25 April 2017
How Do Finance Companies Use Live Chat for Websites
When looking for a financial service, with so many on the market it can become confusing for customers as to which product is the best one for them, so not surprisingly they can have lots of questions before making a financial decision that will affect their lives.
One of the simplest ways for your visitors to speak with your advisors is through live chat. Text-based messages take place in real time for an instant conversation, where visitors are able to ask their questions at a time and place that suits them. This can be more convenient than waiting for a response via email or to be connected to the right person via the telephone.
Your advisors can control their workload in the Click4Assistance solution via their availability status, which will allow them to review the chats they are currently holding and decide whether they can take a new one that comes in, or they can switch to unavailable until they are ready to handle another one.
In turn, live chat can help finance organisations save money as staff have the ability to handle multiple enquiries, allowing you to redirect staff to where they are required most.
Utilising Live Chat: Three Case Studies
Grove and Dean
Having multiple domains, Grove and Dean received many enquiries that put a strain on their communication channels including phone and email. Grove and Dean looked at various options for improving customer service and live chat was considered the best option. Installing the Click4Assistance solution in 2016 enabled the insurance broker to streamline their resources and reduce the pressure on their phone lines and email.
“All operators are progressing really well. The software is very simple to use.” – Lauryn Corbett, Marketing Assistant.
Read more about the insurance broker’s implementation in our blog Grove and Dean Utilises Live Chat for Website
Card One Banking
Card One Banking is an independent company that provides current accounts and payment services. They implemented live chat to help their visitors when going through the current account application online. A visitor may experience an issue in the middle of their application, but assisting them via live chat means Card One Banking can ensure every visitor gets the help they need to successfully complete their application.
Read our blog Card One Banking’s Success with Live Chat on Website for more information.
Sheffield Mutual Friendly Society
Sheffield Mutual introduced live chat to extend their channels of communication and make it easier for website visitors to get in touch. Live chat has enabled them to offer a more personalised service than many of their competitors, by ensuring visitors can always speak directly with a representative.
“Sheffield Mutual has been very impressed with the Click4Assistance team and software package. All communications that we have had with Click4Assistance have been well handled so far and also followed up with regular update calls from the team, to see how we are progressing.
“Click4Assistance has enabled us to interact with those clients who don’t like picking up the phone or have just a quick question, which can then be dealt with quickly and effectively via the online chat facility. We have also found the out of office ‘leave a message’ facility very useful.” – Dawn Gregory, Business Development Manager.
For more information on how Sheffield Mutual has utilised chat, you can read the case study here.
Last month our finance blog was specifically about our clients providing insurance and how they are using live chat. We also briefly covered why it was beneficial to choose Click4Assistance to keep in line with Financial Conduct Authority rules and regulations in terms of:
- Data stored in the UK
- Sensitive information (credit card/account numbers)
- High level of encryption (SHA-256bit encryption)
- Restrict user access to office IP
Depending on what type of financial company your organisation is, live chat for websites can help to offer quotes, give advice on products and services, or support visitors during application processes. Just like Grove and Dean, Card One Banking and Sheffield Mutual, your organisation can benefit from providing live chat to customers.
Click4Assistance has been working with the financial sector for over ten years, helping them to implement live chat successfully for their business needs. For more information or to book your free demonstration, contact our finance co-ordinator on 01268 524628.