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Chat Blog Uncategorized

Why You Only Pay $1/hour!

Aloe Blacc performed at the closing ceremony of the Invictus Games in Sydney, Australia with one of his hit songs “I Need a Dollar”!  I had an amazing experience seeing Aloe Blacc perform in February this year, through a terribly dark time as my son was seriously ill in hospital with Ulcerative Colitis and he was potentially having to undergo life saving surgery.  I had booked the tickets several months ago and Aloe was performing only 10 minutes from the hospital, so my husband and I decided to attend. It was such a great night, a real stress relief and Aloe’s performance will stay with me for a long time to come. I loved this line “A dollar is what I need” as that is also what we charge many of our clients – $1/hour!

Why Consider Live Chat?

At Chat2, we are serious about businesses being able to access and afford technology like Chat2. Businesses can virtually grow overnight when they employ a live chat channel.  We are constantly asked “But How Can You Charge $1/hour?” There are four strategies we employ which are explained later in this post. We are serious about offering live chat so it is affordable with a great “return on investment” (ROI) for businesses.  We provide businesses with a voice to stand out in the noisy online space.

Managing a business is tough, especially when it comes to standing out online! Your competition is only a click away so you need to make your business different. But “how” is the question? You may say I am already spending so much on a website, on social media advertising, on lead generation services and the internet has so many businesses in our industry, how can I differentiate myself – is there an easier way? We believe there is…..

To stand out online you need to be providing your customers with answers to what they are looking for fast and effectively. Online visitors no longer have the patience to wade through multiple pages on your website, if they don’t see what they are looking for in the first 60 seconds, they are more than likely to click away from your business. Online visitors are impatient and different to those who pick up the phone or send you an email, those customers have already committed to you.  The online visitor is still in the early stages of the sales funnel, but with live chat you can move them through that funnel very quickly.

If you are there in the moment, when the online visitor is looking and preparing to buy and in that moment you reach out with a friendly   “Hi – we are online – how can we help you today?” They ask a question and receive an answer immediately from a real person, who do you think they are more likely to buy from?  From our experience we are finding that its “you”! You are standing out from your competition in that moment, you are answering their questions in the moment, there is no need for them to go anywhere else or seek out your competitor!

Chat2 also gives you the  opportunity to capture new prospects/leads when they first start to investigate the products/services you are offering.  So no longer will you have to engage the costly lead generator services that provide you leads that are mostly worthless or not relevant as the leads you get from Chat2 are direct from your own website – so very relevant.  We know what it feels like paying out hundreds of dollars for worthless leads, so why not get your own website working for you? After all the investment you have poured into it, isn’t it time to get something back?

Why Businesses Fail with Live Chat

Many businesses fail with introducing chat for several reasons:

  1. They are too slow to answer chats;
  2. They don’t have the resources to answer chats;
  3. They miss chats;
  4. They don’t have an effective knowledge base set up and linked to chat to provide immediate responses and replies.
  5. Ineffective chat techniques;
  6. They don’t take the customer through the 4 stages of a successful chat.

Constantly manning a chat with your own resources is tough and expensive, particularly if that employee is costing you $30/hour or more!

One of our manufacturing clients was using first year engineers as their first tier of technical service, costing them an absolute fortune.  They also struggled with high staff turnover as these new recruits became bored answering the same technical questions over and over again. With low staff retention, the recruitment and training process would start all over again.  Now that is an expensive exercise!

Of course we have many clients who manage chat well, as it has been set up effectively.  They have a comprehensive and solid knowledge base (we help with this), they may roster people on chat or they have people constantly in front of a screen as a part of an admin role.  But not all businesses are set up like this and can afford to have someone dedicated to a screen all day

It’s really important that you do answer chats immediately when they arrive as chatters just don’t wait around. They are seeking immediate answers.  If they don’t get an answer at your website they will just find one that will provide them with immediate responses!

We solve this problem for businesses by setting up your chat effectively and answering chats for as little as $1/hour! How?

Why We Can Answer Chats For Only $1/hour!

We have a team of professional chat operators who answer chats for a wide variety of businesses.  Due to our technology, efficiency, experience and structure we can offer this service at a seriously affordable rate for most businesses.  

Here’s how we can charge $1/hour….

  1. Our Concierge team operate from a Global Dashboard that links hundreds of websites to the one working dashboard.  At a single glance our operators can answer the chats in the order they arrive from hundreds of businesses. As they are operating from a single screen, they can answer chats fast and effectively.
  1. Highly trained professional chat operators can answer up to 7 – 8 chats at a time!
  1. The comprehensive knowledge base we create as part of our service is linked into our artificial intelligence (AI) chat technology.  An answer can be obtained, personalised and sent in a matter of seconds in response to a question.
  1. Chat operators are grouped into industry teams.  They become highly experienced answering chats for that particular industry which means fast effective and knowledgeable operators!

So with the assistance of AI technology, our operators can answer chats efficiently and provide the right answers consistently.  We are experienced across a range of industries and can chat for more than one business at the same time with a single operator, which means we are saving you money.

