Categories
Careers

Account / Sales Manager

Are you keen to join a fast-growing innovative company at the forefront of technology for customer service?  Are you interested in assisting businesses to transition into the online world with the provision of a new way of connecting with their customers? 

If you have a passion for technology, innovation and a new way of doing things in the business world, we would love for you to join our team.

Chat2 is an Australian owned company and is seeking Account Managers based in Queensland working from home to sell the Chat2 Concierge service with ongoing Account management. 

Chat2 helps businesses to increase sales/enquiries/conversions online 24/7 when website visitors arrive on the website ready to buy.  Our team of real people, professional engagement specialists are there 24/7 on the business website,  utilising our own innovative, unique Chat2 software to provide exceptional customer service for our clients’ online visitors.  We are answering questions, promoting the business, guiding the visitor around the website and encouraging them to buy.  Our service provides businesses with that extra competitive edge in online presence!  Our service has been a turning point for many of our clients in recovering from the Covid19 event.

This opportunity is to sell our Chat2 Concierge to businesses throughout Australia and Internationally, “work from home (WFH)”. There is an abundant territory, uncapped commission, trailing commission, product training and a great supportive team. You don’t need to be technical, but having a love and passion for technology, innovation and customer service is a must!

 It is desirable that you have sales experience; a positive go-getting attitude; a great communicator via phone, online, email and in-person; you are self-driven and results-focused, highly organised; you know how to nurture leads, you possess strong computer skills ideally with a good working knowledge of google suite and Customer Relationship Management database processes. You are required to have access to a mobile phone and computer.

The hours are flexible and depend on the applicant, though ideally, we prefer a full-time status. This is a position where you can work from a home office, with daily online contact with the team. The position attracts a salary and commission.

We invite you to apply online at http://bit.ly/chat2sales21

We look forward to receiving your application.

Categories
Presentations

Education & Training Information Session

We understand that many educational organisations are challenged by budget limitations, the loss of international students, and increased competition.

We Can Help You.

We answer enquiries, guide visitors to sources of information on your website, and obtain the contact information of prospective students for you to engage with further.

Plus all registrants receive a special bonus offer valued at $99!

Categories
Chat Settings How To

Linking Chat2 to Your Facebook Messenger

It’s so easy to integrate Facebook Messenger with Chat2, so all your chats and Facebook messages are answered on the one platform.

Follow the below steps to link Facebook Messenger with Chat2.

Categories
How To

How to set up recurring payment from credit card

Just three simple steps to set up automatic payments for recurring Chat2 invoice.
  • When your invoice arrives via email, click on the green “pay now” button.
  • Select credit card as a payment option

  • Tick the box on the next screen at the bottom to select automatic monthly payment from credit card and complete the details on the form.

Please do not hesitate to Chat2 us if you require further assistance!

Categories
Presentations Tourism

Tourism Information Session

More direct bookings.
More customer service assistance.

Karen Lloyd-Collins uses real, current data and examples from our tourism clients to show you how Chat2 can drive your online sales, and save your business precious time by managing many of your online enquiries.

Watch this 30-minute presentation and sign up for our limited time Tourism Recovery Package offer at https://chat2.com/tourism/go

Categories
Chat Blog

Media Release – Chat2 Triples Clients Assisting Tourism Businesses Bounce Back

Queensland-based technology company Chat2, is preparing for the second wave of Queensland tourism and hospitality businesses seeking their Concierge service to help with an influx of online customer enquiries and to facilitate direct website bookings, after news that the Queensland borders will open to New South Wales and Victoria on 1 December.

Chat2 has been operating for five years with clients in a range of industries worldwide. However, client numbers have nearly tripled in the last 12 months thanks in part to the support of the Queensland State Department of Development, Tourism and Innovation.

As a successful recipient of the Advance Queensland’s Ignite program, Chat2 has been able to provide their Concierge service to Queensland tourism and hospitality businesses at a significantly reduced cost for a six month trial period, with the first two months free and staged payments rising incrementally each month to $199 in month six.

Chat2 provides live chat on a business’ website with a difference. Their Concierge service is staffed by a team of real people who are customer engagement professionals that use their custom-designed software and a knowledge base to answer many of the common enquiries website visitors have and guide them to book or buy online.

Chat2 Chief Operating Officer, Karen Lloyd-Collins says that some of the key benefits tourism businesses experience include an increase in direct bookings and website traffic, as well as a decrease in the number of hours their staff spend answering questions on the phone or email.

Karen explains, “Using our custom-developed, AI-based software, our team can provide customer service online via a business’ website and Facebook Messenger, 24 hours a day, at a fraction of the cost of a business staffing it themselves.”

