Category Archives: Mobile Chat

A Sneak Peek at Mobile Chat Beta

Here’s the great thing

about live chat: it is the quickest route between the customer and service. There’s no waiting for a return phone call or being placed on hold, no checking through a spam folder for a reply. It’s simple and to the point. Here’s the drawback: there has to be someone on the other side of the screen. That’s where mobile chat comes in.

There’s no question live chat is a great sales tool. It’s the most convenient option for a customer and, in a world weary of clogged inboxes and cold calls, no personal information needs to be given out. Businesses love live chat especially for capturing impulsive or hesitant customers browsing their site.

However, any sales tool is only as good as the person wielding it. If a customer initiates a live chat and has to wait a few minutes for a reply, or worse, receives no response at all, you just lost a customer.

It’s not practical for a business with a limited staff or highly active sales team to have someone man a computer all day. They have to resort to either outsourcing their live chat, restricting it to very limited hours or risking chats go unnoticed.

That’s why we’re enormously excited to be working on a Conversion Support mobile chat application for Android phones. It’s a simple, intuitive app allowing customer-initiated chats from your company website to your smart phone. It brings all the benefits of live chat without the necessity of a salesperson tethered to a desk.

We already have a Beta version in the works. Here are some of the handy features so far:

Automatic notification: Our app will automatically alert you of incoming chats. You won’t be caught off guard. Once alerted, you have 25 seconds to decide whether you want to take the chat.

Set availability: Being able to take chats anytime is great, but for those times you’re indisposed, you can toggle back and forth between available/unavailable status with a quick touch of the screen.

Quick response time: Once you answer a chat, an automatic greeting is sent to the caller, to minimize the wait time. And the chats are fast, we timed it. Once you send a message, the customer will receive it almost
instantly. The app will automatically scroll when your customer responds, to ensure an even faster response time.

Emailed transcripts: When the chat is ended, a complete transcript, dated and time-stamped, will be sent to your email address, giving you an easily archived and searchable record.

The Conversion Support Android app will allow a company to maximize their live chat service. Live chat no longer needs to be limited to a terminal. As technology catches up to our demand for instant communication, we are able to take an already innovative sales tool and bring it to another level. If you’re as excited as we are, and would like to be a tester for the

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upcoming Beta, contact us, and we’ll get you on the list.

Mobile Chat is Coming!

We’re really excited to launch mobile chat for Conversion Support.

Why? Because:

1. Mobile chat yields faster response
2. Mobile chat follows people’s online behavior

Conversion Support’s entire underlying goal is utilizing live chat to shrink the gap between your customers needs, current or potential, and your business’ response. Mobile chat offers another vector to reach your customers quickly, efficiently and intelligently.

Faster response time.
Studies in lead response target a five-minute threshold for effective sales leads.

Contact leads past that point, and your chances of actually qualifying them drop precipitously. The quicker your inbound sales team reaches leads through chat, the more leads you’ll get.

If you’re considering any kind of chat service, you’re probably asking some variation of “How can I

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my customers quickly?” Mobile chat strengthens your chances of hitting the magic five-minute window for lead generation. Especially if you’re frequently away from your desk.

Freeing you from your desk(top).
Maybe you work in real estate, and you’re frequently fielding time-sensitive queries en route to another property. Maybe you work at an auto dealership, spending

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much of your workday on the sales floor. Or you’re in outside sales, you know all about that magic five-minute window, and maybe you don’t even have a desk.

Property managers, contractors, architects: all professionals, frequently working in the field, who’d barely consider chat if it wasn’t mobile. Conversion Support mobile chat was made for you.

Ahead of the curve.
Global usage share for mobile browsers has been climbing since early 2009, and even more significantly in the past few months of 2011.

That’s cool, though not a big deal by itself. But compare that trend to global usage share for desktop browsers:

  • Usage share for Internet Explorer: Trending steadily downward since mid-2008.
  • Firefox: Trending downward since late 2010.
  • Safari: Tepid growth since late 2009.
  • Of the top five desktop browsers, only Chrome follows mobile browsers’ upward rise.

This represents a huge shift in browser usage share.

Or consider findings from Forrester Research, a tech and market research company. They estimate that from 2010 to 2015, tablet ownership is increasing at an annual compound growth rate of 51%. Take 1,000 iPad owners in 2010, and you’re looking at 7,850 owners in 2015.

To us, these findings quantify our intuition about people’s online behavior in the coming years—more and more, living and working online will be a mobile behavior—and we’re proud to operate at the edge of that curve.

We can’t wait to show you what we’re building.