Chat2 Concierge – How To Get Started

 

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

 

4 Easy Steps to Create a Knowledge Base

 

 

 

 

 

 

 

 

 

 

 

 

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?

 

  • Let’s brainstorm!  

 

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.

  1. Group the common themes

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:

  • Bookings
  • Rooms
  • Food & Drink
  • Check in / Check out
  • Hotel Facilities
  • Promotions
  • Transport
  • Groups
  • Families   

 

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.

 

  1. Review.  Combine. Expand.

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.

 

  1. Expand some more…

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.

10 Top Tips to Introduce Live Chat – So It Works!

We chat with businesses around the world everyday to start a relationship, to provide insight to the world of live chat, sharing our experiences with Chat2 and how it is changing the way businesses are communicating with their customers online.  So many businesses are still hesitant to try live chat and even when they do – it doesn’t work well! Why?

For several reasons which will be explored here.  It may be they haven’t created the knowledge base for a successful start in chat or they haven’t correctly set up the chat or they just haven’t been able to get online to answer chats or are too slow to answer chats. That’s why when we introduce a client to Chat2 – we are holding their hand all the way – it doesn’t take long to get going if you know what to do and what not to do!

Even this week we had a new client start with us in the Tourism industry trialing our Chat2 concierge service. We created over 100 Frequently asked questions to get them started and we were off and running with 32 chats in the first day with a 82% conversion rate by the Chat2 support team. A great result for the first day of a trial.

So why are so many businesses failing when they try the live chat channel?   It is certainly a channel that has to be taken seriously by businesses – check out our blogs Does Live Chat really work? and How Fast is Fast Enough?

When implementing live chat – it needs to be done right or yes it can be an epic failure with receiving little to no chats, wasting staff time taking too much time in a chat or worse not replying or missing chats when visitors come online.  Challenges like these are easily overcome and this post will set up you with some tips to success in implementing live chat.  Or of course we can do it all for you with our Chat2Concierge service.

We see incredible results with our clients everyday. Results like more online enquiries, an increase in conversion rates and sales, providing world class customer support with fast and effective responses which in turn  enhances customer loyalty and reduces the bounce rate to the website. All this is achieved through the effective implementation of live chat. Here are 10 tips on how to set up and implement live chat for success.

Tip 1 – Chat Window needs to be anonymous

One of the first tips on how to increase sales and conversions is to get the visitor to enter a chat. This depends largely on how you present your Chat invite and it is this area where many companies fall over before they have even started.

Firstly we need to get the customer into a chat.  Many businesses feel that the way to do this is to present a chat window asking for the customer name and contact details. So can I ask you if you rocked up at a shop and even before you are greeted by the sales person you are asked for your name and phone number.  Hmmm – I know I would be turning tail in the other direction! A business has to earn your trust and respect before you feel comfortable with handing over personal details. So don’t set up your chat window where a visitor has to hand over their personal details before chatting – it turns many online visitors away and tends to not engage them into a chat.

Make your Chat window non-threatening.

Allow a visitor to start asking questions straight away without having to divulge who they are. You will need to obtain their trust and then you can ask for their contact details. Techniques like building trust, how to engage in a chat and how to ask for contact details are covered later in this blog.

Chat needs to appear non-threatening and welcoming to the online visitor so they feel they want to ask a question. The point is to obtain engagement and get the visitor to enter chat.  You are providing a communication channel that is non threatening and the opportunity to ask questions anonymously.

This technique works particularly well for businesses in the areas of cosmetic enhancements, law or even selling cars.  Customers feel comfortable about asking those first initial questions about how to obtain a lip enhancement, or start divorce proceedings or do you have a mercedes available? Questions that can be asked without any threat of commitment. Some of the biggest sales we have seen have been made by starting a chat in this manner. So ensure you provide the opportunity for your visitors to ask questions anonymously and confidentially.

Tip 2 – Warm and Friendly Chat Invitations

When a visitor arrives on your website your goal is to get them to interact with you through your website, you want them to ask you questions.  The majority of visitors will generally not initiate a chat which is why it is important that you invite them into a chat or just let them know that you are there if they need any help.  “Warm and friendly” is the key and you should test what chat invitations work better than others for your customer base and tailor them specifically to your business.

