How to choose a live chat provider

Are you looking for a website chat service for your business? Hoping to boot the bot by moving to the best live chat provider? Want to see real ROI?

With 79% of customers confirming that they prefer to engage with live chat over AI, there’s more reason than ever to ditch your chat bot.

We’re here to help. Use our easy scorecard to grade the website chat services you’re considering to ensure you’re getting only the best quality! Choose a provider with a score over 80 to ensure the very best quality for your customers.

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Ruby solutions overview.

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Ruby's live chat and virtual receptionist service overview

Is it time for you to build better relationships with your customers? Are you losing potential business because you simply aren’t there when your audience is looking to talk to you?

It may be time for a live virtual receptionist or live chat service (or both)!

Discover how you can turn your phone and website into lead generating machines in The Ruby Solutions Brief! Inside we cover how each service works, their unique value, and the power of personal connections.

Get the Ruby Solutions Overview!

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The buzz about live chat.

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Live chat overview infographic

What’s the buzz? The buzz about chat.

We’re not talking about chatting on the phone, chat bots, or a form on your website. We’re talking about the power of a website chat box with real, live chat specialists answering questions from potential new customers, impressing your currents customers, and helping you grow your business!

Small businesses are rushing to add live chat to their website.

Get all the details about live online chat, why small businesses love it, and the impact it has on small businesses in our nifty infographic.

Experience the interactive infographic!

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How to reduce sales friction.

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In theory, sales should be easy. A customer wants something, your business has that something, and so you sell it to them. Rinse and repeat.

In reality, of course, selling is almost never that easy—especially for a small business. You have to generate leads, qualify those leads to determine if they’re real prospects, carefully approach your prospects, pitch your product or service in a compelling way, overcome any objections, and close the deal. It can be a long, demanding journey littered with potential obstacles and pitfalls.

While many businesses dedicate significant time and resources toward optimizing the sales process, they frequently—and inadvertently—make things even harder for themselves. How? By increasing sales friction.

What Is Sales Friction?

Sales friction is anything that gets in the way of a customer saying “yes.” It can happen at virtually any point in the sales process. A slow or unresponsive website causes friction for someone researching your company. An untrained salesperson causes friction by not being able to answer a prospect’s questions. A point-of-sale system that won’t accept a customer’s credit card causes friction in what should be the painless final stage of a transaction.

Consider some other common sources of sales friction—how many of the following might apply to your business?

  • missing or hard-to-find business contact information
  • unnecessary or redundant customer relationship management (CRM) systems and steps
  • CRM systems that contain unclear or incorrect information
  • sales and marketing messages that are irrelevant or flood prospects’ and customers’ phones and email inboxes
  • outbound calls that disrupt the lives of prospects and customers
  • communication problems between sales and customer service staff
  • sales and support unavailability
  • delays in following up with prospects and customers
  • missed deadlines and unfulfilled promises
  • complicated payment processes

The list goes on. Indeed, virtually every decision your company makes can either facilitate or impede sales growth. And while eliminating sales friction entirely may take a thorough audit of your organization, there’s at least one major source of friction you can fix today: the lack of a live chat window on your website.

How Does Live Chat Reduce Sales Friction?

Live chat is a valuable and highly underrated sales and customer service tool. It’s easy and cost-effective to implement, a majority of consumers like it, and relatively few companies use it.

On top of that, it can address multiple sources of sales friction, including the limitations of business hours, inefficient lead generation, customer objections, poor customer data collection, and more.

Here are just a few ways how:

Generate More Leads

Live chat specialists can be trained by experts in your company’s field, making them capable of handling the types of qualifying questions necessary to generate real leads. Chat specialists are proven to generate more leads than other sales tools and strategies. In many cases, these leads would not have otherwise been created.

Overcome Objections in Real Time

As business-to-consumer communication has shifted away from face-to-face interactions and into the digital world, companies have lost the ability to overcome objections as they arise. More than a third (35%) of salespeople say overcoming price objections is one of the biggest challenges to any customer relationship. Live chat gives you the chance to address customers’ specific concerns in real time. With trained chat specialists available around the clock, there’s no need for protracted, back-and-forth messages and phone calls.

Gather Better Data About Your Customers and Prospects

Get ready to say goodbye to those old-fashioned website forms that only convert a small fraction of your website visitors. Live chat specialists are able to build relationships with customers from the moment a chat begins—before your company even needs to request information. Agents can be trained to gather specific data, answer questions throughout the process, and clarify any misunderstandings that may occur as they occur.

