Categories
Chat Blog

How to be more ‘OPEN’​ for business this Holiday Season

With the Festive season upon us and staff winding down for the school holidays with plans for local vacations and staycations, our team are ramping up the for holidays!

2020 has been such a challenging year for many businesses and we are lending a helping hand to those who are struggling to remain open this Christmas. So if you are keen to remain open especially in the online space where the amount of visitor traffic has increased substantially over these last few months – then read on…. as we can help!

With the significant increase in online traffic, some businesses are struggling to keep apace to respond in a timely manner to the number of enquiries they are now receiving. We are helping many businesses to respond to their customers in the moment they arrive online, on their website or Facebook page, with a team of real people, professionally trained in your industry. We have been working in the online space for the last 6 years and we know the commonly asked questions and how to gain the trust of the online visitor to either encourage them to book directly in the moment they are motivated to buy or at least to get their contact details for your team to follow up and convert.

How do we know what to say? As a part of our Chat2 Concierge service, we create a knowledge base specific for your business. Apart from having the responses to questions that we see all the time, we also review your website to add those that are also likely to get asked. Your staff can review and add to this knowledge base before they go on holidays!

Once the knowledge base is approved, it is uploaded into our software where our team utilising the AI interface can draw upon the knowledge base to answer questions fast (on average 19 seconds), we personalise and edit the responses to ensure they are relevant for the questions being asked, we hold a genuine warm friendly conversation online with your customers (yes, don’t expect every chat to be done and dusted in 2 minutes, that doesn’t work on this channel), we obtain trust to either get the customer to buy in the moment or we obtain the contact details for you to follow up as well as adding to your own database.

We can answer general enquiries, or even some specifics depending on the quality of the knowledge base, we can take bookings, make bookings online, we can even respond to clients on emails as an additional service during the holiday season to encourage more sales and ease the burden of your own staff upon returning to work. Our aim is to promote and encourage purchases in the moment the customer is online. Or we obtain quality and genuine leads to push through to your skeleton staff to easily finalise the sale as we have done most of the qualification work.

Just by being there in the moment, consistent and responding fast, you are more likely to attract more enquiries than ever before. To keep your business growing and sales coming through during the festive season while most of your team are taking a well-earned break.

We are already saving our clients so much cost in ongoing labour costs just by being there and able to easily manage and answer online enquiries around those constant and repetitive questions knowledgeably. This infographic shows these savings for five of our clients.

As we are answering conversations for others in your industry and our operators can be managing up to 8 -9 conversations simultaneously we are able to take advantage of economies of scale and offer this service at an exceptional cost.

You can use our service just for the festive season (there is no contract) or you can choose to use us just for outside of business hours or of course every month 24/7, it’s your choice! Only until the end of November – you can accept an offer to start in December for only $30 for the first month. The knowledge base creation is normally $199 to create, though we will also include this and our Google Analytics integration for 12 months (normally a monthly fee) though this special ends Sunday midnight.

This offer will be available at this link for the next 3 days for Black Friday sales – just go to https://chat2.com/cash_in_online_this_christmas/
Categories
Chat Blog How Fast is Fast Enough? Industry Trends

Customers Want Your Business Now!

How people engage online has dramatically changed due to technology, and further magnified by the events of 2020.

Do you remember Veruca Salt from Willy Wonka & the Chocolate Factory?

via GIPHY

One of the most dramatic shifts has been the immediacy of service demanded by customers.

According to a report by Hubspot 90% of customers rate an immediate response as important or very important when they have a customer service question. 60% of customers define immediate as 10 minutes or less!

With Chat2 Concierge you have the benefit of our service specialists assisting your online customers 24/7.

In fact our average response time is 15 seconds or less! 

Our clients are now redirecting traffic from their other channels such as email, telephone and contact forms back to their website to be assisted by our team.

Not only will your customers be happier and more loyal, but the amount of enquiries you and your staff have to respond to is also significantly reduced.

Chat2 Us now about we can maximise your online revenue and engagement.

Categories
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.

Categories
Chat Blog Uncategorized

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.

design

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.

Categories
Chat Blog Uncategorized

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.

woman-work-computer-happy

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!

Categories
Chat Blog Uncategorized

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

Categories
Chat Blog Uncategorized

How to generate more online sales in 2017!

Screen Shot 2017-01-02 at 12.11.52 PM

 

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.

Screen Shot 2017-01-01 at 4.33.21 PM

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.

Screen Shot 2017-01-01 at 4.31.55 PM

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.

————————————————————————————————————–

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.

Categories
Chat Blog Uncategorized

Do you ignore your online customers?

Screen Shot 2016-05-07 at 11.15.35 AM

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.