So you could keep it simple – remember warm and friendly and not too robotic – so something like:

“Hi – we are online to help – we love questions – just ask!”

Or

“We are here to make your visit fast and easy – ask us anything!”

Or you could even have a bit of fun, so if you sell fishing tackle, then you could say:

“Hey, I am giving up a day of fishing to be here – so please ask a question!”

You are the one who knows your clientele best so what would they respond to?

One of our hotel clients recently made some changes to their website which prevented their chat invitation to pop up.  This client uses our Chat2 concierge service so we noticed that their chat activity had dropped by 80% in the month. This was highly unusual.  So we contacted the client and discovered they had made some changes to their website which had reduced their chat activity, the following month chat activity was back to normal.  Can you tell from the graph below what month they made those changes?

This is how significant chat invitations are – so they need to be set up correctly and regularly monitored. Chat invitations greatly increase the engagement rate as shown by this experience and also prevents your visitor bouncing to the next website.  

Now you may ask – how long should I wait before I invite them into chat?  I will share the best timing in a later tip.

Tip 3 – Present an Inviting Chat Window

How many times have you seen a chat window with no image of the operator, no name, a cartoon character or sometimes the grey ghostly looking outline of a head and shoulders?  Well it is certainly not an inviting window and does not encourage people to enter chat. You need to ensure the first name and an image of your operator is in the window. A friendly and smiling face is important to engage with your online visitor. This image will increase the probability of a visitor entering into a chat if they can see who they are going to be chatting with.

When I have advised companies to do this – some say “ oh no – I don’t take a good photo or I am too shy or no I am concerned about my privacy”.  We are all our own worst critic. If you really don’t want your own photo presented then you need to find a photo of a person to use, friendly and smiling. Don’t use a cartoon avatar – they can appear a little creepy!

If you are serious about trying out live chat – your chat window needs to be presented warm and inviting, non threatening – so your first name and image will go a long way to increase engagement.

Tip 4 – Log in Everyday

In the first couple of weeks we like to check in with our new clients to ensure they have everything set up correctly.  We undertake a chat audit and provide advice on setup, engagement, getting online, canned messages and chat techniques. For clients using our concierge service, setup is complimentary and we implement the best techniques to obtain results for our clients on chat.

With clients who are managing the chat themselves, more often than not we hear,  “I keep forgetting to log in.” You need to login every day or chat will not work for your business. If you are inconsistent with logging into your chat dashboard,  then your online visitors are likely to go elsewhere as you are not providing consistent online service they seek. So they don’t know when you will be there or not.  There are peak periods for chat activity throughout the week, so if you are online during those periods and advertise those periods on your website, you are more likely to pick up the majority of the online enquiries, providing your customers with the immediacy of service that is now being demanded online.

Another technique to ensure your chat is online everyday is to nominate key personnel within your business on a roster. It’s best this staff are always in front of a computer or answering a phone. Yes you can talk on the phone and chat at the same time! It’s so much easier talking to multiple customers on chat then it is on the phone.

Also set up your homepage on your website browser (we find Chrome the most stable) to be the Chat dashboard and select your browser to appear upon startup of your computer each day.  This will remind you to login to your dashboard.

If you would like to answer chats while you are on the run, then download the mobile app so you can answer chats on your mobile device as they come through.

Now if you find it just too exhausting to remember to login every day – you always have the very affordable Chat2 concierge service that can answer chats for you at any hour of the day or week-end.

Tip 5 – First Chat Message

Ok – so your chat window is now warm and inviting – the next thing is ensuring your chat operators are warm and inviting too.  Chatting is certainly a technique to be mastered. With online chat, you can not rely on body language, tone of voice or any other behavioural indicator to provide signs on how best to communicate with the chat visitor. It is the art of text messaging but in a professional friendly capacity.  Your choice of words and punctuation are of paramount importance.

Firstly, your operator needs to introduce themselves, they need to provide a first name to your chat visitor and welcome them into the chat.  It doesn’t matter if the operator’s name is showing in the screen, they should greet their visitor with their name in their first message. Something like:

“Hi – this is Dan – how are you today?”

Or

“Hi this is Lucy – thanks for that question, let me find that answer for you.”

