26 June 2018
Successful Financial Live Chat for Website Implementations
Click4Assistance has been supplying live chat to the finance industry for over 10 years, helping increase engagement with their online visitors and streamline their communication methods.
You can read more about the benefits finance companies are experiencing from using live chat for website software on our client page, or continue reading to find out about our most successful implementations within the financial industry.
Insurance broker Go Skippy implemented live chat on their website in 2017, to initially help customers going through the quotation process or with questions about their existing policies.
Further reading: Go Skippy Jumps into Implementing Chat Software.
They have more recently included the communication channel within their help panel, which directs visitors to the most relevant contact details based on their requirements (purchase, renew, or makes changes to, a policy etc.) and the type of vehicle insured (car, van, bike etc.)
Following Go Skippy’s positive uptake results and increase in customer satisfaction, the broker shared their success with their sister companies who have also since implemented the communication channel.
‘We introduced live chat to our business nearly two years ago and it has been a huge success. It has really helped us reduce our call volumes. Our customer service staff love using it and our customers are really benefitting from the service. The set up was simple and has worked smoothly ever since!’ – Go Skippy’s Digital Marketing Executive.
Grove and Dean
Grove and Dean are one of the UK’s leading independent brokers. They implemented live chat in 2016, across their multiple insurance websites to help visitors with insurance questions in a more efficient manner.
Each website has been given its own unique identity, both in terms of the visitor facing aspects that are displayed to the enquirer, allowing the chat to seamlessly fit with each branding, and to the operators handling all incoming chats, easily helping them to identify the orientation of the enquiries.
“All operators are progressing really well. The software is very simple to use” – Grove and Dean’s Marketing Assistant.
Further reading: Grove and Dean Utilises Live Chat.
Questor insurance are an independent privately owned insurance intermediary providing car hire excess and other niche insurance products. They recently celebrated 10 years of business and 10 years of using live chat on their website, foreseeing the importance of the communication channel and being easily contactable to their website visitors.
Further reading: Happy 10th Chat Anniversary Questor Insurance
Previous results showed that customers enquiring via telephone would only wait 17 seconds on average to be connected before hanging up. Questor Insurance have found that live chat improves their engagement rates, especially as visitors with simple questions as they can get their query answered quickly via chat.
“Frequently these software companies are fairly faceless. Not with Click4Assistance. Brilliant Customer Care […]Recommend the company and its software to anyone” – Questor Insurance’s Head of Marketing
Card One Banking
Independent company Card One Banking provides current accounts and payment services.
Card One Banking implemented live chat in 2011 to help reduce telephone enquiries and gain more leads and conversions. They placed multiple chat buttons across their website, particularly throughout the application process to aid individuals during each stage. Each chat button has been uniquely designed to fit seamlessly with Card One Banking’s branding and embed within select areas of the web pages.
“When I or an Operator log[s] in, the software is seen to be fruitful” – Card One Banking’s Head of Customer Acquisition.
Further reading: Card One Banking’s Success with Live Chat
These success stories have shown that live chat for website software works really well for the financial industry, particularly insurance companies and has become a vital aspect of their online operations.
For more information why not take a look at our previous round up “Providing Financial Services Successfully With Live Chat” that outlines how Click4Assistance complies with data protection regulations set out by the FCA and looks at more success stories in insurance.
If you would like to find out more about the Click4Assistance solution, contact our team on 01268 524628 or email firstname.lastname@example.org.