No one likes a pushy salesman or a complacent customer service rep. When visiting a website with a live chat option, you could get either one. The uncomfortable sales interaction is no longer limited to the brick and mortar environment. As more companies look at adding this interactive feature to their sites in an effort to improve customer service, many will fail.
A staggering 72 percent of the participants in an Internet shopping survey conducted by LogMeIn (News - Alert) said live chat was their preferred method of communication and 67 percent said they would be more receptive to being proactively invited to engage in a live chat. So how is BoldChat’s proactive live chat different than other live chats? A recent BoldChat video shares the inside track.
For one, proactive live chat offers different options to engage and it can be done either manually or automatically. Invitation forms can vary according to the company or audience type. Many of the proactive features are a focus on customization and truly gearing the services to meet the needs of both the customer and the business.
The self serve option combined with BoldChat’s professional service staff is a great bonus. Even after the proactive chat is installed, companies have the ability to go into the application and make changes they want. If they come up against a road block, they simply call the staff at BoldChat for assistance – something rarely offered in a live chat solution.
For a number of companies, live chat is like direct marketing for the Internet, with the benefit of real-time interactions. As a result, companies are always testing their methods to create an environment that produces the best results. In this process, there needs to be a way to manipulate the software in as close to real-time as possible to ensure users can react to what they see.
When companies view live chat as another channel for sales, the focus is conversion and assisting customers at that precise moment they need it. BoldChat clients are reporting a significant difference in the percentage of visitors that engage the proactive live chat rules versus other live chat options, a considerable value-add.
One of the key benefits is the ability to see just how proactive live chat is impacting day-to-day operations. A quality reporting option can be accessed regularly to measure performance and adjust as needed. Plus, customers are given the opportunity to rate the company’s representatives after every live chat. This allows managers to see performance figures and gauge which areas need improvement.
The platform also includes the ability to use discussion messages between operators regarding e-mails and chats. It’s a simple way users can handle issues and resolve things internally.
Proactive live chat also offers the ability to use canned messages to answer customer questions as quickly as possible. However, unlike other live chat services, proactive lets reps interact with customers on a real level so they don’t feel like they are talking to a robot.
As customers often happen upon a site looking for an answer to a question, they don’t always know where to look to find the information they need. BoldChat has built a platform designed to enable seamless communication between a company and its customers to drive a quality customer interaction and increase conversions – the optimal online experience.
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Edited by Amanda Ciccatelli