“One of our Queensland tourism clients who joined us in September saved nearly 90 hours, or almost 12 days, in equivalent staff labour in October alone. With our Concierge team engaging their online visitors and answering common questions, time is freed up for the business’ staff so they can focus on other important areas.”

Pinnacle Tourism Marketing who offer representative and consultative services for the tourism industry, has appreciated the initiative that has enabled some of their clients to try out the service.

Mike Webley, Business Development Executive for Pinnacle says that “Our clients have welcomed the opportunity to trial Concierge. For many tourism and hospitality operators, this type of service is new to them. To be able to see how it works and experience the benefits for their business for free and without a lock-in contract, has been of great assistance to them during these uncertain times.”

“While it is still early days for our clients, the monthly reports we have seen so far have been very encouraging and are certainly delivering the promised benefits,” Mike says.

“Implementation of Concierge takes only five days from sign up to go-live. That means we can be assisting tourism businesses dealing with their influx of enquiries by the start of December. And because we have a team of people, we can manage the peaks and troughs of demand without an operator having to worry about quickly recruiting and training staff,” explains Karen.

“We are very grateful to the Queensland Government and also Tourism and Events Queensland for their support. We are confident our service will benefit tourism operators in the region in the short and long term as international travel becomes possible once again.”

Free online information sessions for interested tourism and hospitality operators are scheduled for Thursday 3 December at 10am (AEST) or by request. See chat2.com.au/tourism

27 November 2020

Categories
Presentations

Retail & eCommerce Information Session

Cash in Online this Christmas
Increase online sales and attract more enquiries by expanding your sales funnel.

Karen Lloyd-Collins shows you how using real data & examples.

Watch this 30 minute presentation with a bonus gift valued at $199. Sign up at https://chat2.com/concierge-go

Categories
Chat Blog Industry Trends

Was This Customer Right? You Be the Judge

The (shortened) news article below has created some debate online (what?!? that never happens!) and illustrates the growing chasm between customer expectations and behaviour, and the challenges businesses are faced with trying to meet them. 


People are online researching and shopping when it is convenient for them, which is often not during what is historically considered normal business hours.

We compared an Australia Post 2020 Consumer Survey, which analysed what time over 12,000 respondents shopped online, with data from the same period from our own Australian clients.

Although Chat2 Concierge clients’ customers displayed a similar pattern to the Australia Post data, there was an even larger number of people online from 10pm to 9am.

However, both show that approximately half of total customers were shopping online between 5pm to 9am. 

 

Which makes sense doesn’t it? Most people are working (either paid or unpaid) during normal business hours. The only time they have to research and shop online is often once the rest of their household is at rest.

We all know that attracting, serving and keeping customers happy are key to the survival of any business.  But are customers placing unrealistic expectations on businesses?

Or despite these expectations are businesses seriously impacting their profitability and longevity by effectively ignoring customers outside of their business hours?

While it appears (at the time of publishing) from a poll run by the news publication, there is a fairly even split of for and against, some of the comments below from Australian business owners and managers are interesting…






 

All of these commenters accept that receiving enquiries 24/7 is a fact of doing business in 2020, but there is a disparity in whether they think it is fair, or understandable due to different timezones and working lives, and how to manage it.

Some say they expect and welcome enquiries 24/7 because they understand that their customers have lifestyles different to their own and shouldn’t be forced to shop to their hours. Through to the other end of the spectrum where they say that customers wanting service outside of 9-5 (in the business’s timezone) are ‘selfish’ and ‘entitled’.

It would be interesting to see how these commentators’ businesses fare a few years from now…

Whether you agree or disagree, this type of customer service chasm will not be going away. 

However, there is a very simple, cost-effective way of keeping both parties happy, and therefore growing the tradesperson’s business.

By having Chat2 Concierge on the tradesperson’s website our team would have received the enquiry and responded to the potential customer’s enquiry in under 20 seconds – 24 hours a day.

By:

  • acknowledging the customer’s enquiry
  • engaging them to obtain as many details as possible
  • setting an expectation of when the business would be able to respond to them with a quote
  • then securing and passing on the qualified lead’s details

The tradesman would have slept through the night, rest-assured knowing that the business was still engaging potential customers and preventing them from bouncing to a competitor.

Instead, he responded angrily in the heat of the moment, causing the matter to be publicised on social media (200,000 engagements and counting) and leaving both parties dissatisfied.

We can guarantee that this businessperson certainly did lose that customer and who knows how many else?

Start your Chat2 Concierge trial now.

Categories
Chat Blog Industry Trends

Tips for Maximising Online Revenue and Engagement at Christmas

Technology changes and the COVID pandemic have driven dramatic increases in online traffic.

Even if you don’t sell products or services online, we know that your customers will certainly be researching you online – and your competitors.