The Chat2 team have been answering chats since 2016 and we are serious about keeping costs down for businesses and making live chat technology and service affordable and easy to implement.

If you want your business to Save Time, Save Money and generate more Sales, try out our Chat2 Concierge Service.  It’s great value for money with an excellent return on investment.

Try out 100 hours of our service for only $50! That will have us answering chats for you for 2 weeks!  You can sit back and relax and we will answer all online enquiries with a specific knowledge base crafted to your business; highly advanced software; and friendly, professional experienced chat operators.

Interested in giving it a go? It’s so easy! Find out more here!

And “A dollar is all you need!”  for 1 hour of having a professional live chat team answer all your online enquiries in the moment your online visitors are ready to buy.  So you won’t miss out on any more sales, leads or the opportunity to provide world class customer service online.

Just go to chat2.com/100hrs-50off to ensure your business stands out today!

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Chat Blog Software Updates

Chat2 – Global Dash – This is why we are so fast!

We are faster than ever before!
How fast do you respond to your customers online? Within the hour, 1 day or 48 hours?  I still receive email acknowledgements from well known companies advising they will get back to me in 3 days! Seriously – why would any of us want to do business with a company that will make their customer wait 3 days for a simple first response?   In today’s online world – it’s very simple to find a competitor who is faster.

The Chat2 concierge team respond to online visitors for our clients within an average initial response time of 19 seconds! In the last 12 months our tech team have created a new Global Dashboard so our team can respond faster than ever before for our clients. I will explain how we do this later in the post.  But firstly let’s understand why responding fast to your customers is so essential in today’s technological world for businesses.

1. As customers can access services, products and information in a matter of seconds, they no longer expect a fast response from companies, they are demanding it!

Fast Response = Meet Customer Expectations = Happy Returning Customers.

The CMO Council found that a fast response time was the most important attribute of good customer service.

2. A fast response makes your customer feel as if they are important to you and that your business cares about them. By responding quickly you are developing trust and rapport with your prospects which is essential for any business relationship.

3. If you don’t respond fast in one channel, the customer (if they haven’t given up) will try another channel to contact you, creating more work for you and your team.

4. Finally, responding quickly to your customers will grow your business. Customers will tend to go back to a business with who they received outstanding customer service. Isn’t that something we all want to do – GROW– especially with the challenge of noisy online space?

The Northridge Group’s “Customer Service Experience Report” found that 40% of our millenial generation wait 60 minutes before contacting you in another channel.

I actually think that is quite generous of that generation, Baby Boomers tend to be far more demanding – sorry Baby Boomers – I am sure its not all of you!

“What if you take too long to respond?”

Let me ask – what happens when a company takes too long to respond? What do you do?

More than likely you will seek out a competitor who will respond faster or if you are already a customer you are likely to stop doing business with that company.

According to smallbiztrends.com 89% of people surveyed in their Customer Experience Impact Report claimed they had started doing business with a competitor after poor customer service.

Poor response time certainly reflects poorly on how a Company delivers. It makes you wonder if this is how the company is going to attend to your requests – SLOWLY! We can no longer afford to be slow in responding to our customers, unless we prefer no customers.

“It’s Challenging for Businesses to Respond Fast” 

Quick and Effective Responses to online customers is challenging for businesses.  They may not have the staff, time or capacity to respond effectively to constant repetitive questions.  Staff become overwhelmed and bored with the same repetitive task in having to respond quickly to the same questions, leading to poor customer service and high staff retention costs.

I was speaking to a Manufacturing company recently who employ first year Engineers to answer chats.  Day in, day out, after a four year degree, these professionals are having to answer repetitive, basic technical questions fast to customers to provide a technical support service.  What was being observed was a high staff turnover, high training costs, low job satisfaction and slow, poor customer service. This problem was easily rectified by the implementation of a live chat service with a solid knowledge base.  The basic technical issues were able to be answered fast, effectively and at a much lower cost with a significant improvement in customer service and corporate image. Higher level technical issues were transferred to the first year Engineers who now had more complex problems to solve.

Responding fast to customers is a huge challenge for companies and at Chat2 we have solutions to solve the challenge!

“Solutions” 

Over the last 12 months, our Chat2 techie team have developed a multi-instance Global Dashboard for our operators.  What this means is that we can link hundreds and hundreds of websites to one Dashboard. So our operators don’t need a Dashboard for each client, they are operating on one Dashboard where they are alerted to a new chat from any of the hundreds of businesses linked to the Global Dashboard.As shown in the image at the top of this post.

We have specialised teams of Chat operators for each industry who answer chats.  After we set up the knowledge base for the client, the artificial intelligence (ai) built within the software can draw upon this knowledge base to answer chats (even technical chats) fast and knowledgeably.

The Global Dashboard has made our team faster than ever before! No longer do we require multiple screens and multiple windows open, we only need one screen and one browser window – with the Global Dashboard open. On this one screen multiple client websites are linked to the ONE Dashboard. So we are alerted in the same space of an incoming chat from a hotel client or real estate client or one of our retail clients, we don’t have to flick between several screens.  This technology has made our Chat2 Concierge team faster, more effective and more efficient than ever before! It has also allowed us to take on many more clients without having to increase staffing numbers.

