Article

How to boost your sales success rate with live chat

By Caroline Chromik, Senior product marketing associate

Published March 22, 2020
Last modified March 22, 2020

When most people think of live chat, they think of customer support. But it’s also a sales rep’s secret weapon. That’s because chat provides a direct line between a rep and their prospective customers. Sales teams can use chat to generate leads, improve sales conversion rates, and identify upsell opportunities.

With the new Zendesk Sell-Chat integration, the benefits of live chat are easier than ever for reps to take advantage of. With both tools connected, you can chat with website visitors and add them to your pipeline directly from your CRM interface. You can even identify opportunities for upsells by matching open chats to existing customers in your Sell account. It’s a no-brainer solution for increasing sales.

Unlock a new source of lead generation

With the Sell-Chat integration, live chat can be added to your company’s website and managed directly from the Sell platform. Your sales reps can chat with site visitors without leaving the interface, unlocking a new source of lead generation that doesn’t require any additional apps or added effort.

Even better, conversations can be converted into new leads by clicking “create lead” directly from the chatbox itself. Sell will automatically create a new contact card for that lead, and port over any existing information such as the contact’s name and email address. A complete transcript of your chat conversations will also be automatically saved to your lead’s card.

When it comes time to follow up with that lead, reps will have all the relevant information they need to convert that lead into a customer.

Close deals faster

Beyond lead generation, adding Chat to Sell speeds up the sales cycle by creating a direct line between reps and their prospects.

You can exchange info with website visitors in real-time, and carry that conversation seamlessly across channels—email, voice, text, and more. Because all conversation history with a lead is stored in their contact card, reps will always have the information they need to engage with prospects quickly, consistently, and efficiently. Reps who can build meaningful connections with prospects in less time are able to close sales faster.

Not to mention, chat has been proven to increase an organization’s conversion rates. One organization that used Zendesk Chat to reach out to leads during the sales process reported a 29% increase in conversions.

When sales reps proactively reach out to website visitors, they make themselves available to answer a potential customer’s questions and concerns. Leads can get the information they need to inform their purchase decision more quickly, effectively shortening the length of the sales cycle.

Identify more upsell opportunities

When Chat is connected to Sell, you don’t have to rely on your memory to recognize leads. If the website visitor you’re chatting with is already registered in your Sell database, the Chat tool will automatically let you know.

Once Sell recognizes that the visitor is in the system, the tool will let you click through to their profile to find key data like:

  • How long they’ve been a customer,
  • What products they’ve purchased in the past, and
  • How many times they’ve visited that specific pricing page.

As an example, let’s pretend you’re a sales rep for a company that sells administrative software to corporate offices. A website visitor lands on the pricing page for your timekeeping program, and Zendesk Chat notifies you that the visitor is already a customer of yours.

You pull up that customer’s information and discover:

  • They’ve been a customer for a year.
  • They pay a monthly fee to use your company’s task management tool.
  • They’ve visited the pricing page for your timekeeping program on five separate occasions.

Equipped with all this information, you can send a targeted and personalized message to that customer explaining the benefits of supplementing task management with timekeeping software. You can share customer success stories, or even offer a discount for bundling the two products.

As a sales rep, it’s not always obvious when a customer could benefit from a new product or an expansion to their existing package. But with the ability to match open chats to existing customers, identifying opportunities for upsells is easier than ever.

Attract more leads and win more sales with Zendesk’s Sell + Chat

Live chat isn’t just for support teams. It’s also a powerful way for sales reps to connect with potential customers in real-time. Website visitors can be turned into leads the second they show interest in your product. Plus, any interaction your reps have with leads via the chat is automatically saved to the CRM, making it easy to personalize follow-ups and identify upsells.

Learn more about how the Sell-Chat integration can help increase sales by contacting sales.