Always Be Closing

With live chat, customers don’t have to commit to an appointment before interacting with your company. They can chat in to ask a simple question, at any time that’s convenient for them, even when a phone call would be awkward or inconvenient—e.g. while sitting in a conference for work, waiting at the DMV, watching the kids at soccer practice, and so on. Chat agents are live on your website while your office is closed, so you’ll never lose out on a lead or sale regardless of when opportunity comes. Sunday at 7pm? No problem for a live chat agent.

After implementing live chat on your company’s website, you can expect a higher conversion of web visitors into new customers. In our experience, after handling thousands of chats, our average company client sees a 40% increase in sales inquiries.

The Ultimate Guide to Live Chat

See how live chat can turn your business website into a lead generation and sales machine.

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Wheelhouse case study.

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“Retaining Ruby is much more affordable and practical than hiring a person to our team. More than that, what Ruby does is unique and for what we do as wealth advisors it’s a perfect fit.”

In business since 2007, the financial planning advisors at Wheelhouse Wealth Advisors have focused on serving business owners, families, individuals and retirees and ensure mutual respect and understanding in every exchange.

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Did you know that 92% of homebuyers report that response time is “very important” in choosing an agent?

iBuy platforms and other digital technologies have disrupted the real estate industry, dramatically altering the way in which buyers and sellers navigate the process and engage with agents.

A recent Ruby survey uncovered how successful real estate agents and brokers are striking the delicate balance of leveraging new technology and meeting client expectations.

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Is working while traveling from city to city or even country to country really a viable option? Can you successfully meet the needs of your customers or clients while enjoying the freedom a virtual office affords? In this article attorney Andrew Cabasso takes a closer look at the roadblocks that have traditionally been an issue, including client meetings, business development, and practice management, and examines how the latest in technology solutions can get you one step closer to making a virtual office lifestyle a reality.

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Should you take a closer look at your customer service strategy? Tune in as Shep Hyken interviews Ruby CEO, Jill Nelson, to learn how Ruby uses both technology and humanity to deliver amazing customer experiences.

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Finance testimonial – NW Benefits

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The Ruby Ripple Effect.

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Growing Your Service-Based Business without Burning Out

Have you ever wondered how to effectively scale a service-based business while maintaining a dedication to quality and staying sane?

Tune into the Scaling Up Business Podcast case study on Ruby Receptionists to discover how Ruby CEO, Jill Nelson, built a service-based business without burning out–and the path that brought Ruby to being the business it is today!

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Countless businesses overthink relationship-building. They collect massive data sets about their would-be customers, create complex audience segments, and then rely on automated tools to send the right messages to the right people at the optimal times for maximum engagement. Or, strapped for time and resources, they use automation tools to reach as many customers at once as possible, hoping the message resonates with at least a few.

As a small business owner, it makes sense to want to leverage technology to better your business and manage your time. But, even in this era of automation, technology cannot successfully replace human connection; it is meant to empower it.

Curious to see how building personal connections can boost your bottom line? Check out this recent webinar hosted by Ruby’s founder Jill Nelson to gain expert insight on the role of customer experience in generating big returns for small businesses.

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Human communication is layered with non-verbal messages and read-between-the-lines language that require a high level of emotional intelligence to navigate. In the legal field, picking up on these signals can help an attorney establish and build trust with potential and current clients alike. For attorneys who excel in their practice but perhaps struggle with interpersonal communication, we’ve put together a few quick tips to help you meet the needs of your clients.

Listen Well

“Active listening” and “good communication” are buzzwords we’ve all used during an interview or around the office, regardless of our industry. From law firms to contractors to hair stylists, professionals recognize the role of effective communication—which might explain why most adults fancy themselves expert listeners.

While active listening is typically associated with head nods, the occasional “mhmm”, and an accurate regurgitation of a speaker’s main points, the Harvard Business Review contends that these actions just barely scratch the surface. Skilled listeners will first create an environment in which a person feels comfortable speaking. For attorneys, this means eliminating distractions. Desk and cell phones, a smartwatch, or any other electronics that threaten to divert attention away from a client should be tucked away. From here, your own body language, the questions, and insights you offer, and your ability to pick up on nonverbal cues (and acknowledge them) not only deepens your understanding of a client’s unique circumstance, but also establishes a foundation of trust.

Break it Down

A benefit of honing your listening skills is gaining a clear understanding of a client’s motivation around specific litigation. Becoming familiar with their goals empowers you to provide information in the context of their aspirations. Give clients insight as to why information matters to them and reinforce a positive perception of your firm. Frame information in a way that connects with your clients to let them know you’re listening, and again, you’ll earn their trust.

