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Chat Blog Live Chat - Tips and Tricks

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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Chat Blog Industry Trends Live Chat - Tips and Tricks

Does Live Chat Really Work?

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.

https://econsultancy.com/blog/10644-stats-do-consumers-appreciate-live-chat-on-websites

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:

  • Customers are preferring the chat channel as its fast, easy and convenient;
  • Businesses are picking up more leads/enquiries by offering chat;
  • Genuine lead enquiries are received through chat; and
  • Customers are seeing a boost in sales with the increase in number of enquiries via chat.

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!

Start today

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

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Chat Blog How Fast is Fast Enough? Industry Trends Live Chat - Tips and Tricks

How Fast is Fast Enough?

 

Did you know many businesses are not responding fast enough for their customers? Many businesses don’t realise their response rates are not meeting their customer expectations. Client expectations to get a response from a business are becoming demanding and placing significant pressure on business resources.   So what is the response time customers expect from a business by phone, email, social media and chat? What can businesses do to improve response times?

The three main channels for communicating with clients are email, phone and social media, though the use of chat software has seen significant growth of 8.3% internationally in 2017 (smallbiztrends.com).  Chat as a channel is providing instant feedback to businesses if they are not performing to meet customer expectations.  

How – you may ask?

In those first couple of weeks of using chat software, a business may be bombarded with questions like:

“I emailed you yesterday and I have not heard back from you?”

“Did you receive my order – I placed it 2 hours ago?”

“I left a message on Facebook and no one has responded – it has been 3 hours?”

“I tried to phone you and was on hold for 5 minutes and no one answered my call?”

Does this sound familiar?  Sometimes you are not even aware of this tension that exists within your customer group. Many of our business clients who experience this are surprised to see these initial comments coming through chat, highlighting an issue they were not aware of. It is easy to rectify this situation quickly.

So why are customers demanding more instant responses?  It is a trend being seen worldwide. Customers are demanding more immediacy for a response. Information is so easily accessible over the internet, customers are now expecting demanding that businesses should reply to enquiries just as quickly – this is putting significant pressure on business resources.

So Why is Speed so Important in Customer Service?

When you receive a fast response – doesn’t it make you feel like the business cares about your needs and they make you feel important?

Many businesses can respond faster than ever before with the new technology available, so speed is becoming an issue of competitiveness between businesses. For example, a customer exploring the purchase of a new car online may ask two suppliers about the delivery of the car.  The first car yard responds in 30 minutes, engages the customer, organises a test drive and while a price is being negotiated, the second car yard responds 24 hours later. From our experience, the supplier who responds in a friendly, prompt and professional manner is more likely to make the sale, than the company that replies in 24 hours to a few days  – which is still very commonplace.

In a study conducted by the CMO Council in 2017 – it was found that 47% of U.S. and European consumers surveyed said they will abandon a brand if it repeatedly provides “poor, impersonal or frustrating” customer experiences. Companies need to be prioritising excellence in customer service.  If companies provide easy access and fast responses to questions, then this will result in happy satisfied customers upon which will nurture business growth.

More than 52% of consumers stated that an exceptional customer experience included a fast response time to problems and suggestions, with 47% stating a great customer experience includes instant access to knowledgeable sales staff 24/7 (CMO Council Study).

The CMO study revealed that even though loyal consumers will leave a brand if they’re not treated well, it also highlighlighted that consumers are seeking connection, not perfection and maybe forgiving as long as they feel heard and valued. So as long as they are responded to quickly and effectively – customers will easily be retained and will continue doing business with you.

Many businesses don’t realise customers are quickly abandoning them for the next business that acts quickly and responds with immediacy to client questions.  Is this happening to you? Is your response rate meeting your customer expectations?

“The customer is smarter than ever when it comes to customer service. They don’t just compare you to your competitor, but to any company that delivers an excellent customer service experience. The bar has been raised, and companies must work harder to meet and exceed their customer’s expectations.”

Shep Hyken

Customer Service Expert & New York Times Bestselling Author

Attracting, serving and keeping customers happy are the key to survival for any business.  If customers are not happy it is unlikely the business will survive. But are customers placing unrealistic expectations on businesses?  How can businesses survive in this demanding customer-driven environment? What are the response times customers are demanding?

