Share this live chat software article on facebook
Tweet this web chat software blog on twitter
Pin this blog on how to add live chat on websites within pintrest
Share this information regarding a live chat service on linked-in
Use google plus to share this news relating to live chat software
Channel the Easter Bunny’s Productivity
DATE
This Live Chat Software Blog was Published On
TAGS
Associated Tags that are related to Web Chat Software
AUTHOR
The Author of this Live Chat Service Article
VIEWS
Number of views this blog has had

14 March 2019

Gemma Baker

606

Channel the Easter Bunny’s Productivity

Easter is just around the corner, and many organisations will be offering their spring deals. With two sides of every story, businesses need to ensure they make things simpler for both the consumer and their staff.


Navigating a website that has been updated to show the latest offerings and deals, should not turn into an Easter egg hunt for the consumer. There are several tools that can easily aid the visitor in their browsing journey.

Visitor Activity

Visitor activity enables organisations to study consumer behaviour and identify key areas on their website that are popular or may have an issue. This helps businesses to make amendments to the relevant webpages and enhance the customer experience further.

As part of real time monitoring, advisors are able to use co-browsing which replicates the webpage the visitor is currently on and shows previous pages viewed. This allows the representative to see what the consumer is experiencing as they journey through the website.

If an organisation doesn’t want to co-browse with every single visitor, but require to know what key pages they have viewed, hotspots can be set up that help representatives to see at a glance the information they need. Specific or multiple pages can be colour coded for instant recognition, which allows operators to identify individuals who are more likely to complete a purchase. These can be updated at any time to take into consideration current deal pages.

Promotions

Best live chat provider automatically directs the visitor journey with promotions

Whilst browsing the website, Promotions are another way to reduce your site turning into an Easter egg hunt. A Promotion is an image that appears based on the duration the individual has been on the website and/or the webpage(s) viewed. If a Promotion is accepted, the visitor is automatically directed to another page; therefore it is a great sales tool to bring many consumers attention to important information or any special deals.

The image can simply be uploaded to the software, where the specific settings can easily be applied. This allows companies to stay in control of what is displayed and the redirection in the visitor journey.

Proactive Invites

A similar sales tool to Promotions is Proactive Invitations. They also appear based on the rules applied, however, instead of automatically redirecting the visitor to a webpage, the image invites the visitor to chat where they will be connected instantly to an advisor should they accept.

An Invite can be configured to display across the website after an allocated amount of time. Alternatively, they can be set to show on a specific page(s). This includes checkout pages to reduce cart abandonment, on key pages in the buying cycle to help ‘close the deal’, or after an individual has been redirected via a promotion and has spent time browsing the webpage (expressing an interest in the information).

Live Chat

Proactive Invitations aren’t the only way to initiate a chat session. The most common way is to have a chat button present on a company’s website. Alternatively, the link that launches the chat window can be included behind any image or link, therefore not only can the instant communication channel be accessed on a website it can also be included in emails as part of the conversation or within an individual’s signature, within digital documents, and social media posts and profile bios etc.

Become the Easter Bunny

The best live chat provider helps your operators to increase their productivity

I’m not saying don a pair of fluffy ears and tail, but once a visitor is participating in a chat advisors can channel the Easter Bunny‘s productivity and deliver a satisfying service to everyone, just as this iconic character did with sweet treats and eggs for his/hers audience.

Some organisations will limit the amount of time an individual has to enquiry, therefore live chat has several tools to speed up the advisors response times whilst providing accurate information, helping them to successfully handle multiple enquiries simultaneously.

  • Predefined Replies allow operators to select pre-agreed answers to frequently asked question, with the ability to edit the chosen response to ensure it fully answers the visitor’s enquiry.
  • Ghost text shows what the visitor is writing in real time as they compose their message, allowing advisors to gain a understanding of what they are about to be asked, giving them more time to think of their response.
  • Auto Navigate, enables individuals in chat to be automatically redirected to a webpage that already has information relating to their enquiry.
  • Whereas File Transfer allows documentation to be sent during a chat if the information is already available as marketing collateral.

To find out more regarding how your organisation can increase productivity and be more like the Easter Bunny this April, contact our team on 01268 524628 or email theteam@click4assistance.co.uk.

Click4Assistance is the UK’s leading live chat software provider; our experts have been advising organisations for over 10 years on how to improve online business with the instant communication channel.



WE HELP BUSINESSES COMMUNICATE

UK providers of live chat software and online communication tools to a range of industries, we offer a cutting edge, resilient and proven live chat solution backed-up with first class support and advice.

FIND OUT MORE

Photograph of the Author

BLOG ARTICLE AUTHOR: GEMMA BAKER

Gemma is a Marketing Executive for UK web chat Provider Click4Assistance, with a range of knowledge in live chat software and customer engagement channels, customer service methods and improving online business.






WE HELP BUSINESSES COMMUNICATE

UK providers of live chat software and online communication tools to a range of industries, we offer a cutting edge, resilient and proven live chat solution backed-up with first class support and advice.

FIND OUT MORE

An image of the Author

BLOG ARTICLE AUTHOR: GEMMA BAKER

Gemma is a Marketing Executive for UK web chat Provider Click4Assistance, with a range of knowledge in live chat software and customer engagement channels, customer service methods and improving online business.






SMALL OR MEDIUM SIZED ENTERPRISE

Cost-effective live chat software, proven to increase lead generation and customer satisfaction. Easy to implement and customise, the solution supports your business out of hours with the ‘leave a message’ feature.

CORPORATE ORGANISATION

Integrate our compliant solution with your existing systems for a seamless implementation. Intelligent chat routing ensures multiple department capabilities. Measure your ROI and monitor operators’ KPI’s with the Advanced Reporting Suite.

THE PUBLIC
SECTOR

Increase productivity, reduce resource costs and improve customer satisfaction by answering multiple enquiries simultaneously with live chat software. Mitigate budget restraints, support digital transformation and help customers during online processes.