Chat2 Concierge is a professional team of real chat operators who extend a warm, friendly greeting to your online visitors at the time they visit your website at any hour of the day. The team are fully trained in aspects of sales, conflict resolution, sympathy, customer mood enhancement, loyalty building and brand values. You can rely on the team to answer chats outside of business hours, when you are unavailable or as a back-up service if you are unable to answer chats within 90 seconds. We are a team of professional real people who care about your business delivering “on brand” messages consistently and seek to deliver world class customer service exceeding your customer and your own expectations.
To engage our service its very simple – go to chat2.com/concierge-agents and scroll down and click GET STARTED. This will notify us to contact you and learn what you would like to achieve with Chat2 Concierge.
Firstly, you will need a live chat software installed on your website, it can be Chat2 software or another software. If you only have a Facebook page, we can link Chat2 software to Facebook, so you will receive more chats as well as accessing the ai features for Facebook. This means we can quickly and easily access the knowledge base created for your business to respond fast and effectively to your online customers.
To install Chat2 software, this is as simple as going to www.chat2.com and entering your website address for a 30 day free trial. After completing a simple form to obtain your contact details, you will be presented with a 3 options to install, either “Do It Yourself” where the code will be presented on screen with instructions to install, or get your website manager to copy and paste code or the Chat2 team can do it for you. A short video on how to install is found at chat2.com/learn/easy-site-setup/. If you have a wordpress website a plugin for Chat2 is available at wordpress.org/plugins/chat2/.
To start the Chat2 Concierge service, we need to become familiar with your business. We achieve this in several ways:
1. A simple online Concierge form is completed by your business providing some of the key details about your business including what you hope to achieve by using the Chat2 Concierge service. This information introduces us to your business and is quick and easy to complete online.
2. Frequently Asked Questions (FAQ’s) are created with responses– you are welcome to create FAQ’s or the Chat2 team are highly experienced in reviewing websites and creating the FAQ’s for you, as they know the questions that are likely to be asked.
3. The FAQ’s are approved by your business and they are uploaded into the live chat software. This is the knowledge base that is created for your business that all chat operators will draw upon to answer chats. With Chat2 software, the team only have to type a few letters of a possible topic and several responses are suggested to them from the knowledge base. This feature allows the Chat2 team to be fast, knowledgeable and effective in their replies to online customers.
4. Live Chat software is set up with automatic prompts to chats, auto responses and operator profiles. Timings of when a visitor is prompted to chat are entered specific for the industry. If the business is also using their own team, we ensure all operators have an image and the user profile is set up effectively.
5. Ready, Set Go – the Chat2 Concierge team will open the virtual door to your website and encourage online visitors to engage in chat.
Chats are audited for efficiency, effectiveness and quality. During the initial weeks of the service, the knowledge base is refined and polished. If there are questions that the team have not been able to answer, the contact details are obtained for the business to contact or the chat can be transferred to the business. For basic or constant questions that are asked and the answer is not available, the Chat2 team will follow these up with the business confirming appropriate replies and these are added to the knowledge base.
For efficiency and effectiveness, we encourage businesses to integrate their Facebook page with Chat2 software. So all online messages received by the business are answered on the one platform and answered efficiently and effectively with a consistent approach, style and message.
A login to the chat software is available for the business to have access to all chat content and reports. Data is provided in table and graphical formats displaying quantity of chats, peak chat times, visitor or invitation initiated chats, country of chat, response times, quantity of messages by department or operator, chat ratings and much more.
Chats can be exported into a working business file for interpretation and analysis including .csv or excel files. Customised monthly reports are available for your business analysing the data for you.
If you are seeking a stronger online professional presence that keeps your business ahead in the noisy online space, then Chat2 Concierge is the solution for you.
Speaking with one of our clients in the printing industry just before Christmas and his comments on the Chat2 Concierge service were:
“Work is still coming in for our business during the quiet time of the year. Many of our competitors are struggling to get work at the moment. By being online consistently, the Chat2 Concierge team has given us a competitive edge. Our clients love receiving immediate responses to their questions, even if the question is not completely answered. They appreciate just having someone who is there and who can respond to them with immediacy, sometimes it can be as simple as taking a message. Chat2 concierge saves my team so much time, as Chat2 easily answer the constant barrage of the same questions we receive over and over again online. When a job is sent through we already know what the client wants, what date they need it by – it’s a strong qualified genuine lead for us. Having the Chat2 Concierge team online to answer these questions gives us peace of mind and allows us to excel in our industry.” Matthew – Printing and Signage
Can you recall the last time you had a new person start in your workplace? Was it something you were dreading? Were you thinking,
“Oh my, I have a new person starting… My whole week is going to be taken up with training.”
