Contact Centre Spotlight: Your Business Voice

Their telephone answering services include:

• Professional message taking
• Virtual receptionist
• Overflow call handling
• Media response calls

Whilst their call handling services contain:

• Order taking
• Information lines
• Engineer callout
• E-Commerce management
• Outbound calls
• 24 hour care
• Diary Management

They also offer associated and specialist services.

Managed live chat is amongst their specialist services. Where “their outsourced website live chat management support targets the needs of your customers and delivers a personalised and friendly service that will go the extra mile for your business.”

How the Click4Assistance Solution Tailors to Your Business Voice’s Needs

Your Business Voice handles chat for multiple clients, with each one having different requirements. The Click4Assistance solution enables Your Business Voice to manage the chat as if they were the client’s own agents answering the enquiry. They also handle chats from their own website.

Your Business Voice’s Relationship Manager Lucy Kitson commented on the service they receive and the solution, “An excellent company to deal with! We have worked with Jill and the team at Click4assistance for just over five years now, we use their services for our own company and also recommend them to any of our clients who are looking for live chat. They are really friendly, helpful and easy to deal with, and a great benefit to the service is that they are always on the end of the phone if we need assistance with setup, running of an account or reporting requirements. The system itself has a very user friendly interface with all the functionality happening behind the scenes. Would not hesitate to recommend them to anyone!”

Each client has their own experience, allowing the look and settings of the live chat website to be defined. This includes choosing whether pre-chat forms and surveys will be displayed to whether chat will only available at certain times of the day or if queuing will be enabled etc.

This ensures that each corporate brand is fully represented regardless of which organisation is answering the chats, and that the communication channel works exactly to the clients’ requirements.

For the majority of clients, Your Business Voice runs a bureau service, allowing agents to handle multiple enquiries from a range of different websites. The Routing groups define what group of agents are notified to the incoming chats as they will be relevant to certain clients.

The agents are able to see which of the clients the incoming chat relates to as this is displayed within the chat list. When a chat is in session, the website address appears at the bottom of the window which is also colour coded for easy identification. The tabs provide more in-depth information regarding the visitor and the client they are enquiring about.

To aid the agents to answer enquiries quickly and accurate, a library of predefined replies is available during the chat session. This allows the advisor to select an answer to a frequently asked question and amend it before sending it to the visitor. The replies are divided into each client which is then organised by topics relating to their company, products and/or services.

Your Business Voice’s Live Chat Customer Success Tips

Lucy, along with Your Business Voice’s Director David Bate “believe that it’s possible to achieve customer success with live chat as part of an omnichannel experience.” Optimising live chat for their clients over a number of years, they offer the following tips:

• Understand what your client’s organisation wants to achieve with live chat (reduced phone calls, increased productivity or sales)
• Ensure you can measure this by collating information from various platforms, and where possible integrate live chat with a CRM system to make your data analysis more efficient
• Analyse live chat data and performance statistics regularly to help you to make amendments where necessary
• Offer instant satisfaction with live chat, making customers feel they’re talking to an expert. It may not be the answer the customer is looking for because it may be a policy decision. However, that could lead to another conversation
• Ask customer to complete surveys to gain feedback, including complaints which are a measure of customer success.

Two other pieces of advice, which can also be used as a measure of customer success, include the need to address any frustrations that prevent website live chat from being efficient and effective. By dealing with them you can increase customer satisfaction – and even sales. Lucy and David also stress that customer patience is finite. A failure to respond quickly enough will only increase your customer attrition rates. While they won’t be good for your company, they may be good for your competitors. So, don’t keep your customer waiting and make sure you don’t make them repeat themselves.  This does nothing for customer satisfaction, and that’s the key metric that leads to customer success.”

Click4Assistance has been providing live chat for over 15 years, working closely with the contact centre industry to develop a flexible digital communication solution that meets any clients’ requirements. 

For more information regarding Your Business Voice or implementing our solution contact our team on 01268 524628 or email theteam@click4assistance.co.uk.