30 November 2021
The Perfect Contact Centre Live Chat Solution
Find out more about live chat software technology such as Click4Assistance can empower your businesses or organisation to better engage with your audiences.
For many people, it’s no secret that online communication has become the predominant method of conversing with others. According to recent statistics, 52% of respondents confirmed that they mostly communicate with others through instant messaging platforms.
The prevalence of online communication, especially for business and online shopping purposes, is also set to rise. Part of the reason for that is undeniably due to the ease and convenience of communicating with people.
Contact centres, in particular, must meet the changing landscape of customer communication. That’s why it makes sense to have a superior solution that offers live chat for website communications.
The Importance of Contact Centre Chat Solutions
In today’s digital age, convenience is high on the agenda, hence the rise of instant messaging platforms.
As a contact centre operator, you already provide an omnichannel experience with inbound telephone call answering and email communications. If you haven’t already done so, now is the time to expand that experience with contact centre chat solutions.
When you allow customers to chat online, you open up a new communication channel that’s convenient for your staff and the people who speak with them. It’s also convenient if you manage multiple contact centres for several business clients.
The following illustrates some points about why all contact centres should embrace online chat technology:
Reduces Communication Barriers
One of the biggest reasons contact centres should have innovative chat solutions is because they help reduce communication barriers. Live chat for website and other digital solutions like smartphone apps makes sense in today’s connected world.
Consumers won’t feel restricted with communications choices, especially if they need to ask questions or get help outside of office hours. For example, some consumers may not have opportunities to call but can readily use instant messaging discreetly.
Speedier Customer Resolutions
If you run a contact centre that provides technical support, for instance, some customers may only have one or two queries that are easily resolvable if they could chat on a website.
When no such facility exists, those customers will need to email or call for help. That can take a lot of time, especially if there are delays between responses from either party.
Live chat solutions enable your contact centre to provide speedy resolutions to problems and free up the resources of call handlers.
Convenient Real-Time Customer Interactions
Another advantage of using a live chat system is you have convenient real-time customer interactions.
It’s convenient for your contact centre because one employee can manage several chat conversations at once, especially across different client brands, instead of that person getting tied up on a phone call to a single customer.
Additionally, it’s also advantageous for customers because they get instant feedback or attention to their questions. In contrast, email conversations are seldom instant and can be frustrating for people.
Choosing The Best Contact Centre Chat Solution
Now that you know why it makes sense to have a contact centre chat solution, you’ll need to find one that offers you the benefits your contact centre needs. Click4Assistance offers customisable solutions for contact centres like yours.
If you’re unsure what you need out of a contact centre chat solution, the following will give you some ideas and illustrate how Click4Assistance can help your business:
Support When You Need It
A fully-fledged contact centre chat solution will undoubtedly be powerful and have many configurable options. If you’ve never set up such a solution for a website before, you will likely need some support to help you implement it correctly.
Similarly, you’ll also need assistance if you’re unsure whether a specific function is available or if you’ve come across a problem implementing it across multiple client brands.
At Click4Assistance, we’ve successfully partnered with contact centres across the UK and provided them with the support they need, should they need it. Our friendly support teams operate out of bases across Britain for your convenience and peace of mind.
When looking at contact centre chat solutions, you should always shortlist ones that offer plenty of flexibility. Otherwise, you could spend a lot of time and money implementing them into online properties like websites and intranets.
Thankfully, Click4Assistance offers plenty of flexibility. Our customisable solutions get designed to complement and integrate with any environment, and they do so while reflecting your client’s corporate branding.
Easy Access to Client Information
When you’re dealing with a customer via an online chat facility, it’s imperative you have their details within easy reach. For example, you may need their full name and account number to review order information.
Let’s face it: there’s nothing more infuriating than getting asked for your personal details several times when enquiring about something or requesting help. Customers should only need to provide that information once.
A superior contact centre chat solution like Click4Assistance gives you access to that crucial information, along with colour coding for easy identification.
As you can imagine, online security is a big concern for brands with an online presence. The ever-growing threat of cybercrime is a constant worry for businesses, and the consequences of poor online security can prove financially devastating for some firms.
When looking at contact centre chat solutions, you must ensure that you’re comparing ones with security at the forefront of what they offer.
Click4Assistance is GDPR-compliant and has robust encryption as standard. What’s more, our data storage also conforms to both ISO9001 and ISO27001 standards.
Simplicity and Intuitiveness
Lastly, you need to compare live chat solutions that are both simple to use and intuitive. You don’t want to invest in something that only a person with a degree in computer science can use.
The good news is that Click4Assistance’s all-in-one contact centre live chat solution is both simple and intuitive to use. Contact centres can quickly get up and running with our solutions, and they won’t affect productivity or efficiency.