I know. I’ve been there many times in the past. Well I want to show you a system where, not only will your staff be delivering world class online service, it’s a system that will train any new staff quickly and efficiently… as well as removing the dread you may feel when a new person starts.
The system I am referring to is an onboarding process we implement at Chat2 when a new client chooses our Concierge Service. What we do is create a knowledge base around their business so we can answer the most Frequently Asked Questions (FAQs) from their customers.
So why is a knowledge base important?
Firstly, and as mentioned above, a well-constructed, well-researched knowledge base saves you time during the training process.
Secondly. A quality knowledge base shows consistency of message and brand. It’s important to ensure that everyone who represents your business is saying the same thing to each and every customer each and every time.
Thirdly. An up-to-date collection of pertinent FAQs ensures your staff are delivering faster, and more efficient, service. They know the answers to the questions and are drivers of world class customer service.
Finally, having an ‘en pointe’ knowledge base will identify information gaps that your customers may experience on your website. If customers are asking questions and there is no answer readily available it needs to be added to the knowledge base. These gaps in knowledge may even identify opportunities for new products and services, or alert your business to provide and promote information more effectively online.
Now most businesses have FAQs already set up on their website… But let’s be honest. Who actually clicks the FAQs and, really, who reviews them one by one looking for answers? Not many people is my guess. My experience with live chat has shown me that people want answers fast. They don’t have time to read pages and pages online, hoping to find the answer they’re looking for. By setting up a solid knowledge base for your business you’ll be able to help them find quick answers to their questions.
So where do you start?
Get your staff together for a 20 – 30 minutes brainstorming session. Ask them to come prepared with 3 – 5 questions that they’re asked all the time on the phone or by email from your customers. Even if you already have FAQs somewhere in your business or on your website still do this exercise and start fresh. Write these up on a whiteboard so everyone can see them. You’ll start to see common threads and themes emerging.
Now colour code or group them in some way so as to create a common theme. Let’s use the hotel/resort industry as an example as it’s very topical right now. Hotels and resorts are trying to encourage more direct bookings through their websites rather than through the Online Travel Agencies (OTAs) who charge exorbitant fees. Working with us is providing a great opportunity to attract more direct bookings…. But I’ll talk about that later…
So for the hotel industry, the evolving themes could look something like:
On a personal level, when I’m travelling with my family and researching hotels, I’ll be asking questions about adjoining rooms, good wifi, restaurants close by, views from the room… to name a few, and as you can see these specific questions are easily grouped under the above topics.
If you already have a list of FAQs, now’s the time to review them with your team and add any FAQs you may have missed into the burgeoning topics list. Doing this as a team will initiate even more FAQs as new topics are raised and discussed.
Now’s the time to open your website and discuss each of the menu headings with your team and try to view your website fresh eyes. You’re likely to identify more FAQs. Don’t forget to add questions like “What is your phone number?” and “Where are you located?”. I know they’re in front of the customer on the website, but you’ll be amazed by how many times we‘re asked those questions!
You’ve now created the knowledge base for your business. It’s time to put it to work!
There are four main channels customers use to connect with you. Phone, email, social media and live chat. Your new FAQs will be a resource document for your staff to search and answer questions for the first two channels. It should be available electronically as the Go-To resource…Now you may be thinking,
“But my website already provides all this information.”
Well mostly, but some information may be quite hidden, requiring your visitors to click through several menu items to obtain this information. Can I just say that today’s online customer is much less likely to do this. We’re all now so time poor and, like you, your customers want a quick response to a question as I’ve outlined in my article “How Fast is Fast Enough”.
Keep in mind that your website only provides some of this information as there are some answers that are just not relevant to place on your website. So going back to our hotel example, questions like,
“How do I get a receipt after my stay?”
“I left my phone charger in the room, can I get that sent to me?”
