Six Ways To Use Live Chat For Lead Generation In 2023

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Lead generation is a critical component of any business plan. It refers to the process of identifying and attracting potential customers for your products or services. Traditionally, lead generation involved cold calling, door-to-door marketing, and other intrusive methods. However, with t

Lead generation is a critical component of any business plan. It refers to the process of identifying and attracting potential customers for your products or services. Traditionally, lead generation involved cold calling, door-to-door marketing, and other intrusive methods. However, with the advent of technology, businesses are now turning towards online channels to generate leads.  

One of the most popular ways of generating leads online is by using live chat on your website. This involves embedding a chat support system on your website that allows visitors to interact with your business in real-time. This can help you engage with potential customers, answer their queries, and guide them through the sales funnel.  

AI-powered live chat agent services are also becoming increasingly popular as a means of generating leads. By providing chat support on social media platforms like Facebook and Twitter, businesses can connect with a wider audience and offer instant support.  

Technology has also given rise to new lead generation techniques, such as chatbots. These are automated chat services that can handle basic customer queries and provide instant assistance. By using chatbots, businesses can provide 24/7 support and free up their human resources for more complex tasks.  

Technology has revolutionised the way we generate leads. By leveraging live chat on websites, businesses can connect with potential customers in real-time and provide instant support. As we move forward, we can expect to see even more innovative technologies emerge to help businesses improve their lead generation strategies.  

AI Live chat: Explained   

AI- powered ive chat is a customer service tool that allows businesses to interact with customers in real-time through their website or mobile app. With live chat on a website, customers can ask questions, get support, and receive assistance from a representative immediately, without having to wait for an email response or phone call. Live chat can be a great way to improve customer satisfaction, boost sales, and increase engagement.  


Here are some key benefits of using live chat on website for customer support 

Instant support  

Live chat allows businesses to provide customers with instant support, helping them solve issues quickly and efficiently. This might result in enhanced customer satisfaction and loyalty. 

Increased engagement  

By providing live chat support, businesses can engage with customers in a more personal and meaningful way. This can help build trust and establish a strong relationship between the customer and the business.  

Higher conversion rates  

Live chat can help businesses increase their conversion rates by allowing them to interact with customers at the right time in the sales funnel. By providing timely assistance and support, businesses can help customers make purchasing decisions.  


Compared to other customer support channels like phone and email, live chat can be more cost-effective for businesses. With live chat, businesses can handle multiple customer queries at once, reducing the need for additional staff.  

24/7 support  

With chat services and chatbots, businesses can provide 24/7 support to customers, even outside of regular business hours. This can assist organisations improve customer happiness and give a better customer experience. 

Analytics and insights  

Live chat platforms often provide businesses with valuable analytics and insights into customer behaviour and preferences. This can help businesses improve their support and sales strategies.  

Live chat for lead generation in 2023: 6 ways explained   

Live chat is a powerful tool for lead generation in 2023. Here are six ways to use live chat effectively for lead generation: 

1. Provide a personalized experience:

In modern marketing, the focus is on creating a memorable experience for customers rather than using hard-selling tactics. Live chat allows businesses to engage with website visitors and offer them a personalised experience, increasing the likelihood of conversion. Use the live chat to study customer behaviour and provide assistance with multiple resources.  

Customized greeting  

Send a friendly and unique greeting over chat when a lead lands on your page, to stand out among the multitude of live chats out there.  

Streamlined access  

Simplify the visitor experience on your page by adding intuitive and user-friendly elements to your live chat.  


Offer visitors relevant FAQs to assist them. Redirect them to your dedicated FAQ page for further information.  

2.Utilise bot analytics to comprehend customer behaviour:

Live chat analytics are critical in transforming a webpage into a lead generation powerhouse. Visitor data can be analysed to understand their preferences and behaviour. For example, if someone lands on a webpage and visits multiple product pages, spends more time on certain pages and asks questions related to specific products, bot analytics can provide insights into visitor behaviour.  

Here are two ways to leverage bot analytics:  

Analyse chat transcripts  

Chat transcripts help identify user pain points and evaluate chat agents’ performance. Creating a word cloud for all transcripts can improve website copy. Frequently asked questions in chat can also be used to build an FAQ page.  

Monitor visitor activity  

Live chat software allows real-time monitoring of visitor behaviour, collecting data on various data points, such as which page attracts the most visitors, where visitors spend their time, visitor concerns, and demographics.  

By leveraging bot analytics, businesses can better understand their target audience and improve their lead generation strategy to increase conversion rates.  

3.Offer immediate customer support and engagement:

Customer service plays a vital role in lead generation. Proactively communicating with leads and offering solutions can boost their confidence in making a purchase. Utilising live chat enables real-time assistance to customers and prospects alike.  

Live chat provides an accessible communication channel that visitors can interact with more often, resulting in improved engagement. Unlike email or phone support, live chat offers immediate responses to queries, making it an ideal platform for customer support and engagement.  

Therefore, setting up a conversational chat system can enhance customer experience and improve lead generation.  

4.Integrate chatbot with CRM for enhanced customer experience:

To offer an unparalleled customer experience to new leads, integrating your live chat with CRM is essential. This integration automatically transfers multiple data points from the chat to the dashboard, allowing chat agents to offer hyper-personalised support via live chat by utilising visitor history through CRM or tools like CallTrackingMetrics.  

By syncing CRM and live chat, you can centre communication on customers’ wants, demographics, and visit history. This integration allows you to create customer profiles for repeat visitors and leads, equip chat agents with chat history to steer conversations better, and automate the information-capturing process.  

Integrating your chatbot with CRM ensures that your team has all the necessary information at their fingertips to provide a seamless customer experience.  

5.Maximise revenue through upselling and cross-selling

The live chat option is not only a tool for customer support and engagement but also a powerful sales tool. You can boost your sales and revenue by using live chat to upsell and cross-sell to your clients and prospects. Here are two ways you can achieve this:  

Offer promotions: Use the live chat to showcase the best deals and special discounts available on your website. This will encourage visitors to take advantage of the savings and make a purchase.  

Suggest relevant products: Use the live chat to recommend products that are relevant to your customers’ needs. This not only enhances their shopping experience but also increases the chances of generating more sales.  

6.Enhance Visitor Experience with Chat Triggers

Chat triggers provide a powerful tool for personalizing the visitor experience on your website. These triggers encourage visitors to initiate a conversation and facilitate proactive communication. Chat triggers work by activating a message or a series of messages when a visitor performs a specific action. Here are some ways to use chat triggers to enhance the visitor experience:  

Page visited  

Customise messages based on the pages visitors are viewing, similar to how Hubspot uses chat triggers on their Pricing page.  

Number of visits  

Offer returning visitors exclusive discounts or refer to their past purchases to encourage repeat business.  

Exit intent  

Detect when a visitor is about to leave your site and send them a persuasive message to keep them engaged.  

User data  

Use information about visitors such as their demographics and device to create highly personalized messages.  

By following these six tips, you can effectively use AI chat services to generate leads and improve your business’s bottom line.