04 June 2019
Improving Online Communication within the Finance Industry
In today’s society, scams have adapted to be more subtle than the Nigerian Prince offering to share a portion of his wealth. Some are so authentic looking appearing to have been sent from a ‘legitimate’ business, it’s no wonder that consumers are more cautious with what personal information they share.
This can be an issue for finance organisations as they require more sensitive information when processing potential customer requests (applying for credit card, gaining quote for insurance or completing a form etc.) which can affect their lead generation and conversion rates. This is why it’s crucial they use one of the best live chat providers.
Protecting the Consumer
Click4Assistance provides several communication tools within one solution that enables finance organisations to offer secure contact methods which increases engagement with consumers. We have been helping the finance industry for over 15 years to successfully turn the most wary individual into a satisfied customer making us the best live chat provider for the sector.
Live chat software is a one-to-one communication channel that allows a visitor to directly enquire via the company’s website. They are instantly connected to an advisor who engages with them via text-based messages in real-time.
Click4Assistance live chat solution provides a channel that is as secure as a typical payment page. All data is stored in line with data protection regulations and guidelines set out by the FCA. If an enquirer was to enter sensitive data such as credit/debit card information, the system restricts this from transmitting protecting the visitor’s data.
In addition the text-based live chat, a video feed can also be included. This allows a voice and face-to-face feed to be exchanged. Using video alongside the best live chat providers can help organisations protect their customers’ data by adding another level of security for the individual to pass before being able to discuss account specific information. Not only could the organisation hold photo identity of the person to check against, they are also able to see their body language allowing them to see if anyone looks distrustful.
There are many reasons why a consumer may not want to contact a company. They may not want to provide their contact details when they are just investigating (sending an email will give the company their email address, and some organisations have displays on their phones therefore the enquirer’s number would show.) Some may find it expensive to ring a company, whereas others prefer to look for the information themselves before making contact.
A chatbot automates the live chat functionality, allowing artificial intelligence to provide the right answers to the enquirer. It is a quick way to ask questions and it doesn’t necessarily have to involve a human operator. This allows the visitor to stay in control and only provide the information they wish to reveal.
Organisations can set up the chatbot to ask questions to identify the visitor, to answer frequently asked questions, and offer to transfer to a human agent or provide other contact details if they are unable to provide the correct response. Chatbots can improve the quality of communication as the agent can take control of the interaction when it is necessary for them to intervene whilst being provided with all the information that has occurred.
For those who are discouraged from calling a company when they have questions due to additional charges being added onto their phone bill, Click2Call allows visitors to request a free phone call over the normal network. It works by the visitor entering their name and number into the pre-call form, which is submitted to available agents, as soon as one accepts the request both phones are connected simultaneously.
Using Click2Call also reduces any unknown waiting periods for the enquirer, as they are not held in queue and their phone rings when the agent is available to speak with them. This allows them to carry on with other activities until they are connected.
Click4Assistance is one of the best live chat providers and has proven successful within financial organisations, ranging from insurers, mutual/building societies and loan companies. For more information on our how our communication software can help your business increase engagement with your website visitors, contact our team on 01268 524628 or email firstname.lastname@example.org.