The biggest DO NOT – is to immediately provide the answer to what your chat visitor is asking in the first message to the visitor.  If you do this, what tends to happen is the visitor controls the conversation and if they are stressed or upset about something it is very easy for the conversation to go wayward. It also tends to be quite an abrupt direct conversation, lacking any warm customer service, as we are missing all those conversational aspects I mentioned earlier. So we need to create this warmth with our language at the start of the chat and steering the path of the conversation. Starting with a natural, friendly courteous greeting can go a long way to set the direction for the chat. Try it, you will be surprised on how much better engagement you will get into a chat.

Tip 6 – How to Build Trust and Engage

Once your chat visitor has been greeted – the second stage of any chat is to build trust and engagement with your chat visitor – you want to engage them into conversation while also answering their questions.  There are several techniques to do this……..

Complete the form below to keep reading the top 10 tips to introducing chat for your business..

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Facebook and Chat Software – New Directions for Business

 

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.

How will the recent Facebook changes affect businesses?

The eight (8) major changes affecting businesses on the Facebook platform include:

  • Preference will be given to posts that create interactions between people not between pages and people.
  • Posts with long comments of more than a sentence will be given priority viewing in newsfeeds, as they encourage interaction between users.  Businesses could experiment with commenting from their personal profile rather than from the business page as Facebook may consider this to be an interaction between users.
  • Live videos will be given preference as it stimulates conversations.
  • These changes will apply to all Facebook pages personal, business and group pages.
  • Pages that post frequently, like 2 -3 times a day, are less likely to obtain traction. Marketing Specialists are advising businesses to post less frequently with quality content maybe only once a week.
  • Images with quotes, Gif’s and competition posts will not be displayed on news feeds.
  • Links to pages outside Facebook like blogs are also unlikely to be seen.
  • Any posts with engagement bait ie. competitions or inviting people to comment are likely to be removed by Facebook and not given any exposure.

How can Business promote through Facebook?

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.

Businesses can consider an Alternative

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.

How Can Businesses Get Website Browsers into Messenger or Chat?

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.

How does Instant Messaging Apps Grow a Business?

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.

 

How can Chatbots help business growth?

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!

Chat wins more customers online……here’s how

You have thousands of customers on your website each month.  Have you ever said “hi” to them? Asked how they were?  Asked them – What are you looking for? Can I help you? No….

With Chat on your website – you now can! Chat will put you in the same space as your prospects and you can reach out and say

“Hi……can I help you?”

You have never been able to do this before.  You had to wait for your website visitor to make the first contact.  They had to click the contact us form, pick up the phone or send an email.  With Chat they can reach you – you have created a welcoming stress-free space for them to ask you questions about your product/service.  They won’t be concerned about getting the hard sell or having to commit to buying something they are not sure they want.  So they are more likely to engage, chat and buy. That’s what you want – right!

Chat gives you the opportunity to widen your sales funnel at the beginning of the sales funnel. You have never had the opportunity to reach and connect with customers in the first stage of their purchasing.  These customers are in the Attract stage  of the “Sales Funnel” as shown in the infographic below.  These customers would not normally contact you during this stage as they prefer to do their own research and investigation on the product/service they are interested in.

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With Chat there is now the opportunity for you to reach out and ask these prospects if you can assist them in the Attract stage or they can reach out to you and ask questions in a safer, stress free environment.  Creating this opportunity for clients is naturally going to widen the top of your sales funnel, where you will now capture more possible sales, leads, customers then you have before. You now have the opportunity to start a conversation, engage and build trust with a potential new client in the very initial stages of purchasing.  This widening of the sales funnel will have a positive effect all the way through the funnel, resulting in more sales online.

Chat visitors are quite different to your clients who reach out to you via phone or email.  When a client reaches out to you via these communication channels they have already moved further through the sales funnel and believe that you are a possible option for their purchase.  Offering chat on your website will give these clients another option to contact you where they can get quick, relevant answers to their questions.  They no longer have to listen to hold music on the phone and won’t have to wait for hours or days in getting an email response.  Chat is giving these customers an opportunity to assess your offer faster and if they are engaged with your business, they are more likely to purchase from you. According to Virgin Atlantic Airways, customers who chat convert at nearly 3.5 times the rate of those who don’t.