We also offer a wide range of other services from our hybrid chatbot/concierge service, personalisation, chatbots, CRM/ticket system integrations, real time feedback, digital user experience analytics, social media monitoring and engagement, predictive analysis, customer service/front office automation, self service automation, omni channel engagement, customer journey mapping and data analytics and management.

Keen to test the expertise of our Chat2 Concierge team?  Ready to impress your customers with immediate, knowledgeable and friendly responses? Ready to attract more customers online? Ready to grow your business?

Trial the Chat2 Concierge team – you will love our service!

For a short time only we are offering a package deal of 30 days free software trial and 50 hours concierge for 1/2 price. Check out our Offer

Categories
Chat Blog Real Estate

Real Estate & Live Chat – The Perfect Combination!

 

 

A frantic message was received by the Chat2 team on the morning of 12th October, 2018:

“We have just been evacuated so we can not answer the phones. If needed, please advise online visitors that the office has shut down due to an electrical fault and please assist them as best you can…”

Our clients rely on us to ease their worry when the unforeseen happens.  At Chat2 – this is a normal part of our everyday business; there is always some drama at the front end of business for our property clients, though we are there online to answer any question that may come our way from prospects or current customers.

The Real Estate industry has changed significantly over the last decade in the way a connection is made with homebuyers.  Previously you met many of your prospects at a Sunday home open with a warm handshake or at the agency where you could engage your buyer with expertise and warm charm. Though nowadays, the start of the home buying journey is different – it is online and it is essential real estates are there online to greet their potential buyer.

Have you considered live chat or a combination of live chat and chatbots?  There are many property agents utilising this channel including realestate.com.au, so it’s time to evaluate and seriously consider an online chat channel as a new way to connect with clients. With live chat you are likely to pick up more online enquiries and relieve the pressure on your reception team.

Homebuyers have access to property listings, photos, historical sale prices, schools in the area and can even take a Google virtual walk down the street they are considering, at the click of a mouse.  Previously this information was inaccessible to a homebuyer unless they met with you as an agent, but now it is delivered immediately to the homebuyer online.  So if you are there, in the moment, when homebuyers are online (often after hours), you are more likely to engage and assist these prospects while they are in the research and investigation stage.  This is a game changer for your property business and can put you ahead in the industry. You are providing prospects with instant responses to questions, which is what is expected in today’s age of technology.

“Online customers no longer expect fast responses, they are demanding them!”  COO – Karen Lloyd-Collins – Chat2

The Real Estate Trainer (a popular online resource for real estate agents) advises agents to respond within 5 minutes to an online client, after this time your chance of securing a new client drops significantly.  At Chat2, we believe you have to be faster and respond within 2 minutes for online enquiries, our average response time across our real estate clients is currently 18 seconds.

“We no longer measure response time in days or hours, we measure in seconds.” COO – Karen Lloyd-Collins – Chat2

The Real Estate Trainer advises that nearly 78% of prospective homebuyers stick with the agent who answers them first.
At Chat2 we have seen great success using live chat for property managers, it is making daily operations so much easier as you chat with multiple lessee’s at the same time and answer the same questions quickly assisted with ai (artificial intelligence).

Last month we received this chat on a Saturday afternoon after the business was closed.

“Help there is a large ferocious dog in my backyard – my phone is locked in the car – I have secured all the doors and I feel like a prisoner in my own home!”

Yes. A real situation our team easily managed.  The Chat2 team were able to assess the situation, reassure the tenant and calm them down, our client was alerted directly and sought assistance for the tenant, all the while, the chat2 team were online chatting with the tenant.  Yes, we do go above and beyond for our clientele!  Sure these are odd situations, but they happen.

Generally many of the questions received in chat are “How do I apply for a property?” “When is the next open home for …?” “What 2 bedroom properties do you have for sale or rent?” “I have a leak – can I have a maintenance form?”

To see a sample of FAQ’s and responses we provide daily for our real estate clients, visit www.chat2.com/2/real-estate.

The main benefits of live chat for the real estate industry is:

• Providing immediate and fast responses which is expected from clients researching property online.

• Answering questions from multiple clients/lessees at the same time, so no longer just one to one with email and phone.

• Saves time in not having to reply to an inundation of “contact requests” via email or phone.

• Answering the constant barrage of frequent questions with knowledgeable and consistent responses “on brand” and “on message” with the ai built into chat software.

• Providing a friendly online welcome with guidance and information for prospective homebuyers, landlords and current customers.

• Generating more qualified leads and enquiries by being available in real time online.

At Chat2 we have worked with many Australian real estate and property management teams for the last 2 years, providing the tools, insight and techniques to use the live chat channel. We assist real estates to engage and convert online customers. We offer a professional real estate chat team to answer enquiries for real estates 24/7 with real people or accompanied by chatbots.

If you are interested in a free trial of Chat2 Software and Chat2 Concierge Service, go to www.chat2.com and mention this blog in a live chat with one of our team. Of course, if you prefer email we are available at support@chat2.com.

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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……..

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