{"id":12537,"date":"2021-08-05T09:31:08","date_gmt":"2021-08-05T02:31:08","guid":{"rendered":"https:\/\/www.cipher.co.th\/blogs\/form-vs-chat-sales-conversion\/"},"modified":"2025-05-30T23:48:09","modified_gmt":"2025-05-30T16:48:09","slug":"form-vs-chat-sales-conversion","status":"publish","type":"post","link":"https:\/\/www.cipher.co.th\/en\/blogs\/form-vs-chat-sales-conversion\/","title":{"rendered":"Form VS Chat on Website Which Strategy Generates More Sales Opportunities?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"12537\" class=\"elementor elementor-12537 elementor-2383\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4f80496a e-flex e-con-boxed e-con e-parent\" data-id=\"4f80496a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-952e9e8 elementor-toc--minimized-on-tablet elementor-widget elementor-widget-table-of-contents\" data-id=\"952e9e8\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;exclude_headings_by_selector&quot;:[],&quot;marker_view&quot;:&quot;bullets&quot;,&quot;headings_by_tags&quot;:[&quot;h2&quot;,&quot;h3&quot;,&quot;h4&quot;,&quot;h5&quot;,&quot;h6&quot;],&quot;icon&quot;:{&quot;value&quot;:&quot;fas fa-circle&quot;,&quot;library&quot;:&quot;fa-solid&quot;,&quot;rendered_tag&quot;:&quot;&lt;svg class=\\&quot;e-font-icon-svg e-fas-circle\\&quot; viewBox=\\&quot;0 0 512 512\\&quot; xmlns=\\&quot;http:\\\/\\\/www.w3.org\\\/2000\\\/svg\\&quot;&gt;&lt;path d=\\&quot;M256 8C119 8 8 119 8 256s111 248 248 248 248-111 248-248S393 8 256 8z\\&quot;&gt;&lt;\\\/path&gt;&lt;\\\/svg&gt;&quot;},&quot;no_headings_message&quot;:&quot;No headings were found on this page.&quot;,&quot;minimize_box&quot;:&quot;yes&quot;,&quot;minimized_on&quot;:&quot;tablet&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t\t\t\t<h4 class=\"elementor-toc__header-title\">\n\t\t\t\tTable of Contents\t\t\t<\/h4>\n\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--expand\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__952e9e8\" aria-expanded=\"true\" aria-label=\"Open table of contents\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/div>\n\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--collapse\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__952e9e8\" aria-expanded=\"true\" aria-label=\"Close table of contents\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<div id=\"elementor-toc__952e9e8\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<svg class=\"elementor-toc__spinner eicon-animation-spin e-font-icon-svg e-eicon-loading\" aria-hidden=\"true\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M500 975V858C696 858 858 696 858 500S696 142 500 142 142 304 142 500H25C25 237 238 25 500 25S975 237 975 500 763 975 500 975Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1a55816b elementor-widget elementor-widget-text-editor\" data-id=\"1a55816b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\n<p>\u201cNo leads, no sales.\u201d<\/p>\n\n<p>If you are a marketer or have to deal with trading, you probably know or have heard this phrase: \u201cNo leads, no sales.\u201d That means if there are no people interested in your product, then there is no chance of selling. The important thing is to start by changing the general public to become people interested in your product first. This will help increase the chance of closing the sale.<\/p>\n\n<p>This is why it&#8217;s important to make an effort to drive more visitors to your website. This process involves weeding out the visitors who are most likely to be interested in your specific products or services, tools or expertise through your website. Then, if the opportunity arises, you can turn those visitors into leads in one of two ways.<\/p>\n\n<ol class=\"wp-block-list\">\n<li><strong>The \u201cold\u201d way<\/strong> \u2013 using a lead form<\/li>\n\n<li><strong>The \u201cnew\u201d way<\/strong> \u2013 by chatting with visitors on the website chat page<\/li>\n<\/ol>\n\n<h2 class=\"wp-block-heading\"><strong>Form VS Chat: Which strategy creates more sales opportunities?<\/strong><\/h2>\n\n<p>In any case, your strategy can affect your conversion rate, the number of people interested in your product, and the chances of making a sale. But do you know which of the above strategies gives the best results? You may not be able to give a clear answer, so to get a clearer picture, the Databox website conducted a survey to find information that is easier to understand by asking a group of entrepreneurs the following 2 questions: <\/p>\n\n<p><strong>Question 1: Which strategy will help you generate the best sales opportunities?<\/strong><\/p>\n\n<p class=\"wp-block-heading\"><img fetchpriority=\"high\" decoding=\"async\" class=\"size-full wp-image-2405 aligncenter\" src=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2021\/08\/image-22.png\" alt=\"\" width=\"737\" height=\"337\" srcset=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2021\/08\/image-22.png 737w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2021\/08\/image-22-500x229.png 500w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2021\/08\/image-22-700x320.png 700w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2021\/08\/image-22-300x137.png 300w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2021\/08\/image-22-200x91.png 200w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2021\/08\/image-22-400x183.png 400w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2021\/08\/image-22-600x274.png 600w\" sizes=\"(max-width: 737px) 100vw, 737px\" \/><\/p>\n\n<p>From the above illustration, we can see that the majority of entrepreneurs (around 50%) say that chatting directly with customers on their website increases their conversion rates the most.<\/p>\n\n<p><strong>Question 2: Where do you see the biggest increase in conversion rate, forms or chat responses?