Chat provides you with more opportunity to do what you do best and sell your product/service to a prospect. And chat also gives your customers a more effective, quicker way to obtain the information they are looking for faster. It’s win/win!

Once you have won the client with a purchase, you can survey your customers through Chat2 and obtain relevant valid data directly from your online customers to ensure you will have them returning again and again.

Give chat a Go and type your website address into www.chat2.com for a free trial today…..Don’t wait any longer…….its easy to install and you will be chatting with your online customers in no time.

Amazon in Oz! Do you need to compete? Here’s how……..

Online chat is finally starting to evolve in the Australian market. The Australian (May 15, 2017) recently reported that more retailers are starting to embrace the chat technology on their websites, particularly with the launch of Amazon in Australia imminent.

“To maintain growth, retailers continue to adjust their strategies to adapt to changing market conditions such as the pending arrival of Amazon,” Commonwealth Bank national retail industry manager Jerry Macey said. (The Australian)Amazon has confirmed that it will be rolling out its services in Australia over the next few years. Amazon has not confirmed a launch date, but speculation suggests it will be in September 2017 (Choice.com.au) In light of this news – Chat2 is offering free chat concierge hours where we answer the chats for you.

Jeff Bezos founder of Amazon advised the strategy will be to offer “low prices, vast selection, and fast delivery” to earn the business of Australian shoppers. In light of this news, more and more retailers are trialling new online retail strategies to ensure they can improve competitiveness when Amazon hits Australian shores.

Chat on websites is one strategy that is being employed to improve online competitiveness and customer service. For online chat to be effective, chats need to be answered within 60 seconds, otherwise customers tends to move on.

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Chat2 launched the Chat2 Concierge service in 2016, as many chat clients, particularly in Australia, were struggling to answer chats within the 60 second industry standard. This can be explained as chat is still a relatively new technology in the Australian market and despite being able to chat with 5 to 6 customers at one time, this is quite a change of work habit from only attending to one client at a time through phone or email.

The Chat2 concierge team are achieving incredible results answering chats for customers, obtaining 70 – 80% conversion rates and 90 – 100% satisfaction rates for response, friendliness and knowledge. As the Chat2 team work with the clients over longer periods, the satisfaction and conversion rates increase. The Chat2 concierge service is providing a great return on investment for many businesses at a cost of only $1/hour and chats can be answered 24/7.

AI (Artificial Intelligence) technology has been built into the Chat 2 software, so operators are presented with a list of relevant responses to a clients question to enable quick, relevant and effective replies. The Chat2 concierge team set up and maintain relevant canned messages to complement this AI feature as a part of the concierge service. The Chat2 software also includes a voice to text function to allow for faster responses particularly in a multiple chat environment.

The secret to implementing chat effectively to boost sales, conversions and customer service online is a fast response time in answering chats. This has been one of the biggest indicators to online success with Chat. The average response time for the Chat2 concierge team is currently 26.8 seconds!

Would you like to try our concierge service but already committed to another chat provider? We can still help, we have various clients in this situation for whom we answer chats for – still with amazing results!

Interested to try the Chat2 software or concierge service…………………

Would you like to see for yourself the effectiveness of Chat on your website…..

We would like to make a very generous offer to you, that goes over and above what we currently offer on the Chat2 website…………………..

Chat paves the way for new sales, leads and conversions. Customers tend to buy more after chatting. Your customers will love the new style of customer service and we will love watching your business grow and thrive online. Are you ready to embrace chat to connect with your customers online in real time – just do it! It doesn’t matter if you don’t have the staff to man it – because we do and we are achieving 70 – 80% conversions – we are professional chatters!!

We make this offer to encourage businesses who are still a little unsure, not quite understanding the technology, not quite sure how it is going to work, let me make the decision easy and hassle free, let us do it for you………

Register at www.chat2.com.au and then contact us at sales@chat2.com to obtain a 3 month free trial of the Chat2 software and 100 hours of Chat2 concierge. You need to advise in your email that you would like to accept the offer made in this article.

Don’t wait any longer………………

Get a head start on your competitors as chat technology is evolving and most businesses with a presence online will soon have chat. Act now and accept our generous offer – you only have everything to gain.