“I have a 4WD is there any secure undercover parking for a large vehicle?”
So more specific questions for more specific instances where your staff still need to know how to answer. These all form a part of your knowledge base as well.
How does the knowledge base work for the live chat and social media channels?
With Chat2 software, the knowledge base is uploaded into the chat software and because Chat2 integrates with social media, you can answer questions from customers on your website and on your Facebook page from the chat dashboard.
So with hotels, one of the most frequent questions we get is,
“How do I get to the hotel from the airport?”
It’s as simple as typing the first few letters of the main subject like “airport” or “transport” or “transfer” and the artificial intelligence built into the chat software will suggest the appropriate response direct from your knowledge base. That’s how easy it is! There is no searching as the chat software does that for you and provides a list of responses that may be suitable. Your staff choose a response that can be edited prior to being sent in real time to the customer.
Your staff have just excelled in providing a quick, knowledgeable, relevant answer to the customer waiting in real time. There has been no need to seek out the answer from an alternative resource, they haven’t had to ask a colleague or better yet, haven’t had to come and ask you. It’s a win/win all round! Your customer has received their instant answer; your staff have found the answer to provide easily and simply; and no one has taken up your time in teaching where, how and what is the answer to this question!
If your new employee can initially spend time on live chat to answer customer questions directly, and online with the artificial intelligence within the Chat2 software, it’s a quick way for them to learn the business as all the answers are presented for them. They will be able to review the history of chats to learn from what customers have asked previously and how they have been answered. Chat2 software is an incredible training tool for all new starters to your business.
Now as to why our hotel clients believe Chat2 gives them the advantage over those monstrous OTAs who charge horrendous fees and take a large portion of their revenue? It’s simple really… when a customer checks out the hotel website from the OTA, they are greeted by a warm, friendly helpful service through live chat. This is a service they don’t receive from an OTA, so the hotel can get the upper hand by extending this professional, warm online customer service and provide the instant answers being sought by their customers. The hotel has the opportunity to promote the hotel through this engagement and, more often than not, obtain the direct booking.
At Chat2, we help businesses stand out in the noisy online space so they can compete against their giant competitors.
We provide a point of difference. Particularly for our hotel clients, the Chat2 Concierge Team melds into an extension of the frontline reservations team.
With our Concierge service we create and set up the knowledge base for you. We do this initially through an online form and the Chat2 team then intensely review the business website creating the FAQs. We also have the knowledge and experience of knowing what online customers ask for your industry, and ensure all questions are covered. We generally start with 60 – 70 FAQs for a new client and as we progress and answer chats, we discover new FAQs so consistently update the knowledge base for the business. We ensure that your online customers only receive the latest and most relevant information from your business. We highly value the brand and message of our clients and ensure it is promoted and consistently maintained online. If you would like a knowledge base created for you please come and chat with the team at www.chat2.com.
Or we can assist to get you started. In our shop we offer templates of FAQ’s for several industries, so just go to www.chat2.com/shop and scroll down to the FAQ’s. If your industry is not there, we can customise a template for you or specifically generate a knowledge base for your business.
A strong, solid knowledge base used in conjunction with live chat can put your business ahead of the noisy online crowd in your industry. Your staff will have instant access to answers asked in real time by your customers online. Your new staff are easily trained. Your business is delivering a consistent message on brand over and over again no matter who they speak with… and you can spend less time on training directly and more time on the pertinent issues for the business.
Written By: Karen Lloyd-Collins CEO Chat2
One of the most typical questions we are asked at Chat2 is:
“Does Live Chat Really Work?”
We speak with many companies every day who are hesitant to try chat software and tell us:
“My customers are happy to contact me by phone, contact form or email”; or
“I am too busy at the moment to implement live chat”; or
“My website provides enough information to customers; or
“The questions people ask on live chat is on my website – so they just need to read!”; or
“Oh – my website needs to be updated so live chat wouldn’t work for us”.
Can you relate to any of these? If you do – you are certainly not alone, as it is what we hear everyday. So let’s look at why live chat is currently a channel that needs to be evaluated for any business.
Technology is giving the power of information to your customer, so if they are not getting what they want from your website they will just go elsewhere. Customer behaviour online is changing rapidly, so let me share with you what is happening.
