Conversation as a Service (CaaS)
Connect in real-time with your customers
We help SaaS businesses get more qualified leads, booked demos and signups.
Over 2500 SaaS business users and counting
Conversation as a Service (CaaS) solution is offered to businesses that intend to provide instant and round the clock sales and customer support assistance to their website visitors in real-time. The objective of Conversation as a Service (CaaS) is to provide one-on-one real-time conversations from Online Sales Representatives (OSEs) to website visitors using Live Chat Software. The OSEs of Conversation as a Service (CaaS) would make friendly and professional conversations with website visitors and drive them to the website’s objective like 1. Booking Demos, 2. Signing up for free-trials, 3. Obtaining Sales Qualified Leads etc.
The Inevitable Live Chat
We live in the age of immediacy and quality. The generation today, have adopted the consciousness of knowing about a product or service before making a purchase – all thanks to Al Gore and his efforts to put forth Information Superhighway (pun intended).
Hence this new breed of customers forces companies to change the way they communicate with them. And the most challenging of all is that these customers want to communicate with the companies’ real-time!
When Live Chat was introduced in 2002, it created a high potential lead generation space in the Online Sales Arena. The customers have the option to converse with the companies directly and it helped both the ends.
The beginning years may not be the best for Live Chat as many companies doubted its ability and customer satisfaction rate but today, almost 71% of companies believe online chat would come on top by 2021 (Source: Bold 360). J.D. Power found that live chat has become the leading digital contact method for online customers, as a staggering 42% of customers prefer live chat compared to just 23% for email, and 16% for social media and 19% other forums.
The Mode of Communication Preferred by Your Customers:
Live Chat tool has transformed as a “nice-to-have” tool to “must-have” tool.
Now, the big question that pops up in the minds of many CEOs, CMOs, and CTOs is that, can such a high potential customer support tool be left to a chatbot?
Big Brands survived over the years because they value their customers most. They know, there can be no better brand ambassadors their products than loyal customers. It is important that the customer’s needs and queries are answered properly when they land on their websites. Chatbots tend to provide scripted and unhelpful responses and that is when Conversation as a Service (CaaS) solution came to light.
What is Conversation as a Service (CaaS)?
Conversation as a Service (CaaS) came to light when marketers looked for a Live Chat software that is manned by Human Executives. They wanted a Live Chat solution that offers a conversation like how their store sales representative would do. They also expected to provide round the clock assistance and instant responses.
Conversation as a Service (CaaS) provided all the above by deploying Online Sales Executives (OSEs) who offered one-on-one real-time conversations with website visitors via Live Chat Software.
The Online Sales Executives of Conversation as a Service (CaaS) would attempt a friendly and professional conversation with the website visitors and nurture them towards the website’s objective.
If you are wondering how Conversation as a Service (CaaS) work to provide astonishing service and offer better customer satisfaction than ChatBot, here is the approach:
The pop-up chat box on all your webpages including landing and micro landing pages monitored 24/7 by highly trained
Online Sales Executives.
Landing pages are the ones that contain “Call to Action” links for the website visitors. Most websites use ‘Pop-up’ windows with attractive welcome messages and fill-in forms to collect the information of the website visitor whereas Conversation as a Service (CaaS) enhances welcoming visitors and increases engagement and conversions through conversation.
With people surfing the web all day long, the Online Sales Executives request what the visitor is looking for and provide them with useful information.
Moreover, the chatbox will appear on all important webpages and micro landing pages for continuous follow-up and engagement. You will be amazed at how this leads to their conversion or return and increases their desire to be your customers in the long run!
Our OSEs convert your visitors into qualified leads/appointments and deliver them straight to your preferred email inbox or CRM 24/7.
Throughout the chat session, the Online Sales Executives will collect customer email and phone details, book an online appointment or help to sign-up online, along with the details of the enquiry which will be posted to you as a pre-qualified lead ensuring you can respond immediately.
Despite advances in business automation over the past fifty years, the heart and soul of every organization is still its people – without whom the organization will stop dead in its tracks.
Human interaction is key to excellent customer relationships.
You may have a great product or service that attracts people across the world but you require humans to talk about your values and gain trust.
One of the uniqueness of Conversation as Service (CaaS) is encouraging human communication instead of a chatbot. A chatbot cannot understand the context the questions are asked and mostly provide scripted responses based on keywords. Kayako statistics say, “about 29% of consumers say they find scripted responses most frustrating, and 38% of businesses agree.” When some companies use Chatbots on their website, the loyal customers feel not being valued, as the brand is making them talk with a robot. Our OSEs look for customer’s intentions and attempt a friendly chat to get their attention.
OSE’s collect the contact details of visitors and based on the chat history they retarget the products during their next visit.
Being helpful. Being genuine. Being present 24/7. Being identified are the few qualities that make a customer feel important to the company. A study conducted at ReadyCloud indicated that retargeting can result in “a 147% increase in average conversion rates.” Based on chat history, the OSEs of Conversation as a Service (CaaS) would retarget the products to the customers in their next visit. Also with a wide gamut of CRM integrations, the customer’s data can be managed personally, and it helps to identify every time they accept the chat invitation.
you know, Conversation as a Service (CaaS) generated 50% of the leads during the “chats” conducted during non-business hours and weekends?
One of the problems of maintaining in-house live chat is that the salesperson who is making the online chat should be constantly available to answer customer queries or employ more to cover 24/7. Further, when they are attending one customer, they are unlikely to take up the other and hence the customers are forced to wait for several minutes. A study says, “24% of consumers find long wait times as their biggest frustration.” Moreover, if a visitor checks out the company in the non-business hours or from a different time zone, the companies would lose them as they are not online 24/7. With 24/7 assistance from Conversation as a Service (CaaS), you can manage to convert qualified sales leads round the clock.
The insights Conversation as a Service (CaaS) provides on your ongoing campaigns are priceless. It will help you plan your marketing expenditure effectively.
Another major benefit of Conversation as a Service (CaaS) is delivering real-time updates to the companies on how their website is performing. Conversation as a Service (CaaS) provides analytics of average web traffic, the location and the time where most of the chats are originated, the status of individual leads, the retention time during the chat, the interests, and the opinions on the company’s offerings. It’s a win-win – you get feedback to improve your products and your site, and your customers feel that their voice is being heard.
Up-selling and Cross-selling are another win-win, customers get better services and you get more revenue. Conversation as a Service (CaaS) can produce this two-fold effect. You are tackling multiple needs for the user, so your relationship deepens. With higher subscription charges, the user commitment increases, making them more likely to stick around longer.
To sum up,
As Neil Patel mentioned in his blog post, “…no matter how much companies spend on optimization and advertisements, digital marketing demands new methods to drive more traffic.”
Companies tend to invest in Online advertising and SEO to build brand awareness, obtain web traffic, find new customers, and multiply revenue. But it doesn’t come cheap and does not promise a 100% result. Conversation as a Service (CaaS) guarantees a significant increase in your revenue by generating qualified sales leads and substantially lowering the last budget you spend on online advertisements and SEO.
Above all, it is a human touch.
Chat Metrics offers best-in-class Conversation as a Service (CaaS) solution. Our clients testified they were able to get an average of 5 leads/per day and reduced the overall cost-per-conversion substantially.
If you were waiting for the perfect time to implement Conversation as a Service (CaaS) solution, the time is now.
Because Chat Metrics, offer 25% more leads in 30 days or 100% money-back guaranteed.
Conversions jumped 38% immediately
Head of CRM & Marketing