<\/strong><\/p>\n\n<p class=\"wp-block-heading\"><img decoding=\"async\" class=\"size-full wp-image-2406 aligncenter\" src=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2021\/08\/image-23.png\" alt=\"\" width=\"727\" height=\"400\" srcset=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2021\/08\/image-23.png 727w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2021\/08\/image-23-500x275.png 500w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2021\/08\/image-23-700x385.png 700w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2021\/08\/image-23-300x165.png 300w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2021\/08\/image-23-200x110.png 200w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2021\/08\/image-23-400x220.png 400w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2021\/08\/image-23-600x330.png 600w\" sizes=\"(max-width: 727px) 100vw, 727px\" \/><\/p>\n\n<p>One in three respondents (33%) still use form fill-in forms to convert viewers into leads, even though the increase in conversion rates is more noticeable from chat.<\/p>\n\n<h2 class=\"wp-block-heading\"><strong>Why don&#8217;t you give up on the old ways?<\/strong><\/h2>\n\n<p>Since converting visitors into leads, the survey concluded that chatting is the most likely way to close a sale, but form completion can also help generate leads.<\/p>\n\n<p>Therefore, abandoning any one strategy may result in a loss of sales opportunities and a loss of customer base. To answer the question of why not just choose one thing, here is a summary of the information gathered from some entrepreneurs to help us see a wider perspective of knowledge.<\/p>\n\n<p><strong>What we will learn from the 3 strategy examples are:<\/strong><\/p>\n\n<ol class=\"wp-block-list\">\n<li>A group of entrepreneurs who use the \u201cchat\u201d method to talk directly with customers<\/li>\n\n<li>Group of entrepreneurs who use the \u201cform filling\u201d method<\/li>\n\n<li>A group of entrepreneurs who use both methods together<\/li>\n<\/ol>\n\n<p><strong>Chat: Interact face-to-face with real people in real time.<\/strong><\/p>\n\n<p>The pop-up message box at the bottom right corner is an attractive and curious sight. While you are thinking about something in your head, you hover your mouse over and click on the pop-up message box, which appears as a chat box.<\/p>\n\n<p>&#8220;hello&#8221;<\/p>\n\n<p>\u201cI\u2019m Mary. Is there anything I can help you with?\u201d<\/p>\n\n<p>The first thing you read after the message box is triggered is the greeting and question. You feel like you&#8217;re talking to a real person because of the blinking dots at the bottom as her message appears.<\/p>\n\n<p>You put your hands on the keyboard, ready to accept the invitation.<\/p>\n\n<p>&#8220;hello&#8221;<\/p>\n\n<p>\u201cThank you very much. I just have a few questions that I would like to ask you.\u201d<\/p>\n\n<p>Web chat, whether it&#8217;s a real person responding or a virtual robot that makes you feel satisfied, is appealing. The advantage is the speed, which caters to people who are impatient and want to get answers as soon as they want. Of course, no one wants to wait for an answer for a long time, even over a day.<\/p>\n\n<p>\u201cThere are psychological benefits to having direct chats with customers on your website. When people have questions, they can reach out to them as soon as they have them,\u201d explains Antonella Pisana from EyeFul Media. \u201cThis strategy is very accessible to people, and chat communication can provide exactly what they expect.\u201d<\/p>\n\n<p>Here\u2019s what other Databox respondents had to say about why they want to generate sales opportunities via chat.<\/p>\n\n<p>\u201cWhen possible, we prefer our customers to communicate with us via chat,\u201d explains Ken Franzen of Neon Goldfish. \u201cIn the process of interacting with customers via chat, they see higher conversions. Real-time chat tools are often used in conjunction with form completion, rather than interchangeably.\u201d<\/p>\n\n<p>Ken Franzen\u2019s group recently implemented a chat marketing strategy with a nursing school and saw a 110% increase in sales. The school plans to build a chatbot to answer common questions received via live chat.<\/p>\n\n<p>The reason for using chat as a tool to communicate with website visitors is to provide instant gratification. These people often do not want to pick up the phone or call anyone at that time. It also helps to prevent the salesperson from suddenly attacking you. By using a chat tool to interact with your visitors, you can get answers immediately without feeling threatened by the salesperson. It feels like you are in control of the conversation.<\/p>\n\n<p>Unlike talking on the phone, where it can be frustrating for customers to hang up right away, with chat, when they don&#8217;t want to continue the conversation, stepping away from the screen doesn&#8217;t feel awkward or inconvenient. Website visitors understand this, and chat provides a sense of ease in which they can decide to either continue the conversation or end it.<\/p>\n\n<p>Remington Begg of Impulse Creative says the magic happened after he started using chat marketing on a platform called Drift, which resulted in 1.5x more sales opportunities than form fills alone. But he didn&#8217;t abandon the old-school approach, which still does what it&#8217;s supposed to do. Using the two strategies together has seen a 2.5x increase in conversions.<\/p>\n\n<p>\u201cChatbots work better than filling out forms because our business model is to inspect the damage to the home,\u201d says Vince Lefton of Bulldog Adjusters. \u201cWith chat, homeowners can ask questions in the moment and get them answered as quickly as they would on the phone. The form part is still nice, but chatbots have many advantages over traditional methods.