What do Customers think of Chat?
Did you know that live chat is now becoming the preferred contact channel of choice by clients? I am not just saying that as an industry specialist, as according to Forbes, 92% of customers now prefer to use live chat to communicate with businesses (Forbes 2017), compared to other channels.
Since 2015, I have noticed a dramatic change in responses from prospects when asked:
“Would you be interested in trying Chat2 – its a live chat channel where you can connect with customers straight away at the same time they are on your website?”
I would commonly hear answers like:
“Oh, you mean – that annoying little pop up window – I close it straight away!”
Now 3 years later – I hear:
“I seek out websites now with a live chat option”; or
“I love live chat – I get all the answers I want straight away without having to search the website.”
This change in attitude is what is being reflected in industry research.
The main reason for the growing popularity of the chat channel is in regards to time. Customer behaviour online is evolving. Customers are now demanding faster, more instant responses from businesses (Check out our blog on How Fast is Fast Enough?). There is a huge chasm between the response times provided by businesses compared to customer expectations. Live chat software is providing the tool to businesses to meet this challenge. According to research by (Econsultancy.com) 79% said they got their questions answered quickly with live chat and 46% agreed live chat was the most efficient communication method (Econsultancy.com). Other reasons as to why chat is becoming a preferred communication channel with online visitors are listed below.
So if a customer is feeling more satisfied with the method they are using to communicate with a business, it makes sense that they are more likely to connect regularly, establishing a relationship, increasing engagement, building trust and eventually buying. Chat software, used well, converts browsers to buyers!
“Chat Converts Browsers to Buyers”
This has been our experience at Chat2.
Sunlover Reef Cruises, a client since 2016, use our Chat2 Concierge Service. The number of chats they now receive each month has more than doubled compared to the previous year. So we have seen first hand how successful the Chat2 channel is with this incredible growth.
Other clients like The Energy Hub Australia have commented:
“Our sales have increased by 50% since the implementation of Chat2”.
Salary Packaging Australia advised that:
“50% of the enquiries we receive from Chat2 are genuine sales and leads enquiries, this is much higher than we expected!”
If implemented well, the live chat channel has the capacity to create great results… though businesses are hesitant to implement. I believe there is this huge divide between how customers want to communicate with businesses and what businesses are actually providing for their customers to connect with them. How well do you really know your customers? Simply trying a live chat channel is only going to be of benefit…. and it can only produce results. You won’t lose customers trialing live chat as you are more likely to gain new ones.
Let’s have a look at who a chat visitor is and how they any different to the customer who comes into a business via the phone or email?
“I believe there is this huge divide between how customers want to communicate with businesses to what businesses provide for customers to connect with them.”
Karen Lloyd-Collins – CEO – Chat2
Who is the Chat Customer?
There are two main types of chat clients – ones that are already customers or ones still in the research/investigative stage of the sales process. It is the latter type of chat customer that a business never may attract without offering the chat channel.
Those customers that come into chat, that are already customers, will just love you more as you are now offering a faster, easier way for them to ask questions and get immediate answers through chat. You have now automatically increased their loyalty to you. Past customers coming into the chat channel are normally looking for information for another purchase and/or support.
The other type of chat client is the “website bouncer”, they are in the early stage of the sales funnel, researching and investigating what companies are offering and are bouncing from website to website. The browsing investigative prowler! They are looking for the best offers, sales, what may meet their needs, has the best value and customer service. So as they bounce into your website – your chat invitation pops up offering them assistance.
They stop for a sec……. You have captured their attention for a few brief seconds……
Sure they may bounce on but many think..…..”oh I can ask my questions and save time from having to browse all these websites. I can get all my questions answered in one spot!”
Those that bounce on…. may still bounce back to your website and see the invitation again… this time they think about how much quicker it will be to just ask questions here without having to read about what all the other companies are offering. This is a very common scenario in our experience and we note that it is normally the second or third visit to the website before the visitor engages in a chat.
Chat increases the opportunity to attract more leads/enquiries into a business. The sales funnel is being widened with the offer of a chat channel. You are capturing potential leads/prospects that may never have engaged without the chat opportunity. See our blog on widening the sales funnel with chat.
