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Live Chat: Your One Employee Who Works 24/7

Updated: Jun 16, 2022

If you aren’t using Live Chat on your website (or aren’t using it correctly), you could be missing out on the one customer service expert who is always on call.

Do I really need Live Chat on my site?


These are just the facts:

  • 53% of consumers are more likely to do business with a company they can contact through a chat app

  • 73% of customers find live chatting to be the most satisfying way of communicating with a business

  • 89% of consumers would like to connect with businesses through mobile messaging

  • 42% of consumers say live chatting is their preferred way of giving contact info – higher than ANY other lead method

  • 42% of chat leads come outside of normal business hours

  • 51% of consumers say a business needs to be available 24/7

Wait, I’m already using a bot-based Live Chat service…

Live Chat is NOT the same thing as using an Artificial Intelligence service or message bots. Artificial Intelligence can do TONS of incredible things, many of which we use to optimize the targeting and delivery of our digital ads, but when it comes to actual communication with customers, you still definitely need that human touch.

The way Wheeler executes its Live Chat, we’ve paired with a company of over 8,000 real, trained agents that take the time to get to know your business, what’s important to you about your leads, the products you offer, specials, and promotions, etc.

We have specific questions that we’ll ask you to make sure we have the proper information for these agents to be effective brand ambassadors.

While these Live Chat agents are conversing with your potential customers, their goal is to get the phone number or email of the visitor, so that you and your team can follow up with that lead. When providing the information about your business, you don’t have to provide a script. Our team will create one based on the information that is provided. You can provide special offers that the Live Chat agent can mention as well.

Another feature that our Live Chat tool has is what we call “Call Connect.” During business hours, once the agents gather the lead information, visitors will be asked if they want to be connected immediately to talk on the phone with your business. The Live Chat agent then rings your business and connects you and the customer.

Isn’t it expensive?

Wheeler Digital actually installs the Live Chat for a small, one-time installation fee that you never have to pay again. No monthly management fees, no subscription to manage. The only additional cost you pay AFTER that setup fee is $10 per vetted lead.

So, Live Chat will effectively be free to install on your site until a user completes a Live Chat session, says they want to be contacted, provides their contact info, and successfully answers the vetting questions that you require the Chat Agent to ask in order to determine if someone is a valuable lead. Not only is Live Chat inexpensive, but it’s an incredible lead generation tool that proves the ROI of your website and the traffic that your ads are driving to it!

Have more questions about Live Chat or want to explore how it can work for your business? Wheeler is here to help. Reach out to us on our site, our socials, and call us (or even Live Chat us) to learn more.

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