Lead generation backed by human conversation - delivering qualified leads at scale
Once live, internal reactions were positive from the very beginning. With vigorous testing of the solution across all levels of the business and getting individual feedback from the start allowed for any alterations to be made to the service in real-time.
Over the years, Conversational Marketing has delivered a volume of leads for SES.
Due to the nature of the business, this is not a linear line, due to the variation in contract values - with three deals generating over £1 million in revenue.
Chat has been the vehicle in connecting and building relationships with people who SES may not be aware of. Jitisha Kamdar - Lead Management Specialist highlights this when referencing which markets they are seeing demand.
“Chat has allowed us to understand what the real customer requirement is, we see a lot of traffic from developing nations and our approach when using chat is to simplify some technical concepts or processes to help uncover their needs.”
Helping your audience uncover their needs, understand technical concepts or processes will build trust with them from the beginning. The Chat Shop was able to take this a step further, by introducing its translation tool - this enabled them to further optimise the chat function and engage with prospects within their native language.
A true partnership
Receiving enriching insights from both the chat agents and account management team has been beneficial for SES - this true partnership has allowed for an openness to suggestions and optimisation that has led to some of the chat agents to be included in their internal process.
“Working with Greg has been really amazing, living up to expectations in what we need from The Chat Shop. The team managed by Greg has been performing exceptionally well, in terms of responsiveness and proactiveness and how to improve the strategy..” Jitisha Kamdar - Lead Management Specialist - SES
In any sector where high-value sales are involved, people appreciate the opportunity to speak with a human. And conversation is very clearly human in the way the chat agents answer. SES were aware of how powerful adapting conversation into your marketing mix can be to drive results.
Looking ahead, the company has invested in a new satellite system - O3b mPOWER - which will be operational 2022. This will be a huge focus for the business and The Chat shop will be a fundamental part of how they develop and communicate this on the website - we look forward to seeing what results we can achieve together!