With Chat you are now a STAND OUT online. You have captured the visitor’s attention and this is likely to reduce the bounce rate to your website. Once you have captured their attention, the next step is to engage them into chat. If your chat is set up effectively, then engaging into a chat is easy.
So back to the original question – Does Live Chat Really Work?
So far we have shown:
So why all the hesitation and objection to trialing the live chat channel? We address each of the comments and objections mentioned earlier in part 2 of this blog to be published next week.
If you are an online website that sells your products and service online – then having chat on your website is a no brainer.
Did you know that 53% of online buyers are likely to abandon their online purchases.
According to Forrester research, “53 percent of US online adults are very likely to abandon their online purchase if they cannot find a quick answer to their question.” This reason alone is why companies should have live chat offered as an option. The loss of 50% of your sales when a customer reaches checkout – is serious business!
According to Gartner – it is expected the chat channel will grow by 400% as a preferred customer digital engagement channel from 2015 – 2018. So in light of this research and the experience we are seeing at Chat2 – you need to answer those customers banging on your website door!
Click on a link below to start your trial of Chat2 software.
Chat2 Software – 30 day free trial with complimentary setup of the Chat2 Software.
If you would like to learn more about our Chat2 Concierge team and what we do – here is a short video on this service. Who is the Chat2 Concierge Team
Facebook is on the verge of making rapid, radical changes. The social media giant has been big news in 2018. First with the announcement of the change of direction for the company and now facing significant security breaches. Last Sunday, Facebook took out full page ads in seven British newspapers and three American ones apologising for the privacy scandal. It certainly raises concerns for businesses being on the social platform and to consider other options to connect with customers online.
In January, Mark Zuckerberg announced the purpose of Facebook was undergoing a major change. Feedback from users was that posts from businesses, brands and media were crowding out personal moments. Mark Zuckerberg revealed that the goal of Facebook will change from helping users find relevant content to helping users have more meaningful social interactions. For businesses this means that less priority will be placed on business posts in Facebook so there will be less exposure in news feeds for businesses. Greater priority will be given to content that promotes more meaningful interactions between users.
Businesses will have to revamp their Facebook strategy to keep apace with this announcement. Businesses will now receive less exposure and traction on their Facebook posts into newsfeeds of potential customers. This article will make some recommendations on what businesses can do in response to these major events affecting Facebook. Even if you don’t have a Facebook page the recommendations provide an alternative to business publishing online promotions at minimal cost.
The eight (8) major changes affecting businesses on the Facebook platform include:
Facebook has advised that the paid advertising portal will not change. This is one of the last avenues left for businesses to get traction in Facebook – what a surprise! So Facebook want businesses to pay for getting any exposure. The organic reach option will no longer be readily available for businesses. The push is to move businesses towards paid advertising.
It will be important for businesses to ensure the advertising content published on Facebook is of high quality to obtain strong exposure, particularly as they are now paying for it. This is in line with Facebook goals, as they want content to be more meaningful to their users. So if businesses are now re-directed towards paid advertising obviously Facebook is going to experience a surge in this income stream. Many marketing analysts are stating that it is likely that the cost of advertising will also increase with the demand, as Facebook won’t want their platform flooded with advertising.
One of the most under-utilised platforms for businesses is the use of instant messaging applications. Consider how you now communicate with your loved ones and friends, even business associates. Are you using more messaging apps? Apps like Messages, Facebook Messenger, What’s App, Skype, Snapchat, Chat2 etc. In 2016, 1.58 billion mobile users accessed the top messaging apps to communicate. This figure is projected to escalate to 2.48 billion users in 2021 as shown in the graphic below.
In 2016, more than 1 billion people used Facebook Messenger each month (Facebook internal data), that is a staggering statistic and demonstrates Facebook Messenger has been leading the way as an instant messaging application. Though the effect of the “Delete Facebook campaign” is yet to be seen for the social media giant.
Connecting with customers through Facebook messenger opens up a whole new opportunity. Why is this? Facebook messenger is an exceptionally powerful tool in that as soon as a customer interacts with Facebook messenger, they have immediately given the business the permission to contact them again in the future. You can add them to your contact lists and grow your business.
Another instant message application businesses can consider if you don’t want all business conversations known to Facebook or don’t have a Facebook page is Chat Software. So maybe consider getting your prospective customers off the Facebook platform and onto your own communication channel. This removes the Facebook control and puts you back in command of your data and information.
