How to Use Live Chat Software for Lead Generation

live chat software for lead generation

It’s been more than a year since you started your business. It’s doing well so far, but now you feel that it’s time to go online.

You know that reaching your audience is essential, and taking your business online can help you achieve this goal in less time and investment.

Thinking of it like that, you finally build your website. But even after a month or so, you hardly notice the difference in your traffic. You are worried and confused as to why aren’t you getting to see leads for your business. And now you feel stuck with one question in your head, “what to do next?”.

Sounds similar? Well, this is something that can happen to a lot of newbies. But worry not, this can happen to anyone, even those who’ve been in the market for a decade.

Lead generation has been a challenge for many, but only a few have overcome this hurdle effortlessly.

Business owners understand that no matter how many people browse their website, dissatisfied visitors cannot be stopped from leaving.

According to the live chat statistics mentioned below, you get to know why you need live chat for lead generation and how it benefits your business:

  • 16% of customers prefer to use live chat software as customer support and service channel rather than self-service and social media platforms
  • 44% of online consumers say that having questions answered by a live person during an online purchase is one of the most important features a website can offer
  • Live chat increases conversions by 20%. Live chat helps answer customer questions and remove buying objections and results in a more confident consumer
  • 305% ROI from sales chat with a payback period of 6 months (when using paid chat services)

The real-time communication abilities of live chat software lead to:

  • Improved customer service
  • Improved response rate
  • Opportunities to upsell a product or service
  • Reduction in support cost
  • A boost in customer trust and loyalty

But most of all, live chat support also results in lead generation and increased conversions. So, just in case you’d like to see how to use live chat for lead generation, then let’s understand this in detail below.

How Live Chat Boosts Lead Generation

Did you know that 305% ROI from sales chat with a payback period of 6 months (when using paid chat services)?

And that usually happens when your live chat helps you capture qualified leads for your business. That’s why we need to see how to use live chat for lead generation to scale your sales and company growth effectively.

#1: Use Real-Time Assistance For Chat Leads

According to a study, “Live chat increases conversions by 20%. Live chat helps answer customer questions and remove buying objections and results in a more confident consumer.”

When you aim to provide real-time assistance to customers, make sure to use the awesome live chat features to deliver a delightful experience. Some of the features that will help your operators provide real-time assistance will be inclusive of:

Chat Greetings

Live Chat Automated Greetings

Initiate a chat greeting when a customer has been on a page for a very long time. These can be automatic and manual greetings that will popup based on the visitor’s behavior on the website. What’s more, if you add these greetings on pages that are more likely to convert, you will end up with qualified leads for your business.

Chat Routing

Route your visitors to the right department to help them get real-time assistance effectively. Not only will this feature help your admin distribute the workload as per the existing workload of the operators but also help them avoid long chat queues.

 Canned Response

Canned responses for good customer service

Use canned messages to reduce chat response time and manage multiple customers at the same time. Not only will your operators keep customers engaged but also give them the time to come up with a solution to their problems. This can result in not only capturing qualified leads but also converting it into sales.

These features will help your operators provide real-time assistance to your visitors and learn if they are qualified leads for the business or not. Plus, during the real-time assistance process, operators get to determine what are the needs of the visitors and what they came looking for at the website.

This way, they can make sure that only qualified leads are stored as contacts that can later be approached for sales purposes.

#2: Awesome Mobile Support Experience to Generate Leads With Live Chat

Another way you can generate leads with live chat is by using its mobile app. It might sound a little off when you think how live chat mobile app can help your company capture qualified leads for the business. But trust me, it does.

Live chat mobile app tends to help in a lot of ways like:

☛ Help Operators Answer Questions Anytime, Anywhere

Understand this; your operators can’t be available at all times at their seats with eyes all set on the screen of their systems to answer incoming questions from prospects and existing customers. That’s why the use of live chat mobile apps seems to be the perfect fit.

They can:

  • Initiate a chat
  • Answer an incoming chat
  • Browse visitor behavior
  • Check how many operators are online

This and a lot more allows them the opportunity to never miss qualified leads for the business.

☛ Creates Browser Like Experience

Live chat software tools like ProProfs Chat offer a great mobile app interface that creates a browser-like experience.

live chat mobile app

For example, operators get to track a lot of activities at the same time. They get to see how many operators are online, how many chats are managed simultaneously by each operator, how many pages have the visitor browsed, what pages have they browsed, how long have they been on a page, and more.

The availability of this data allows operators to understand the customer intent and capture leads efficiently through proactive conversations.

