September 14, 2020
The emergence of pandemic led to drastic changes in the way businesses functioned all around the world. Due to the lockdown, restrictions in communication led to businesses grappling to connect with prospects and converting them into leads. This led to an increased urgency for the shift from offline to digital communication, and while some businesses struggled to cope, some others were exceptions to the transition.
The change in the process of communication resulted in businesses as well as customers becoming reliant on digital tools and technologies in order to adapt to the lockdown. Due to the lockdown, customer interaction with businesses became limited to online communication.
The first point of interaction of a website visitor with a business and the conversion of the audience into leads became majorly dependent on whether or not the website engagement helped the visitor with their questions to their satisfaction.
CommVersion’s data shows that businesses across industry verticals that incorporated a well-crafted communication strategy that involved providing up to date information, personalisation, and great response time, to tackle various customer queries in real-time, adapted well to the implications of the lockdown. The period during the lockdown saw an increase in customer queries, resulting in an increase in the number of chats on the website.
Despite the limitations in communication during the lockdown, CommVersion has significantly helped the following industries to not only provide 24×7 support for their customers but also led to higher lead conversions from their inbound traffic.
A study based on CommVersion’s data shows the following industries significantly increased their web leads, as compared to the period prior to the lockdown, and maintained the quality of their customer experience successfully, in spite of the lockdown.
The Real Estate industry generated 65% more online leads during the lockdown period
During the lockdown period of March 2020 to July 2020, the website traffic grew substantially, resulting in an overall 49% surge in the number of chats taken. Despite the surge in the number of chats, in comparison to the period prior to the lockdown, the quality of website engagement did not recede.
The Real Estate Industry’s average CSAT (customer satisfaction score) of 93% four months before the lockdown period, increased to 99% during the lockdown. Our Managed Live Chat team was well prepared with all the relevant information, to handle various customer queries and much more.
From November 2019 to February 2020, 13313 leads were generated with the help of Live Chat. In the aftermath of these four months, as per CommVersion’s data, businesses in the Real Estate industry saw a 65% increase in the number of online leads generated totalling to 22,019 leads during the lockdown period.
98% more leads generated by the Healthcare industry during the lockdown
From March to June 2020, website traffic across the Healthcare sector grew, as a result of an increase in the number of customer queries. This resulted in an increase of 374% in the total number of chats taken by CommVersion’s managed live chat agents.
Despite the increase in the number of chats taken, the chat agents were well prepared to handle this surge with great response time, along with the relevant information needed to answer visitor queries. The CSAT score that was 92% before the lockdown, increased to 99%, during the lockdown period.
Overall, the Healthcare industry witnessed a 98% increase in leads, wherein 1084 leads were generated with the help of CommVersion during the lockdown period, as compared to four months prior, between which 546 leads were generated online.
The Movers and Packers sector saw a whopping increase of 535% in online leads and a massive improvement in the overall CSAT score from 83% to 100% during the lockdown period
CommVersion’s data indicates that the Movers and Packers Industry relatively pushed through the lockdown the most, leading to exceptional success.
Before the lockdown, between November 2019 to February 2020, the Movers and Packers industry generated 169 leads. During the lockdown period, the industry witnessed a massive 535% leap in the number of leads generated. Businesses in the Movers and Packers industry generated 1074 leads between March to June 2020.
Not only did Live Chat play an important role in this substantial escalation in the leads that were generated, but the personalised conversations, the immediacy in response, and the preparedness of the team with relevant information about the services offered by the businesses led to an extensive increase in the CSAT score between 83% in November 2019 to February 2020 to 100% during the lockdown period.
The relevance of Live Chat has increased during the pandemic and will continue to do so even after the pandemic is over. As a tool of optimal and personalised communication on and through a digital platform, the convenience of connecting with prospects at any given time is proving to be a valuable asset in the “new normal.” 24×7 Live Chat not only ensures a positive customer experience but more so ensures engagement on the website with prospects, hence increasing the potential for lead generation for various businesses across industry verticals.