Email us at sales@chat2.com and receive 100 hours of Chat2 concierge complimentary.

We love seeing our clients businesses grow online with Chat2!

Who loves solar?

In the Chat world it is often raised that online chat can only assist with simple enquiries and nothing too technical or specific. The chat received this morning by the Chat2 Concierge team for our client NQ Solar (www.nqsolar.com.au) – was a specific, technical, in-depth enquiry and this is how it progressed………..

Visitor: Hi, I am looking into an off grid solar system.

Chat2: Hi, be with you in a moment.

Chat2: Hi – I am Cathy. Thanks for your enquiry – I can certainly help you. We have several variations of off-grid solar power systems, depending on your needs. One of our experts will be able to assist you in the selection of an Off-Grid Solar System.. May I ask your location please?

Visitor: 15km out of Innisfail

Chat2: Thank you. Our off grid systems are designed specifically for the clients needs/property and budget. Everyone’s needs are so different, so we are unable to provide a generic quote without further review of your property. Did you have a budget in mind or know the size of system you were hoping to achieve? ? I can get Chris contact you about our Off-Grid Solar System. May I ask your name please?

Visitor: I tried an online calculator but I’m not sure if I completed it properly, it came up with a 16.5 kw system. iIt is going to cost around $40k to get the power connected to the property so anything under or around that is probably reasonable. Sorry my name is Dale.

Chat2: Oh I see – nice to meet you online Dale! I’ll take note of this information and pass it on to Chris who will get in touch with you. May I ask for your phone number so I can pass it on to him please.

Visitors: Thanks – its 04xxxxxxxx

Chat2: Thanks very much!! ?Chris will contact you tomorrow about your query. In the meantime, is there anything else I can assist you with today Dale?

Who said Chat can not assist with technical enquiries – NQ Solar were impressed with the chat! The Chat2 concierge team do not know about solar but do know how to use the tools within Chat2. This chat was easily managed through the use of canned messages – which are pretyped replies that operators can choose from easily. It is important to have a mix of natural conversation and canned messages. Can you spot the canned messages within this chat?

If your business is interested in trial our Chat2 concierge service to receive leads like this for only $1/hour – please email karen@chat2.com.Cooktown Photos

How to generate more online sales in 2017!

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Start 2017 with a bang and induce your website visitors to buy from your website  this year! Avert them from clicking to that next website. How? Engage with your consumers online through your own website. Talk to them while they are on your website, say hello, engage and have a conversation in their time – in real time. Is this possible? Yes!

All Australian online consumers have used the internet to do some form of purchasing activity and around one in four purchase items online weekly (18th Nielsen Annual Australian Connected Consumers Report 2016). This trend is being seen globally with the Total Retail 2016 survey recording 54% of 23,000 shoppers in 25 countries purchasing online (www.pwc.com). With so much purchasing activity it is becoming essential for businesses to engage with their customers in the online space.  Installing Chat2 on your website will give you the opportunity to chat with your customers while perusing your website.

Australian online consumers are demanding more information when it comes to purchasing online according to the Nielsen report, what better way for them to obtain this information if you are there to greet them online and answer questions quickly and efficiently. Chat2 will convert your browsing visitors to paying customers by providing the information consumers are demanding.

Significant growth in online purchases is being seen in the areas of clothing/shoes, cosmetics/skincare, concerts/event tickets and food/grocery items as shown in the diagram below. If you are operating in these industries it is essential for to take advantage of these trends. Be innovative and do something different to engage your customers online.

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It is important to know your customer base so you can identify the essential times for you to be on chat.  Our team at Chat2 have observed that the busiest chat times for many of our clients are just after the close of business, so around 6pm – 11pm, during the lunch break from 11am – 2pm and at the start of the business day from 8am – 10am.

However, the age group of your target client base is also an important factor in identifying the peak times for Chat. According to the latest Nielsen Australian Connected Consumers Report 2016 (see graph below), it was found consumers 60+ are more likely to purchase in the morning hours and around midday.  The peak time for consumers aged 16 – 59 tends to be between 6pm and 10pm.  The Chat2 concierge team concur with these findings, though observe that midday is another peak time for consumers in the age group 16 – 59.