Chat software is a simple piece of code added to the business website from which the business can start chatting with online customers directly. Most live chats are started with an invite into chat that pops up on the website. Some live chat software have an option to link directly into Facebook Messenger where a copy of the messages are taken from messenger into the live chat software, like Chat2. So you can see the exact conversation in messenger and the live chat software.
If you are using live chat software – you can easily grab the attention of your website visitor by setting up auto chat invitations that prompt a visitor into chat. Research has shown with this invitation – visitors are 3 times more likely to chat. At Chat2 we set up auto chat invitations for our new customers to make the transition into chatting as smooth as possible.
Businesses can also run Facebook advertisements with a direct link into Facebook Messenger or live chat, they can offer discounts/ specials/ enticements if a customer connects through a chat application on their own web or Facebook page. Facebook also offers local awareness advertisements to reach as many people around a business location, so the advertisement appears to a person in close proximity to your business. The link in the advertisement can direct them into the chat software.
When an online visitor uses the chat or an instant messenger interface, the business can obtain the person’s name and location, and with Facebook messenger their gender, profile photo and email. If the chat software is integrated into Facebook messenger, then a list starts to generate from all visitors that have interacted with the business and is captured within the chat software. Automatically this is growing business by building the contact list.
Once a client interacts in Facebook messenger, a business has immediately been given permission to contact that client again in the future. This is exceptionally powerful as it gives permission to the business to contact that client again within a 24 hour window offering other promotions, specials and discounts from your business. At the time of writing, the cost to access this advertising channel is $0. Though I am sure it won’t be long before Facebook charge for this opportunity, so I advise to embrace it while there is such a great return on investment.
There is one concern when directing customers into Facebook messenger and that is the Facebook giant has access to your business conversations and information contained in a chat. It is a valid concern, particularly in light of recent news. One way around this is to redirect your visitor back to your website where they can chat with the business directly through live chat software. Many businesses have chosen the live chat software option to avoid sharing business conversations with Facebook. Though there are still many who are sacrificing this confidentiality in order to have access to the powerful Facebook messenger.
Just last year Facebook also allowed for chatbots to be added into messenger. For those who are not familiar with chatbots – it’s a software application that attempts to act like a human answering questions on your website in a pop up box. At this stage, bots are primarily used to answer simple questions and share basic information. Though this technology is improving at rapid speed and eventually visitors will only be conversing with chat bots.
Some live chat software have incorporated Chatbots as an option. So the chatbot can be developed to greet customers initially into the instant messaging application albeit messenger or a live chat software, but when the questions are too hard or too technical, they have the option to chat with a real person. The purpose of a chatbot is to provide answers quickly, though sometimes they are not the answers the customer is looking for, as the technology still has some way to go before it can determine the intent of the visitor chatting.
I would like to ask the question – how comfortable are you to have your questions answered by a robot? Or do you prefer to have a real person attending to your enquiries?
At Chat2 we are finding that consumers of this generation are still not quite ready for long conversations with Chatbots. They still want to be able to speak with a real person. They don’t want to go through menus and menus of items before finding the answer they are looking for, they want personal assistance immediately, they want their questions answered now. That was the whole reason for going into the messenger or chat app.
It was this demand for the human element still within an instant messaging application that the Chat2 concierge team evolved. At Chat2 our clients have the option to use real people, chat bots or a combination of both. Businesses can answer their own chats if they prefer, or if they are too busy they can use the professional Chat2 Concierge team to answer chats. The Chat2 Concierge team are a team of real people answering chats for many businesses around the world achieving 70 – 80% conversion rates in chat. An option that is gaining in popularity is the Chat2 Hybrid with chatbots and Concierge being offered to the website visitor at the initial start of a chat.
I am expecting when our generation of teenagers form the majority of consumers with purchasing power, there won’t be any hesitation with interacting with robots. The generational shift will happen and as the technology develops further, we will eventually see intelligent robots serving customers online – but surely there will still be the need for a little human touch.
I welcome you to experience the Chat2 Chatbot to gain insights into the power of this tool for your business. Click here to start a chat with our Chat2 Chatbot. Have a chat and tell us what you think!