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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.

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Chat Blog Uncategorized

Media Release – COVID19 crisis we can help

 

An online Australian business is offering a lifeline to businesses during this crisis of the Covid19, particularly those who are transitioning to an online platform.  Chat2 is offering any business – 3 Months Online Engagement Service at no cost.

Chief Operating Officer Karen Lloyd-Collins states:

“The conversations that we are currently having online are heartbreaking, particularly within the Tourism, Hospitality, Sporting Club industries, that we seriously want to help businesses get through this by supporting them online.  Even through this time of crisis, businesses still need to retain connection with customers. We are offering an easy solution to do this.” 

Chat2Concierge is assisting all businesses, small or big through this time of crisis.  We have innovative software and a professional highly trained team who is online 24/7 reassuring online visitors, answering online enquiries and most importantly encouraging future online bookings, sales and preventing cancellations wherever possible.

Marketing Manager, Di Wilcocks, Brothers Leagues Club in Cairns summed it up perfectly stating:

Chat2 is providing our club with consistency of message (particularly during these difficult times with the Covid 19 virus).  With a number of different staff running our reception the customer experience can vary. Concierge provides a consistent level of customer service and ‘tone of voice’.

More and more businesses are now going online in these difficult times, with businesses having to close, staff having to self isolate and towns going into lockdown. It’s important to have a system where you can easily connect and communicate with your customers.

“We are currently talking to many businesses, who are feeling over-whelmed and struggling to keep up in this fluctuating environment with the daily changes in government policy, directly affecting them.  We are fortunate enough to have a business model where we are operating “business as usual”. We want to seriously help businesses struggling through these tough times, so we are offering 3 months of our online engagement service for free.  This means having professional staff online 24/7 responding to your customer enquiries, reassuring your visitors and assisting with sales and future bookings”. Karen Lloyd-Collins (COO Chat2) 

If you would like to know more about this offer, email Chat2 at support@chat2.com or to register go to http://bit.ly/march2020chat2offer.

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Chat Blog Uncategorized

No more direct bookings for Trivago?

Look who was caught red-handed! 
After working with the hospitality industry for a few years assisting hotels to combat the lies and deception promoted online by the large international Online Travel Agencies (OTA’s), it comes as no surprise that their treachery has now been discovered!

According to the Australian Federal Court, Trivago, the Netherlands-incorporated giant has been caught in its deception of promoting hotels that provided the most revenue to them through advertising.  Trivago has been promoting itself on TV screens every night during the Australian tennis season, as being impartial, objective and a transparent hotel price comparison website. Instead it was announced to the world last night by all the major Australian news feeds and papers, that Trivago is actually a conniving, hypocritical,  insincere trickster of the general public. The Guardian What a surprise!

For years hotels ha ve struggled to compete against these massive OTA’s, who have been extorting 15 -20% of their earnings.  It is difficult to compete with these giants who have bottomless pockets of marketing dollars. Hence our Chat2Concierge service has evolved to assist hotels and tourism to meet this challenge.  When a visitor arrives on a client website, our team of professional engagement specialists are there to engage, promote the business by sharing specials, answering questions (pre-approved responses) and placing the buying and booking link directly in front of the visitor to click and buy in the moment they are looking to buy!

Dick Smith alerted everyone to the treachery carried out by the OTA’s 18 months ago when he explained in a video of how millions of dollars were being extorted from businesses into the pockets of huge international conglomerations.   You can view this video at Dick Smith reveals OTA extortion

Trivago has been holding hotels for ransom, as Trivago’s contractual terms work under a “cost per click” (CPC) agreement, where hotels have to pay Trivago a fee, if a consumer clicks on the booking site’s offer through Trivago. The CPC was payable by the hotel whether the consumer made a booking or not! Trivago fined as ACCC wins case in federal court over misleading conduct

The company was also found guilty of providing false and misleading price comparisons as they compared a standard room rate with a luxury room at the same hotel, saying they were providing a cheaper price when they were just offering the normal priced standard room in comparison to a luxury suite. 

Working with our hotel clients and conversing with their online visitors, we regularly receive questions regarding price comparison with OTA’s.  Questions come in the form of: 

“I was just on agoda.com or booking.com etc etc  and they are offering $150 for the deluxe room, but on your website it is more expensive.  So why should I book direct?”

We educate these visitors on the importance and benefits of booking direct on the hotel website. Benefits like no booking fees, no cancellation fees, easy to add to and amend booking, supporting the local economy and many hotels offer incentives for booking directly like upgrades, cheaper breakfast, vouchers to use in the hotel or a discount on the displayed price through free memberships.

Even yesterday, a visitor from the Agoda website arrived on our client’s hotel website and asked:

“Hey, Agoda are offering $30 breakfast – what is included?”

We reply along the lines:

“I am so sorry, we don’t know what Agoda offers, though we offer a $19 full buffet breakfast when you book direct with us!”

In this instance, the visitor replied with: “Great, I will book direct in that case.”

By encouraging direct bookings with hotels, our clients get to pay less commission to the OTA’s and keep more revenue in-house for spending in the local economy either through employment, refurbishing using local trades or even sponsoring the local footy club!

Now the deception of the OTA’s has been revealed publicly through the Australian courts, it is likely more and more visitors will now be visiting hotel websites directly to ask the question.  It’s important for you to be there when this influx of visitor traffic arrives through this current news story and your vistior is looking to book! So be there in that moment your online guests can be guided around your website, have their questions answered, promotions shared and most importantly quick access to the direct hotel booking link.

We have 2 upcoming free live sessions online to share with you the results our hotels are seeing online with an increase in direct bookings.  If you are interested in attending any of these four sessions just click on a link below and we look forward to meeting you online. We have a special offer in these sessions for January only and if you are in any of the fire affected areas in NSW, QLD or  S.A. currently we are offering our services at no cost for 2 months.

Click to book Tuesday, January 28th 10.30am – Hospitality/Tourism live session

Click to book Thursday, January 28th 6.30pm – Hospitality/Tourism live session

With Trivago, the court is still out on the fine to be paid but it looks potentially in the realms of only $1  million, despite this extortion has been going on for years! Thoughts?

 

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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!

Categories
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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