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Strategic thought for the day... chat/text is way more than a lead gen tool.If your store is trying hard to refresh its brand, chat is a shopper's 1st test of your branding PROMISE. IOW, the shopper believes they're talking to someone inside your store. The chat experience's 1st responsibility is to align & reinforce the shoppers expectations set by your branding messages (lead-gen plays a smaller role). IOW, if your branding message is all warm and fuzzy, but, your chat tracks are all about lead gen, then your chat and your branding investment *may not be* aligned.Additionally, from a shoppers P.O.V., a great chat experience can make a shopper smarter and faster. My research leads me to believe that a return visit is a top 3 KPI.HTH-Joe/edit/My sig speaks to this theme:“Car Shoppers spend most of their time on other sites... not yours." #ThinkHoneyNotHammers
Strategic thought for the day... chat/text is way more than a lead gen tool.
If your store is trying hard to refresh its brand, chat is a shopper's 1st test of your branding PROMISE. IOW, the shopper believes they're talking to someone inside your store. The chat experience's 1st responsibility is to align & reinforce the shoppers expectations set by your branding messages (lead-gen plays a smaller role). IOW, if your branding message is all warm and fuzzy, but, your chat tracks are all about lead gen, then your chat and your branding investment *may not be* aligned.
Additionally, from a shoppers P.O.V., a great chat experience can make a shopper smarter and faster. My research leads me to believe that a return visit is a top 3 KPI.
HTH
-Joe
/edit/
My sig speaks to this theme:
“Car Shoppers spend most of their time on other sites... not yours."
#ThinkHoneyNotHammers
