
A public chat is more like an open forum where visitors are able to post questions and also help others in need. Messages sent in a public chat are visible to all, and anyone can easily access them for their queries.
In contrast, a private chat works for individual conversations in which a visitor typically hovers over an online user’s name and sees a button to initiate a private chat. Clicking on that opens a private chat window where you can chat with visitors. Once you are in a direct message chat room, the audio/video call icons are available and tapping them can initiate an audio/video call.
2. Place your chat in a visible area
Visitors are likely to drive their actions based on instincts. It’s important to place yourself in your audience’s shoes to understand what they want. The popular placement of a chat feature is usually in the bottom right of the event page. However, the positioning also varies according to the visual format of your page. Just ensure that the chat feature is not too obtrusive and it does not annoy your visitors.
Eye-tracking research shows that people often scan web pages and phone screens in an “F-pattern”. To deliver an effective chat experience, we advise you to place the chat button on the right side of the screen.
3. Allow for Audio and Video Chat
Integration of visual and auditory elements can accelerate the scale of engagement to another level. Given the growing demand for interactive tools that are leading companies to switch from physical events to virtual, it’s also essential to make the best use of them.
Why is it important to use audio and video options:
- Help identifying pain points faster and provides solutions in real time.
- Personalized experience can lead to improved lead conversions.
- Adds another dimension to your event, multiplying the success rate.
- Enables one-click solution to any queries.
4. Collect customer feedback after a chat ends
Collecting customer feedback implies that you care about their opinion. You involve them in the decision making process which makes them feel like an integral part of the company — resulting in positive brand association. In a virtual event, your exhibitors can integrate a points-rating (1-5) survey at the end of every chat. This way they can benefit in the following ways:
- Gauge customer satisfaction
- Improve communication
- Build trust
5. Grant Access and Visibility to Representatives
Make sure your reps can access your audience’s profiles in order to have meaningful conversations. Additionally, add tags and comments to with profiles to make the process more transparent.
6. Have the Option to Extract Chat Logs
Since your objective is to nurture connections, the story shouldn’t end with the event. In order to continue your processes, make sure your event provider allows you to extract chat logs.
7. Make Sure Your Chat Room Is Measurable
Your event provider must generate reports that depict essential data in terms on chat trends, number of chats, and so on. This is essential in order to track and analyse what works and what doesn’t.
Our Take on Live Chat During Your Virtual Event
Live chat is a commonly used feature in virtual events, regardless of the type of event you’re hosting. We understand the importance of long-lasting connections and the need to interact with each other, and so, provide customers with a built-in text/audio/video chat experience to assist with qualifying leads.
Tried out our chat feature? Let us know what you think!
Click here to view The Organizer’s Playbook to Hosting Amazing Virtual Events.
At vFairs.com, we strive to build a top-class online event platform that will help event organizers make memorable connections with their target audience. We’re obsessed with taking out the hassle normally associated with physical events and leaving organizers and exhibitors to focus on what’s most important: engagement with the audience.