In addition to context, remember to steer away from legal jargon. Avoid inaccessible language that can further confuse—and potentially frustrate—your clients. Be sure to break down terminology in a way that aligns with each individual client’s needs. And remember to always loop back to why the information you are giving them is relevant!

Follow Up

What might be the biggest challenge of running your own practice? Following up with client communication in a timely manner in the midst of meetings, casework, and court dates. While the clients who have you face-to-face appreciate your undivided attention, your focus there will inevitably result in unanswered client (or potential client) phone calls. Virtual receptionists are a great solution to a ringing phone. Clients are able to connect with a real, live human ready and trained to help them, while you remain focused on the task at hand. Even if a receptionist is answering your calls, be sure to set aside time to follow up with clients. Keep them updated and check in to reassure them that their needs haven’t been forgotten to maintain valuable positive client relationships.

Bottom line: Eliminate distractions in your environment, seek to understand client goals, and avoid legal jargon to meet clients where they are. Better communication means an elevated client experience, which translates into wider profit margins for your firm. 

TimeSolv is a comprehensive project management and legal billing software that has been helping lawyers and other professionals increase billable time and get paid faster since 1999. TimeSolv is compatible with PCs and Macs, iPad and other tablets, iPhones and Android App. If you’re interested in automating your law practice with TimeSolv, click here now to start your no-obligation 30-day free trial!

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You’ll never have enough capital or time to do it all, but making real connections with your clients is getting more important every day.

Missed touchpoints are missed business opportunities and, when every client counts, every interaction makes a difference.

Getting a more worthwhile return on your investment is easier than you think!

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Right now, at this second, dozens of people want to get in touch with your business. Fortunately, you don’t need to do much to connect with them. If you have an online presence, such as a website or Facebook page, you’re probably halfway there.

But you already knew that. If your organization is like most, you’re already focused on digital marketing and website development. Perhaps you’ve invested in search engine optimization, content, advertising, or any number of the myriad strategies businesses use to stand out online.

So why aren’t you connecting with as many customers as you could be? Two words:

Live chat.

What Is Live Chat?

Live chat is a form of online communication in which people send messages to each other in real time. Think of it like texting, but over an internet connection rather than a telephone network.

You’re probably familiar with live chat, even if you don’t know it. If you’ve ever typed a word into Slack, WhatsApp, Apple Messages, Facebook Messenger, Google Talk, AOL Instant Messenger, or Skype, you’ve engaged in live chat. And if you’ve ever visited a website and were greeted by a pop-up box encouraging you to “chat now” with a support agent, you’ve seen a company’s live chat tool in action.

These tools aren’t merely for show—they can transform a business’s customer acquisition numbers practically overnight.

Why Does Live Chat Matter?

Consider the following:

  • 42% of all customers prefer chat over other communication channels, such as email (23%) and social media outreach (6%). [source]
  • 73% of consumers are satisfied with their experiences on live chat—that’s the highest level of all customer service channels. [source]
  • Compared to other prospects, live chat prospects are 4.6 times more likely to convert into customers. [source]

Given these kinds of statistics, you’d think service-oriented businesses would be zeroed in on live chat. And yet, approximately only 14% of companies use it. That means 86% of businesses—likely including your competitors—either undervalue chat or don’t know about it at all.

Sounds like a major opportunity for you to differentiate.

But that’s only one of the many benefits live chat can offer. With a simple, unobtrusive chat window, your site can…

  • meet customer demand 24/7,
  • take sales and support pressure off of your team,
  • generate new leads for your business,
  • help you overcome common customer objections as they arise,
  • answer visitors’ frequently asked questions,
  • gather a broader and more accurate set of customer data,
  • and much more.

That said, effective chat is about more than installing a widget on your website. To see real results, you need to do things right. Bots, forms, and outsourcing simply don’t work. In fact, shortcuts can actually turn would-be customers away.

Live Chat Insights and Best Practices

So, how do you do chat the right way? Download our new ebook, The Ultimate Guide to Chat, to find out!

Inside this free resource, you’ll find detailed, data-backed insights, with chapters covering…

  • The expectations of the digital customer
  • The difference between an AI and live chat experience
  • How live chat can boost your bottom line
  • What to consider when choosing the best live chat solution for your business

Discover how you can use chat to transform your business and start generating leads from your website daily.

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*Ruby is delighted to offer a money-back guarantee to first time users of both our virtual receptionist service and our chat service. To cancel your service and obtain a full refund for the cancelled service (less any multi-service discount), please notify us of the service you wish to cancel either within 21 days of your purchase of that service or before your usage exceeds 500 receptionist minutes/50 billable chats, as applicable, whichever occurs sooner.