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.
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