July 10, 2019

How to Use Live Chat to Promote New Products and Services

Live chat technology has changed the way businesses interact and communicate with their customers. Because it enables you to give answers to customers in real-time, customers are more likely to communicate with you via live chat than any other communication channel.

However, contrary to popular belief, live chat is not just a customer service tool. You can also use it to boost your sales by promoting new products and services.

3 strategic ways to use live chat to promote new products and services 

So how can you leverage the power of live chat technology to promote your new products and services? Spoiler alert - it’s easier than you think.

1. Upselling/cross-selling

One of the best ways to use live chat to promote your new products and services is by using one of the oldest sales techniques in the book - upselling. Upselling simply means selling an upgraded version of a product while cross-selling means offering accessories that can enhance the customer’s experience with your product.

When a lead enquires about a particular product or service, don’t just sell them on what they want. Instead, point them to your new (upgraded) product or service or upsell them on some other new products that you have.

2. Mention your new products in conversations 

Another great way to promote new products and services using live chat is by mentioning them whenever you can in a conversation. You don't have to be annoying or forceful but you can be proactive in engagement.

Visitors don’t come to your website because they have nothing to do. They visit your website because they have a problem they believe you can solve. More often than not, your new product or service addresses their exact pain points.  So yes, promoting them in chats is helping your customers out. And on the flip side, not letting visitors know is doing them a disservice. 

3. Include new product links in your FAQs

Another great way to use live chat to promote new products and services is by including links to those on your FAQ page.

Where does live chat come in?

Well, one of the most common links to share in your live chat conversations must be a link to your FAQ page. When directing people to the FAQ page, you can add a statement to highlight the fact that they should look out for the “New Products” section. For example, “For more details on this (particular query) be sure to check out our FAQ page. And while you’re there, be sure to check our new products section for a solution to X (pain point).”

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Our U.S.-based agents are highly skilled and can answer common questions about your business, qualify new leads, schedule appointments, take payments, and more. You stay in the loop when chat transcripts are sent to you after each conversation and logged in your CRM. There's no setup fee, services are month-to-month with no annual contract, and plans start at just $100/month. Learn more and get started with a 10-chat / 30-day free trial!


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