WebsiteAlive™ Live Web Interaction
Reach Out to Your Online Fan Base with Live Chat
The world is changing due to the Internet, social media and the ability to almost instantly get information, whether it is news of the day, the best deals or an answer to your question. Businesses and people are continually staying connected with their customers, family and friends — virtually everyone. And, sports teams are no different. They're always trying to keep in touch with their customers and fans.
Sports teams across all leagues, both professional and minor, as well as the NCAA and arena venues are using Live Chat to increase customer service, sales, fan experience and overall communication. Teams are using Live Chat to help bridge the gap between social media and their website, while adding the personal touch of a team employee. For example, the Settle Sounders FC have been using Live Chat since 2009 and have been very pleased with the results. It's allowed them to sell seats, up-sell buyers and educate their fans/buyers on Qwest Field. Live Chat allows ticket reps. to multi-task by answering multiple chats, or chats and phone calls at the same time and allows them to build a relationship with the fan/buyer that may not have been able to be achieved otherwise.
Since implementing Live Chat to their sports and entertainment programs, Philips Arena and the Atlanta Hawks, have seen great improvements in their online communications. They know adding Live Chat to their websites will improve leads, increase ticket sales and, most importantly, provide real time service for their season ticket holders.
Live Chat enables teams to quickly provide instant answers to their customers' ticket inquiries. Real-time live chat reduces phone calls and emails, improves customer satisfaction, builds customer trust and increases brand loyalty. Live Chat has been extremely effective in helping the Dallas Mavericks sell season tickets, groups, suites and individual game tickets. Over a five month period this past year, they brought in over $80,000 in revenue through the chat tool alone on their website.
Live Chat is helping teams convert more browsing prospects into leads and sales. Also by using their Facebook fan page, Twitter and email blasts, teams are able to reach fans via Live Chat through social media marketing efforts. Teams are spending time and money to get fans to "like" their fan page or follow them on Twitter, but what is the point of having all these followers and fans if you cannot connect with them to generate revenue. Live Chat allows teams to do that by implementing Live Chat Facebook and Twitter specific promotions. Live Chat also allows an account executive to grab that fan and close the sale immediately over the Internet.
Increasing revenue through new sales is an easy way to see the benefits of Live Chat. However, many teams also are using Live Chat to communicate with current season ticket holders. It can always be challenging to get in contact with season ticket holders. Teams are seeing great success by giving their season ticket holders the option to chat with their account executive to get those extra tickets they need for tonight's game or to renew for next season before the playoffs start. The Cleveland Browns originally launched Live Chat through their email season ticket renewal campaign by adding a link in the email stating "Chat Live with Your Rep to Lock Your Seats in for Next Year." In similar fashion, the New Jersey Nets have a specific page set up in their VIP season ticket holder section to directly connect those fans to their account rep. via Live Chat.
Teams have spent significant time and money to create the ultimate fan experience in the arena. That is now carrying over to their websites and social media efforts. Teams are realizing that the same way they have ticket reps. working games and interacting with fans in the arena, they need the same effort when fans come to the website or visit their Facebook fan page. Live Chat provides that in real-time.
Teams are seeing an increase in ticket sales, revenue, customer service and overall fan experience through their websites and social media efforts. Live Chat is an outstanding all around communications tool and there is no doubt that it is a must-have website add-on.
Bryan Apgar
Director of Sales and Chat Innovation, WebsiteAlive
1.888.696.4513 EXT-13
bryan@websitealive.com
About WebsiteAlive — www.websitealive.com
Since 2004 Alive Chat software from WebsiteAlive® has been the leader in cross-platform/cross-browser live chat support. Alive Chat software provides instant, real time chat between company support representatives and their customers. Cost effective for every market segment, Alive Chat software works on any computer with a standard web browser and Internet connection as well as Internet-based mobile phones, to reduce shopping cart abandonment, support costs and phone calls as well as increase customer satisfaction and loyalty. Used and trusted by more than 10,000 businesses and companies, including the Cleveland Cavaliers, Chicago Blackhawks, Ultimate Fitness Gear, Keller Williams Realty and Seattle Coffee Gear to name a few, WebsiteAlive's industry-leading Alive Chat technology platform provides one of the best online chat solutions available today.
To add WebsiteAlive's Live Chat capability to your website, or for more information, contact WebsiteAlive at 888-696-4513, email them at sales@websitealive.com, chat with them here or visit them on the web at www.websitealive.com.