Let’s consider what current studies are showing us.  What are the benchmarks for response times in the four main communication channels – email, phone, social media and chat.

Email Response Time

When do customers expect a response from a business after they have sent an email?

In a survey of 1200 consumers undertaken in April 2018, it was recommended that businesses should aim to respond to customers within 1 hour or if wanting to achieve a world class standard, within 15 minutes.

“That is crazy” or “That is unrealistic”- you may be thinking!

Yes – it is a huge ask of businesses, though it is achievable.  

The results from the survey showed that 43% expected businesses to reply in a 1 day to an email.

So if your business responded to customer emails within 1 hour, it would stand out from the crowd and exceed the expectations of 89% of consumers! Of course, if you responded in 15 minutes – well that is world class, as you would meet or exceed consumer expectations with 100%.

In another 2018 survey, Superoffice.com surveyed 1000 companies by email asking two questions:

  • Where is the pricing information on the website?
  • What was their phone number?

An incredible 62% of companies did not even respond and only 20% answered the questions in the first reply.  

The gap between the response time consumers expect and what businesses do –  is seriously damaging. You have the opportunity to stand out from 62% of companies by just responding to the email in the first instance!  This is easily done through implementing email autoresponders backed up by a solid CRM. Even by acknowledging that you have received the customers’ question / issue / complaint goes a long way towards keeping your customers happy.

So is there any difference for social media response times?

Social Media Response Time

So what about social media? Are expectations higher? Do customers expect faster response times in this channel and if so, how much faster?

The Social Habit research company explored this issue with its audience and discovered 32% expected a response within 30 minutes and 42% expected a response within 60 minutes. So if you responded to social media enquiries within 30 minutes you will be meeting or exceeding 74% of your customer expectations!  Sounds easy right! But can your company respond to enquiries in under 30 minutes? Responding to an email in under 1 hour is tough, though responding to a social media enquiry within 30 minutes is pushing the capability for many businesses.

But…… there are many companies meeting this expectation easily with the available technology.  Responding to customers in under 30 minutes is a big ask for many businesses, though serious consideration is needed by businesses to connect with customers in social media.  New practices/tools need to be adopted to meet customer expectations, otherwise you will have disillusioned customers looking to other businesses for service that meets their expectations.

We are now working in a global environment where consumers can access products and services from anywhere, at anytime.  It is technology that is giving consumers the power to demand more immediate responses. So is the expectation growing that no matter what time of the day, night or weekend it is – consumers are expecting an answer?

It appears they are!

The findings from the Social Habit Research Company found that 57% of survey participants expected the same response time at night or on weekends as during normal business hours. It’s getting crazy!

So is it any different for phone response times?

Phone Response Time

Phoning a business should result in a fairly quick response, though many businesses still think its ok to have their prospects/customers on hold for a few minutes listening to recorded messages or music before they are answered.  No one likes being placed on hold on the phone, though previously, customers felt they had no choice. Businesses will lose customers rapidly if they don’t adapt to consumer demand for rapid replies, it is fast becoming unacceptable to keep a customer waiting on the phone.  So how long is a customer willing to wait on a phone?

A 2017 survey of 1500 Consumers in the U.S. found that nearly two-thirds were only willing to wait 2 minutes or less before hanging up and 13% stated that no hold time was acceptable.  This is a stark contrast to a similar survey in 2014 where customers were willing to hold for 13 minutes! Consumer expectations are changing and businesses are slow in adapting to this change.

So how big is this gap in the speed of response by companies to what the customer expects, in the three big communication channels?  It is a huge, yawning chasm and to remain competitive businesses need to act now!

So What About Live Chat Software?

 

Chat software is a relatively new technology available to businesses and a different way to connect with customers. Some businesses are hesitant to try chat as they see it as a high-pressure channel, where consumers expect answers immediately and rarely wait around for an answer. Though this technology gives the business the ability to respond quickly to enquiries and that is what customers are demanding. Chat is worthy of serious consideration as it gives the power to businesses to alleviate the pressure on all communication channels and at the same time exceeding customer expectations for a response time. Let me explain how.

Offering chat on a website can reduce phone calls and emails for a business, even boosting sales by attracting clients that would not normally reach out.  So in the first instance, it will alleviate the pressure on the two big incoming channels, phone and email for customer enquiries. More and more consumers are gravitating towards instant messaging channels like chat, so they are becoming more likely to choose chat for a faster response and generally it is the platform they are already on reviewing the business – so the choice for reaching out is easy.