\u201d<\/p>\n\n<p>David Olson of HelpOnClick agrees, saying, \u201cLive chat allows for more sales opportunities than traditional forms on your website. Visitors who visit are more likely to convert to customers because they get real-time answers to their questions. In fact, more than 90% of inquiries come from chat, while the remaining 10% come from forms.\u201d<\/p>\n\n<p><strong>Form Filling: Plain Old Marketing<\/strong><\/p>\n\n<p>Filling out a standard form where you fill in your first and last name, email, the company you work for and a subject line, which takes about 8 minutes to fill out and put in a document explaining why you want to contact us.<\/p>\n\n<p>\u201cI want a sample.\u201d This is the topic you want. Then press the \u201cSubmit\u201d button and you\u2019re done.<\/p>\n\n<p>Therefore, the form format is something that everyone knows and understands. General forms have the same standards for contact. Sometimes people choose to fill out forms instead of interacting via chatboxes.<\/p>\n\n<p>\u201cFilling in forms helps generate more sales opportunities on my website,\u201d explains Maristellas Colombo of eBooks4Fashion. \u201cCustomers love free downloads, such as PDFs, videos, or samples.\u201d<\/p>\n\n<p>Here are some of the entrepreneurs explaining why they still use forms for marketing and prefer them.<\/p>\n\n<p>\u201c <strong>After <\/strong>someone uses a form and it gets submitted, it\u2019s a huge engagement,\u201d explains Chili Piper\u2019s Gaines Murfee. \u201cWhile chat can work well, I find that the chat is just a question or two away.<\/p>\n\n<p>Sometimes you don\u2019t get the information from the customer, and it\u2019s not a good idea to show it while you\u2019re answering a question. Also, if you\u2019re not paying attention to the customer, interrupting them can be distracting.\u201d<\/p>\n\n<p>\u201cAt Codal, we generate more qualified leads through our own website forms than through our chatbot,\u201d says Ryan Bloms of Codal. \u201cWe\u2019ve seen an increase in messages after using Drift\u2019s chat platform, where people are often pitching us their ideas instead of asking questions about our services. When people spend time filling out website forms, they\u2019re more likely to want to help us.\u201d<\/p>\n\n<p>\u201cI spend a lot of time each day answering forms that fit my workflow. For example, sometimes people who message me through chatbots just say \u2018hi.\u2019 These people aren\u2019t interested in the product, they\u2019re just people who have passed by and gone. I want to spend more time searching for interesting information than just the data on the forms.\u201d<\/p>\n\n<p><strong>Two strategies together, why can&#8217;t it be impossible?<\/strong><\/p>\n\n<p>If instant Q&amp;A chat and the familiar form filling are both equally convenient, then why not use them together?<\/p>\n\n<p>Why not let website visitors choose for themselves what they are more familiar with, letting them choose what they are most comfortable communicating with us entrepreneurs?<\/p>\n\n<p>Jonathan Aufray of Growth Hackers explains that it&#8217;s a tough question to answer as to which strategy is better, or which one you should use, because the right answer really depends on your industry, your marketing, and your target audience. In some cases, we find that using a form field is better than a chat box, but other times, a chat box just works. There&#8217;s no set rule.<\/p>\n\n<p>As Ally Compeau of Woof Signs tells us, you may be attracting different potential buyers. If you look closely, you&#8217;ll notice that the chat function on your website works wonders. If a customer wants a quick answer, which often involves pitching us your product, once they&#8217;ve got what they need, they&#8217;ll take advantage of filling out a form to get a quote. This is an audience with purchasing power and is ready to pay.<\/p>\n\n<h2 class=\"wp-block-heading\"><strong>Our advice<\/strong><\/h2>\n\n<p>While we are often led to believe that form-based marketing is dead and chat-based marketing is taking over, we know that every industry has different rules and no two audiences will necessarily have the same needs. So try to track the metrics in your system, and choose a system you trust based on what you see in your tracking process.<\/p>\n\n<p>This mindset can help your business succeed and convert visitors into customers without having to conclude that it has to be a form-based platform or a website chat. It all depends on many variables that you as an entrepreneur will need to understand and find the right marketing for your business.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Table of Contents \u201cNo leads, no sales.\u201d If you are a marketer or have to deal with trading, you probably [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":5356,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_angie_page":false,"content-type":"","site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"page_builder":"","footnotes":""},"categories":[156],"tags":[],"class_list":["post-12537","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-chat-bot-en"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/posts\/12537","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/comments?post=12537"}],"version-history":[{"count":0,"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/posts\/12537\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/media\/5356"}],"wp:attachment":[{"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/media?parent=12537"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/categories?post=12537"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/tags?post=12537"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}