14 July 2022
What Is The Path Of Least Resistance?
Making it easy for your customers to communicate with you using tools of their choice is critical. Here we discuss some of the innovative and omnichannel solutions that Click4Assistance offers, including the ability to add a chatbot to your website.
Making website communication easy for visitors is essential. According to data from Invesp, 73 percent of customers find live chat to be the “most satisfactory form of communication with a company.” Furthermore, customers who use live chat may spend up to 60 percent more on purchases than those who don’t.
However, some firms only offer narrow communication options. Customers can get in touch with them via some platforms, but not others.
Naturally, such setups aren’t ideal. Customers must switch to platforms that they prefer not to use (causing them inconvenience), or communicate with you in ways that make them feel uncomfortable. The result? Lacklustre engagement, dwindling sales, and inconvenient interactions for customers.
Fortunately, Click4Assistance offers a wide range of communication tools for every industry and user. Customers can communicate with you via chat, video or call. And they can do so using standard apps.
Click4Assistance’s messaging platform solves two key problems faced by firms communicating with customers via chat apps.
- It integrates with and collates multiple third-party chat services into a single omnichannel platform
- It makes it easy to route messages to specific departments
Click4Assistance’s solution allows you to funnel communications from WhatsApp and Facebook Messenger, as well as SMS. For both users and agents, the experience is seamless.
Facebook Messenger Integration
Facebook Messenger is among the most popular chat platforms in the world. 1.3 billion people use it every month. Therefore, Click4Assistance integrates it directly into its messaging platform.
Functionality is the same as in the app. Agents and customers can transfer files to each other via our quarantine servers, and use the standard array of emojis, photos, and sticker options.
Agents can also use message templates to notify users of certain events. These might include confirming purchases, telling them about changes to their accounts, or providing them with advanced warning of updates.
WhatsApp is even more popular than Facebook Messenger with an estimated 2 billion users. What’s more, it’s a platform that people love. The average Android device user, for instance, spends more than 38 minutes on the app per day.
C4A’s WhatsApp integration into its messaging API lets you communicate with customers seamlessly, on a medium of their choice. The tool makes it easy to set up your own dedicated WhatsApp number and share it with your contacts. You can also post your WhatsApp contact details online, whenever users see your brand name, including on Google Search and Maps. They can then contact you directly, without having to switch medium.
Just as with Facebook Messenger, you can use WhatsApp integration to send various template messages to your customers. Send notifications in bulk, or individually – the choice is yours.
A subset of businesses still relies on SMS messaging to communicate with their customers. While it is an older technology, it still has tremendous value. SMS messages can be great for marketing purposes. For instance, research shows that SMS has a 98 percent open rate compared to email marketing. Moreover, 60 percent of customers read SMS messages within 1 to 5 minutes, making it a great tool for communicating urgent messages.
C4A’s omnichannel messaging platform integrates SMS directly. Just as before, you have your own SMS phone number through the channel which you can promote to all your customers. And you can communicate with your client base without requiring them to download any specific apps – all mobile phones come with integrated SMS as standard. Just send messages to your customers, charged at the network rate.
Helping customers follow the path of least resistance also involves implementing chat solutions directly on your website. Click4Assistance’s LiveChat solution connects with customers the moment they arrive on your homepage, allowing them to get in contact with you immediately if they have any questions using a chat box in the lower right of the browser window. You can also add a chatbot to your website to route general queries or answer frequently-asked questions.
Live Chat lets you take the path of least resistance by:
- Reducing the amount of time agents have to allocate to each enquire by letting them handle multiple queries simultaneously
- Routing direct inquiries to the right agent, using automatic allocations and work queues
- Reducing response times by showing what the user is typing in real-time, using ghost text functionality
While the majority of customers want to communicate via instant messaging, some still prefer to call. With C4A’s Click2Call, visitors can make free phone calls to your agents and communicate with them over the regular phone network.
Set-up is easy. First, add credit to your Click2Call account. Then, display a Click2Call button on your website. When visitors click it, they simply enter their phone number for rapid connection to an agent.
Click2Call encourages conversions and eliminates costly international call charges for customers. Overseas customers find it much easier to contact you directly, instead of wasting time seeking free alternatives.
Video Chat takes the LiveChat and Click2Call concept further, allowing you to provide instant video chat to customers who arrive on your website.
Video chat reduces resistance by:
- Letting you build trust instantly via two-way direct communication with customers on the homepage
- Enabling eye contact with customers and proving your legitimacy
- Going the extra mile compared to your rivals
- Provide product demonstrations live, whenever customers ask for them
Video chat offers the same features and functionality as Live Chat listed above. Plus, you can arrange your branding around the video window for greater impact and brand recognition.
Following The Path Of Least Resistance: The Bottom Line
Helping your customers follow the path of least resistance means including as many communication tools on your website as possible. For customers, communicating with you should be just as easy as it is with friends. With Click4Assistance’s suite of solutions, they can avoid cross-compatibility issues and connect to an agent immediately via a channel of their choice.