So how fast is the response time in chat?

The 2018 Live Chat Benchmark Report prepared by Comm100 reviewed 40 million chats from companies all over the world representing 13 industries and found that the average response time using chat software is 37 seconds!  This is 8 seconds faster than their finding of 45 seconds in 2016.

With the shift for communication moving away from phone and email, towards instant response platforms like chat, business can respond to enquiries much faster than the current response times in phone and email.  As chat integrates with social media it also provides the ability to respond to social media enquiries, well within the customer expectation of 30 minutes.

“So we’re no longer measuring response time in days and hours but seconds.”

Karen Lloyd-Collins – CEO Chat2

With effective implementation of chat, a company can meet or even exceed the response rate in all channels, as 37 seconds is well above customer expectations for phone and email.  This is world-class customer service

How to Implement Chat Effectively

What is meant by effective implementation of Chat?

Effective implementation of live chat is the key to attain this exceptional level of response time and requires adequate resourcing, streamlining chat into everyday work processes, training of staff and a commitment by management to chat.  If a customer’s experience of chat is that it is fast, with quick relevant responses, then this will become the channel of choice to connect with a business. The business is likely to see more returning customers due to this world-class service experience.

One of the challenges to implementing chat is having knowledgeable, trained staff on hand to instantly answer chats, particularly in the peak demand periods.  When Chat2 was launched in 2015, we saw first-hand businesses struggling with integrating chat into their daily work processes. Their staff were already busy, so transitioning into providing a chat service was challenging.

Chat2 launched its Concierge Service in 2016 to overcome this challenge and to assist businesses transitioning into offering chat as a service. The Chat2 Concierge Service offers businesses a team of experienced, professional, highly trained chat agents that answer chats 24/7.  Each industry is allocated a specialised team so the members of the team are knowledgeable on the issues and questions received by customers in that industry. With the assistance of artificial intelligence (AI) built into the Chat2 software, agents can easily and quickly respond to client requests for businesses.

Once consumer behaviour changes and consumers embrace chat over other communication channels, businesses discover there is less pressure on the other channels of phone, email and social media. In some instances, they embrace the channel and train their own staff in chat to answer transferred chats from the concierge team or answer chats directly from clients.

One of the first questions we are asked when a business enquires about the Chat2 Concierge Service is:

“How will your chat agents know what to say to my clients – you don’t know my business?”

So true – which is why we request new clients to complete a simple online form, so the team can find out more about the business and what the business would like to achieve using the concierge service.  We create answers to likely questions we are expecting from customers in that industry, as we are already familiar with the questions that are being asked. These questions and answers are entered into the chat software for the business or concierge team, so we are all saying the same thing to clients.  A great knowledge base is created, that can also be utilised when you need to train new staff. As a part of the Chat2 Concierge Service, this knowledge base is updated continuously. If there is a question the team can’t answer, we seek the answer from the business, to upload answer for next time.

The Chat2 Concierge team employ highly successful techniques to engage new visitors to your business and welcome returning visitors.  Our chat agents provide prompt, polite and personalised customer service which is paramount to representing your brand. We monitor and report on our performance by the second, which means our chat agents are some of the most responsive in the business. The concierge team have an average response rate of 18 seconds, with generally most chats answered in under 30 seconds.

“Chat is providing a huge opportunity for businesses to provide world-class service. At Chat2, we are answering chats for businesses within 30 seconds, with an average response time of 18 seconds”

Karen Lloyd-Collins – CEO Chat2

Our clients are attaining world-class response rates and alleviating the pressure on other communication channels.  They are standing out from their competition as they are now exceeding the response times customers are demanding. Chat2 Concierge can provide the resources for those periods of peak demands with an incredible return on investment. Many of our clients who have trialled the concierge service are still using the service since our launch, as the conversion rates on chat are improving all the time as the team works in partnership with our business clients.

We invite you to view a short 2 minute video on the Chat2 concierge service and how the team are converting 80 – 90% of chats for business internationally!

We welcome any questions through chat about our services, including chat integration, customisation, staff training, chatbots, FAQ creation and more.  Our Chat2 Concierge Service is also offered to businesses committed to other chat software. Visit us at www.chat2.com