Established in the UK at the inception of the Live Chat concept, Click4Assistance was one of the first, ground-breaking providers to introduce live chat for websites.
Customer experience is king
Winning business on price alone is no longer a successful approach. Only 14% of consumers making purchase decisions based on cost. A recent UK study by the Institute of Customer Service indicated 58% favour a balance of price and quality of service. A whopping 27.6% preferring a premium service even if it means paying more! Organisations that are neglecting the service needs of their customers could be losing out on more than 85% of prospective customers.
Customer loyalty is also greatly affected along with trust and potential for recommendation. Score 9-10 for satisfaction and 96% of customers intend to purchase again, with 92% willing to make a recommendation.
So how can businesses capitalise on customer Experience?
Communication is the key
With the explosion of online research and shopping along with faster expectations for delivery things have changed. Time consuming activities and patiently waiting in line is no longer the ‘British way’. We expect great service, delivered quickly and easily on our terms.
Websites and online services have matured. The days of a basic shop window are long gone. In order to compete in the new customer-centric era, businesses offering their services online must not only be accessible. They must also provide a choice of methods for contact. Customer expectations have expanded to not only include great customer service but to receive it in the most convenient manner.
But what does it take to deliver the best Experience?
Unlocking online potential
Provide the path of least resistance. Choice is the crucial element for a consumer base that no longer want to be limited to holding in telephone queues or battling through IVR systems. In a world of instant gratification sending an email carries the uncertainty of when a response will be received. Live chat software (sometimes also called Web chat software) is just one option for time strapped website visitors to easily make contact in a private, secure and convenient manner via instant text based communication.
‘Experiences’ by Click4Assistance is not just live chat software. The solution offers a range of communication tools which can all be managed within one application.
With all your online communication requirements encompassed in one solution, operating, managing and reporting on your interaction couldn’t be easier. You can read more about all the tools included by clicking on the convenient link further down the page.
Let’s take a look at the options…
The Tools
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Live Chat Software : Easily add a button to your website. Allow visitors to click and start an instant text based conversation with your advisors. Or proactively invite visitors to chat with your team in a targeted approach. |
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AI : Hook into the AI database and allow a chatbot to answer your visitors questions in live chat for super quick service. This will automatically escalate to a real person to take over if needed. |
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Social Media : Receive and respond to Facebook Messenger enquiries alongside your incoming web chats for a one stop text based workspace. |
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Video Chat : Works just like live chat on your website. However also includes the ability to offer a one or two way voice and video feed to provide a more personalised experience. |
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Click2Call : The visitor enters their phone number which instantly and simultaneously connects them to your advisors by phone. Either offer a button or proactively invite visitors to make contact. |
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Meeting Rooms : Allow multiple visitors to join a group web chat experience with either public access or private, password protected rooms. |
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smartContact : Quickly and easily add a button to any page. Provide access to your unique contact form, allowing the visitor to remain on their current page. The details are emailed to you in real time. |
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Promotions : Present special offers, important information or your latest news based on your rules defined by visitor behaviour. This tool also has the ability to redirect the visitor to a specified page for further information. |
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Visitor Activity : Monitor visitors on your website in real time. Includes Hotspots for highlighting crucial pages, Prospects for alerts when your hottest leads or returning customers visit your site. Also Conversion tracking to link your sales and sign ups to chats that have occurred. |
Want to know how this will work with your organisation?
Your Solution, Your Way
Whether you are adding any of the tools to just one page or across the entire website, into an app, email or digital document, the solution can accommodate your requirements. Want to route to a specific department directly from the page? No problem. Wish to offer your visitors a choice of departments? Easily add a selector to your pre chat form. In fact, all aspects of the solution are fully customisable. This means you can brand the interface for a seamless fit with your website. You can also collect or present any information at any point during the visitor journey. From chat button to post chat surveys, the Click4Assistance live chat software allows you to define your visitors Experience.
But flexibility is not just reserved for your customers. In order to provide great customer service your advisors must be comfortable with the solutions they are using. They must be enriched and engaged while interacting with your customers.
Experiences by Click4Assistance provides an intuitive interface. This is easy to use and offers a range of useful features to ensure every interaction goes smoothly. The dashboard itself works in a similar way to your Windows desktop. It provides the ability to open or close access to various functionality, drag and drop to position conveniently and resize the windows.
Take a look at the links at the top of the page. These provide specific information for small businesses, corporate entities or public bodies. Or go to our clients page to see examples of organisations within your arena. You will also see how the software has worked for them.
Who are Click4Assistance?
Established more than 10 years ago, the first version of the Click4Assistance live chat software was developed and introduced solely to UK businesses. We have administrative offices based in Essex and our operational servers within Docklands, London. Click4Assistance is proud to provide online communication tools to UK universities, local authorities, the NHS and public services in addition to a great many British private companies.
We don’t just know about great customer service, we strive to provide it on a daily basis to our expanding customer base. But you don’t have to take our word for it! Take a look at our testimonials or Trustpilot page to see what our customers are saying. Or start a chat with us to try out the solution and meet some of the team. We are all happy to share our knowledge and love to see the solution making a real difference in contact centres and businesses around the country.
Click4Assistance offer a trial of our live chat software to ensure you are able to fully evaluate the success before making any commitment. And if you are not ready to trial, we can provide an online demonstration for a personalised one on one walkthrough of the software. Click the buttons at the top of the page to access the trial or request a demo.
