Having live chat on your website is not only delivering the best customer experience that is available 24/7 - it is delivering the experience that consumers expect.
You're letting the customer tell you the kind of luxury experience they're looking for without making any assumptions.
We know that shifts in society have resulted in consumers seeking instant gratification. If your brand is not available to have a conversation with a consumer at any given time they decide that it's time for a luxury travel getaway-- that is a potential lost opportunity.
Don't be caught with a site that is difficult to navigate or that can't answer a consumer's questions instantly.
Let's take a look at some scenarios when consumers are looking to connect with luxury travel sector brands. Let's say, for example, you were looking to charter a luxury yacht or a private jet. You go online and discover companies that meet your search criteria.
Once on the website, you may have some simple query questions, such as dates/availability and budget. Through to more complex questions ranging from what type of insurance is needed and if there are catering arrangements.
The current buyer journey is very linear and not dynamic. They have to go through a step-by-step generic process that typically involves completing a form or sending an email to engage with the brand. The agent/broker will then pick up this information and answer questions/requests - and some of these requests may not lead to a qualified opportunity but still take up the same amount of time.
Buyer’s Journey as it typically is:
Client visits site> Send email > Agent replies with information > buyer then looks to see if it matches their requirements > communication continues back and forth in a disconnected fashion >Sometimes it results in a sale, sometimes it doesn’t.
Let's look at the buyer journey when you introduce live chat into the mix.
Buyer’s Journey with Live Chat:
Client visits site > Starts chat > get answer immediately through conversation > considered purchase > In some instances books (but often much more quickly and confidently).
This journey is more dynamic and will reduce sales cycles, by engaging with the consumer in real time you are overcoming any purchase barriers and reducing the likelihood of them exiting your site to check out your competitors offering.
We’re so confident about our results that we only charge our clients for marketing qualified leads. If you’re ready to talk, chat with one of our live agents now. If you’d like to learn more about how our process can get you more qualified leads, take a look here.