07 November 2017
Churchill Knight & Associates Ltd 5 Year Chat on Your Website Story
Churchill Knight & Associates Ltd has been supplying specialised and tailored accounting and payroll services to independent professionals since 1998. In 2012, to continue providing their unlimited support and excellent customer service to their clients, the accountants implemented Click4Assistance chat on your website solution.
Speaking with Churchill Knight’s SEO and PPC Executive Milosz Krasinski, he mentioned the benefits of having live chat as it “is convenient for customers” and it “taps into customer pain points.” Visitors do prefer using the communication channel due to its instant nature, connecting them to a representative in real time, where they are able to ask one or many questions.
Turning Pain Points to an Advantage
Click4Assistance chat on your website solution also includes real time website activity allowing organisations including Churchill Knight to analyse visitor behaviour and identify any pain points. Milosz suggested that they use visitor behaviour patterns to improve their sales and marketing, as once they have “found these pain point via live chat, we can either write a new blog article around this or create advantages for our advertising. In addition, pain points can turn into sales opportunities with customers.”
Marketers can identify which pages the chat originated and analyse the content of each chat, which shows any common areas visitors may struggle with. Once they are in chat and have questions or a hesitation to purchasing, the customer service representative can reassure the visitor by answering all of their questions and doubts, helping to the complete the conversion.
Overcoming Barriers with Chat on your Website
Churchill Knight experience “more enquiries specifically from one customer segment, especially the ones with language barriers, and those who prefer multi-tasking while having a conversation via live chat.”
Those who may experience a language barrier can take the time to read the text based messages; they can then easily request for the customer service representative to clarify anything they don’t understand. If the barrier is too complex, the Click4Assistance chat on your website solution can be used in conjunction with Google Translate therefore the chat conversation can be understood by both parties.
Customers now have very busy lifestyles and it’s rare they will be giving their undivided attention to the job at hand; therefore live chat is perfect for multitasking as the individual can continue their other actions before turning their focus to the representative’s response.
Multitasking isn’t just for the visitor either; representatives can handle multiple chats at the same time or can move between their current chats and email or internet browser etc. Being able to handle more enquiries at any one time can increase the organisation’s productivity levels.
Churchill Knight selected the software for its value for money and quality; choosing Click4Assistance as their live chat provider for the last 5 years due to level of customer service and being an UK based company. They believed that we would be a more trustworthy supplier compared to the several providers they also researched who were mainly based in the US, in which, Milosz has confirmed “this hypothetical question turned out to be true” he also would “recommend this tool for other finance-related businesses.”
I would like to thank Milosz for taking the time to share his knowledge on Churchill Knight’s implementation and his opinions on Click4Assistance and live chat. For more information on Churchill Knight’s services please visit their website https://www.churchill-knight.co.uk/.
Click4Assistance has been providing live chat to the finance industry for over 10 years. To find out more about the Click4Assistance chat on your website solution and how it can benefit your organisation, contact our team on 01268 524 628 or email firstname.lastname@example.org.