Other than this, abilities like multiple chat settings options and operator performance metrics create a browser-like experience, thus allowing the operators to extend help no matter where they are and keeping customers delighted with seamless support experience.

#3: Market & Generate Leads With Live Chat Software

Do you know that 44% of online consumers say that having questions answered by a live person during an online purchase is one of the most important features a website can offer?

No matter where a website visitor gets stuck, the use of live chat helps them overcome a lot of troubles. 

Trust me, it’s not something I presume. Visitors who browse a website expect to see a live chat so they can approach a business for help whenever needed.

That’s where business owners should take the clue. Live chat is not just for lead generation, customer service or a support tool. It can also be used for marketing purposes.

You may wonder how. Well, let’s understand this below.


Live chat tools like ProProfs Chat offer features like announcements that allow a business to market products and offers effectively.


All you have to do is add crisp yet engaging offer content to engage website visitors. You can announce your upcoming product updates, sales, discounts, and offers to boost your chat leads.

In a nutshell, you get to take your marketing efforts to the next level without making large investments.

#4: Exceptional, Personalized Live Chat Support to Increase Lead Generation

If you thought that the use of particular live chat features helps a business to boost leads, then think again.

Powerful live chat lead generation features are essential, but tend to describe only one side of the story. The way your operators use a live chat tool is another side of the story.

Studies show that “customers who chat are 3x more likely to buy. Live chat provides a method for more direct and personal interaction with customers, increasing the likelihood that they will make the purchase”.

But to achieve this goal, your operators need to understand the customers and their pain points before they solve problems for them. The following features allow operators to understand the customers and create a personalized support experience.

☛ Chat Transcripts

In case it isn’t the first time a visitor has browsed your website and asked for support, then chat transcripts are one way to understand the customers better. Operators can use transcripts to understand customers better, learn what their pain points are, and deliver solutions that meet their expectations.

☛ Chat History

Well, chat transcripts are a part of the chat history. However, this report section consists of insightful data that allows your operators to figure out ways to create personalized support experience. Operators can track how many times has the same visitor browsed the website, which operators have actively engaged with them in real-time, whether visitors were satisfied with operator support, and much more.

 Visitor Monitoring

Live Chat Features

While the feature mentioned above real-time visitor monitoring helps you understand the visitor’s mood and what your operators can expect when they browse the website again, this one takes the personalization of the support process to the next level.

The use of live chat software helps your operators to see how many visitors are currently browsing the website.

Here they can track how long the visitors have been on a page, what pages did they visit subsequently, did they take action or not, how many times did they land on the same page, and a lot more. This allows operators to understand whether visitors came with a purchase intent or not and accordingly create a personalized support journey for them.

These features help you improve:

  • Product quality
  • Website experience
  • Support experience
  • Response time

And these outcomes result in delighted customers.

#5: Figure Out Upsell & Cross-Sell Opportunities

We’ve all understood how features and the correct use of live chat help your business capture qualified leads effectively. Now, let’s see how it enables you to figure out upsell and cross-sell opportunities that lead to further lead generation possibilities.

When you integrate live chat support tools with a powerful platform like CRM, it becomes a lot easier for your operators to access every visitor detail in seconds. This allows them to provide a product recommendation before the visitor gets ready to checkout with the cart. 

Now, personal product recommendations tend to leave an impact on your customers, especially those that popup in real-time. While some may avoid your efforts, others might find your approach conducive.

With the right information on your visitors and existing customers, operators get to provide suggestions that help you to boost leads for the business.

How does that happen through product recommendations is probably the next question you may ask. Well, excellent customer service tends to leave a good impression on your customers.

And this impression results in word-of-mouth publicity for your business. That’s exactly how you come across new potential leads for the business.

In a nutshell, when your operators identify upsell opportunities, they not only find the possibility to keep your existing customers engaged but also prompt them to bring in more business with seamless service.

Final Thoughts: Live Chat Boosts Lead Generation

To boost leads for your business, you not only need the right team members but also the best live chat support tool. Plus, you should also be well-versed with how this tool can help you achieve the goal of lead generation successfully.

Strategies mentioned in this piece on how to use live chat to boost lead generation for your business are effective. Try them now and let us know what are your thoughts on these measures in the comment section below!

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About the author

Riddhima has more than five years of experience in SaaS software and customer service verticals. She is passionate about studying the customer success journey and has a deep understanding of how organizations can leverage customer support tools such as live chat software for maximum success. In her free time, she enjoys traveling for food, reading fiction, and watching Netflix.

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