18 July 2017
Chat on Your Website Provides Cover All Year Round for Financial Companies
Finance organisations especially insurance companies have really taken to live chat. Their busy contact centres often experience the usual issues when it comes to staff resourcing. The number of representatives can already be stretched before members of staff take their annual leave.
Companies in the finance industry have been using live chat to advise on applications for current accounts, savings and insurance policies, existing clients have also been using chat to update their details held on record.
Live chat has been proven to increase contact centres productivity as representatives can handle more than one enquiry, which they are limited to via other communication channels such as telephone and email.
The number of useful features within the Click4Assistance solution helps representatives to provide high quality service, whilst assisting with visitor enquiries swiftly and accurately. This includes:
Filling in a finance form can be confusing for some visitors due to the in-depth questions that need to be answered. An operator can use the Co-Browse function to view a replica of the page the individual is on and help them more accurately to answer the section that are experiencing difficulty with.
Some visitors may require more information about the financial company’s products or services, to encourage self-help the operator can select the relevant page and push it through the system via the Auto Navigate feature. The page will open up in a new tab of the visitor’s browser providing them with the information they require, this allows representatives to attend to more enquiries increasing their productivity.
Representatives can start to gauge what the visitor’s enquiry regards and prepare how they are going to respond with the Ghosting functionality, as this displays what the visitor is currently typing, helping the operator to maintain their response rate at a high level.
Representatives have access to a pre-set library of agreed replies to frequently asked questions to also maintain a high response rate. They can edit the selected one before sending to provide the visitor with the most relevant and accurate answer.
Configuring Live Chat to Increase Productivity
The Click4Assistance solution can be scaled to your organisations staffing resources, each member can have their own unique profile. Additional user licences can be easily added within the software, to enable more users to log in to cover the chat when experiencing high volume of enquiries. Representatives who are temporarily standing in for absent colleagues or are not stationed at their usual computer can access the browser version of the solution, saving time and the need to download software.
To ensure a visitor can get their enquiry answered via live chat, groups of operators can be divided into routing groups where the chats can be distributed to. If any users in the primary routing group are available the chat will go straight to them, if they can’t take an incoming chat, the system will check the back-up groups and assign the chat to an available representative.
Through toggling their availability status users are in control of their own workload. They may wish to turn themselves to unavailable when they are at their personal limit of chats, which will vary due to the complexity of the enquiry and the speed of the visitor typing. It is also good practice to switch to unavailable when leaving their desks to speak with a colleague or visit the bathroom etc. If the user is away from their desk for a long period of time they may prefer to log off to allow another operator to log in.
The Click4Assistance solution continues to support finance companies even when all users are unavailable or logged off, by having the facility for visitors to leave their contact information and enquiry. The completed details are sent via email to a designated email address but also displays in the “Offline Requests” area of the Dashboard. Representatives can view the enquiries and mark them when they have been actioned to ensure visitors have had contact with the organisation.
Don’t let the lack of staff members, especially during the holidays affect how your visitors are served. Ensuring each one has their enquiry answered satisfactorily couldn’t be easier with live chat. Click4Assistance has been working with the finance industry for over 10 years, including organisations such as Polaris, Card One Banking and Sheffield Mutual. For more information contact our team on 01268 524628 or email firstname.lastname@example.org.