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Are you keen to engage your customers online in 2017 though too busy to answer chats? Our experienced Chat2 concierge team can do that for you for only $1/hour.  We greet your customers, engage, build their trust, clarify their query, assist where we can or obtain details for you to contact them and answer their question personally.  Our Chat2 team are obtaining great results and converting leads from 70 – 80% of the chats for clients.

Lead the way in your industry and install Chat2 to engage with your growing consumer base purchasing online.  The beginning of 2017 is a great time for many industries to install Chat2, particularly if it tends to be the quieter time for your industry.  Being in the online space to greet your customers will boost your sales and give you a great start to 2017.

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For a demonstration of Chat2 and its features go to www.chat2.com/learn. Or just install Chat2 entering your website address at www.chat2.com for a free trial.  Come and chat with us at chat2.com or email to sales@chat2.com.

Do you ignore your online customers?

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Is Chatting with customers new? Of course not! Conversational ecommerce has existed in some form or other since the earliest days of online shopping. You called up the shop owner (whose website you were looking at) when you had a query or wanted to order something.

A few years later, as email was popular, you emailed the shop owner when you had a question before a sale. Or if you were hunting for a discount. Then, emails became contact forms. Easier.

Then, contact forms became live-chat plugins. Live chat is one of the easiest, quickest interfaces for a visitor to communicate with a site owner. It is a fast growing communication channel as more businesses become aware of the technology and it has a great return on investment after a significant price war occurred in the early months of 2016.

Price War within the Chat Industry

Early in 2016, some of the big U.S. companies in the Chat industry drastically reduced prices of their live chat products and this led to a domino effect within the industry.  Most chat providers dropped or reduced their prices as more and more competitors entered the industry.

Chat2 software is now only $USD10/month ($15 AUD) for an operator with all the perks a chat software program can offer.  If you obtained 10 leads from your website over a month that is only $1 per lead, you can’t get a cheaper lead generation tool than that!

Growth of Chat usage

According to the latest Customer Service Benchmark results from eDigitalResearch, of 2000 companies surveyed, 31% are currently using live chat and 73% of these companies rated their satisfaction with the chat channel as high.

Chat2 allows you to chat to a representative of the company in real time, without the long delays and having to listen to tiresome hold music. One third (37%) of those surveyed now expect to be able to contact a company through live chat – this is up from 30% in 2014. Given how easy it is for site visitors to reach out to contact a company representative quickly and for free, it is not surprising that more customers are expecting a chat service to be available.

Derek Eccleston, Global Commercial Officer at eDigitalResearch states “The latest Customer Service Benchmark results suggest that the easier a company makes it for a customer to contact them, the more satisfied they are likely to be. Brands who are managing their live chat well are making live chat easy to find on their website, clearly signalling to users when their customer service team are available and how long they may have to wait, as well as allowing them to talk openly and honestly about their issues, queries or complaints”.

Conversation and Conversions

Conversation helps increase conversions. It’s like going back to traditional shopping where you talk to the seller and have a feel of how good or bad he/she is and how helpful they may be in an ongoing retail relationship.

If you engage a website visitor into a friendly conversation, you will  quickly obtain trust and create a “feel good” sensation about your company and your products.  The visitor may keep researching online, but undoubtedly they are more likely to come back to your business where they can get their answers quickly, efficiently and at no cost.

Chat2 your customers

Today, most of us spend about half of our waking hours chatting and responding to messages. Social media and forthcoming online sellers who chat with their customers (and leads) over chat apps have blurred the lines between a market relationship and a social one. Today, the place you go to connect with friends as well as brands and businesses is same: online.

Customers won’t feel odd when businesses reach them via a chat app instead of email. In fact, they are expecting it because you don’t have to jump between various channels of communication.

The sooner you take to conversational ecommerce, the better your chances of growth through improvements in customer service.  Cost is no longer an issue with chat, it appears to mainly be the hesitation in adopting something new.  Be innovative and don’t be left behind. Contact us at sales@chat2.com or chat at www.chat2.com.

Blowing Up Customer Service

Blowing up Customer Service!

 

Do you want to open a new door for customers to come flooding in? Do you want to talk with customers while they are looking at your website? Do you want to provide great customer service? That is why we are all in business isn’t it? To provide a great service to customers.  Customers provide us with income, growth and an opportunity to do bigger and better things.  They need to be our focus.