In June 2020 Deloitte surveyed US online adults and found:

In Australia, according to the NAB Online Retail Sales Index, online retail sales as at June 2020 accounted for 10.7% of total retail, up from 9% at the same time last year. This is reflected in the 53% average increase in Australia Post domestic parcel quantities for the months April to August 2020.

There has also been a 233% increase in Live Chats in the Consumer Products & Services industry compared to pre-COVID.

via GIPHY

While this may seem like a very welcome silver-lining to the COVID pandemic this sudden surge in online activity can actually be detrimental to your business if you aren’t prepared – particularly in the area of customer service.

In a survey of 10,000 consumers who had a bad customer service experience with a retailer…

But if you get customer service right the Harvard Business Review found that customers who had the best past experiences spend 140% more compared to those who had the poorest past experience.

So in summary…

We know that Live Chat is the preferred method of communication for Millennials and has the highest satisfaction rate of all communication channels.

But that 53% of customers are likely to abandon their online purchase if they can’t find a quick answer to their question.

Therefore it is critical that you prepare now and prepare well for the flood of online traffic that comes with the Christmas period.

Here are some tips that we provide to our Chat2 clients to drive better customer engagement and increased sales – 365 days of the year:

  • Update your Knowledge Base with common questions about special hours or closures, shipping timeframes, and returns – use this to update your website FAQs for SEO benefits.
  • Make sure your returns and shipping policies are clear and not too onerous.
  • Use an auto-responder to re-direct people who communicate with you by email and phone to Chat2 us on your website or Facebook Messenger (we do both!) for instantaneous service. Make sure the contact page of your website also invites visitors to chat.
  • Consider creating promotions, then tell us so we can share them with your online visitors and convert their visit into a sale.

Shopify asked over 50 online businesses to rank the effectiveness of 15 different holiday offers, deals, and discounts. The results were pretty clear cut as shown below.

To learn more about Maximising Online Revenue this Christmas, join Karen Lloyd-Collins, Chat2 COO, for a special 30-minute information session.

We use real, current data and examples from a range of industries to show you how Chat2 can drive your online sales and expand your sales funnel by generating more enquiries. Register here.

Or get started now with our amazing trial offer of 700 hours for just $30!

Categories
Chat Blog How Fast is Fast Enough? Industry Trends

Customers Want Your Business Now!

How people engage online has dramatically changed due to technology, and further magnified by the events of 2020.

Do you remember Veruca Salt from Willy Wonka & the Chocolate Factory?

via GIPHY

One of the most dramatic shifts has been the immediacy of service demanded by customers.

According to a report by Hubspot 90% of customers rate an immediate response as important or very important when they have a customer service question. 60% of customers define immediate as 10 minutes or less!

With Chat2 Concierge you have the benefit of our service specialists assisting your online customers 24/7.

In fact our average response time is 15 seconds or less! 

Our clients are now redirecting traffic from their other channels such as email, telephone and contact forms back to their website to be assisted by our team.

Not only will your customers be happier and more loyal, but the amount of enquiries you and your staff have to respond to is also significantly reduced.

Chat2 Us now about we can maximise your online revenue and engagement.

Categories
Chat Settings How To How To

Google Analytics Integration

Collect valuable data about your website visitors’ browsing behaviour with our Google Analytics (GA) integration based on GA Events.

When a visitor engages with Chat2 that interaction is pushed to your GA account as an Event and can be viewed under the Behaviour tab along with a Category, Action and Label attribute – each corresponding to different information including:

  • Chat start and whether the customer initiated the chat or Chat2 did.
  • Chat end and whether the customer ended the chat.

Your Chat Events can then be incorporated as part of a Conversion Goal for your business in GA meaning you can more closely track the effect that Chat2 is having on your business’s KPI’s, whether it be online sales or generating leads.  Learn more about GA Goals here.

Chat2 integration for Google Analytics is available by request for a monthly fee.


 

Once your integration is activated all that is required are a few simple steps as outlined below.

Chat2 Dashboard

  • You can change the name of the Event Category, Action, and Label for various interactions under the Installation tab in your Chat2 dashboard.

Google Analytics Dashboard

  • Ensure you have Google Analytics tracking installed on your website.
  • Login to your GA account.
  • In Behaviour select Events.  Here you will see your Chat Events.

You can learn more about Google Events here.

Troubleshooting tip: Ensure there is only one Google Analytics account associated with your website as the chat events will only show on one account.

Your Chat2 Dashboard also contains similar data as well as:

  • Visitors contact details if available
  • What digital source they came from
  • What web page they engaged in a chat from
  • Location, date, and time of chat
  • Chat content

You can learn more about Chat2 Concierge reports here.