More customers prefer Chat2 as a communication channel

When I offer Chat2 to new clients, one of the first comments is – “but I don’t want to employ another person to operate chat”.  Who said anything about employing another person? Sure that might happen if Chat2 is the channel your customers are demanding you communicate through. We are seeing this change in many industries.  Businesses need to prepare for a different way of doing things as technology evolves or the technology will disrupt and overtake the business. The video industry had this unpleasant experience. Explosion-700x400

Be open to technology and innovation. Consider it, trial it, customer service is evolving with technology in the online space and business need to take heed or potentially become invisible.

Chat2 improves customer service and loyalty

Information is so easy to access online and this is educating our customers and empowering them to go elsewhere if they don’t like the customer experience.  That was what I did this morning. There was a technical glitch on the website where I always buy my coffee.  There was no Chat2 to fix the problem for me so I went and bought my coffee elsewhere.  If the first website had Chat2 – I could have immediately contacted them, advised them of the problem and they would probably have offered me a free coffee to keep me as a customer.  I would then become more loyal to them and continue to buy my coffee. Its all about customer service. If you don’t provide it online, your customers will go elsewhere.

Online is the new space for businesses and customers to meet –  so get use to connecting with your customers in this space.

 

Mike Milburn, senior vice president manager of the Salesforce Service Cloud stated

“Live, personalized service is revolutionizing how companies deliver customer care. Real-time, and on-screen guided assistance boost engagement and build rapport between the customer and the company. It also enables businesses to serve the right information at the right time. Advanced technologies like these are the future of customer support,” Milburn predicts.

 

Chat 2 is a technology that allows businesses to provide live, real time, personalized and on-screen guided assistance to their customers.

Who will operate Chat2

 So how do we initially embrace this technology and incorporate it into our businesses?   First you need to evaluate the current positions you have, who is doing what?  Could you add live chat to their role? A chat operator can chat with numerous customers compared to a traditional phone operator, so maybe roles need be redesigned. Chat2 can be allocated to various positions that use a computer for their role.  It could be admin, reception, marketing, accounting, human resources or purchasing duties.  The operation of Chat2 could be rostered through various positions or everyone can be online at one time to grab that chat.  You receive a sound notification and banner on your screen when a chat is received. Its just like having another phone line but through a computer, tablet or phone and you can speak to more than one customer at a time.

Chat operators are far less costly compared to the traditional phone operator according to a Forrester study, as the cost of phone call far out weighs that of a chat.  Also more clients can be assisted at one time in comparison to a chat operator which is a great time and cost saving.

If you find that Chat2 is really popular with your customers and that is their preference to communicate, then maybe you need to change how things are done. Maybe that is changing roles, employing chat agents or even employing contractor chat agents to answer calls and get leads. If you don’t you may become the next video store story.

 

Chat2 can be online and self-managed

Chat2 can send automatic messages to online customers if they start a chat.  Chat2 can ask automatically for them to leave their name and number and the business will phone them.  No one needs to have done anything.  There are many other automatic prompts that can be set up in this way.

Embrace Chat and ensure your online door is always open.  Chat2 should be online throughout business hours and answered by staff or with the automatic prompts. Being online during business hours every day will encourage your visitors to use Chat2 more frequently.

For Chat2 to be embraced by customers you need to let your clients know about the new communication channel or it won’t be used, so ensure you promote it on your website.

 

“The only thing that gives an organization a competitive edge…is what it knows, how it uses what it knows and how fast it can know something.”

Larry Prusak

 

Chats can be answered from Anywhere at Anytime

 

Chat2 is mobile so check out how you can Work from Anywhere, Anytime, Any Place.

 

Technology is changing the face of customer service

Technology is changing the way we do businesses with customers. Be prepared, get ready for the change, embrace new technology before your competitors. Don’t be left behind. Technology is blowing up the old ways of customer service!

 

Try Chat2 – it costs nothing to trial and gives you the power to know and make an informed decision about this innovative technology.

 

Visit www.chat2.com to trial today.

 

Be Innovative and grab the opportunity!

 

Karen Lloyd-Collins

CEO

Chat2