18 October 2018
To Me, To You – Transferring Files via Live Chat on Website
File Transfer has been available in conjunction with Click4Assistance live chat on website solution for over half a decade. The feature allows both representatives and visitors to send documents to each other whilst participating in a live conversation.
Regardless of the sender, files are temporarily stored on a quarantined server. This safeguards the servers on which the solution operates and ensure that any malicious attachments are isolated, obviating any risk of interruption to the chat service.
Why Visitors Want to Transfer Files
Website visitors may want to send over documentation to organisations within different industries for various reasons. This can include but isn’t limited to:
A consumer of a retail company has recently bought an item; however during delivery the product has broken. The customer can start a live chat on website to inform the organisation of the problem and transfer images of the damaged goods, to find out what they can do.
Citizens’ who have captured proof of evidence via a dashboard cam or CCTV could transfer their footage to the police via chat. This allows representative to view the recording and/or images immediately and provide them with a crime reference number if necessary.
Residents’ can be required to fill in many forms when dealing with council services. This can include applying for permits, a school place or care. If the individual has difficulty completing the form they could transfer it to a representative for precise help with the problematic section as the agent can see exactly what the issue is.
When applying for a financial service, organisations often ask for proof of details for security purposes. This usually contains the applicant’s address as evidence that they have permanent residence within the country. As several documents are requested to provide this confirmation, it is easier to transfer them in a secured environment during a live chat rather than by post.
An individual with a physical ailment, such as a rash or burn could contact a medical professional and transfer images of the minor condition to gain advice whether they need to visit A&E, their GP, a local pharmacist or can treated at home. This can help reduce people making appointments or increasing waiting times if they do not actually require that service.
Why Organisations Want to Transfer Files
It’s great for organisations to receive documentation from visitors via file transfer in chat, as they are able to view the information provided and give a more accurate answer quickly in real-time. These companies also benefit from being able to send files directly to the enquirer. This can include but isn’t limited to:
Universities will have thousands of students applying and already enrolled, for each record the education establishment holds, there will be relevant paperwork. This can contain a form that needs to be filled out in relation to their student finance or could be an offer letter if a student has applied through the Clearing process. These can easily be transferred during a chat session.
A charity may wish to send the individual informative leaflets and/or fundraising packs that are readily available digitally. Sending these via chat can help save their volunteers time and reduce costs for printing and postage.
When swapping over their insurance company consumers will be asked to provide proof of their no claims bonus, many individuals will have misplaced the documentation or not recall receiving it, therefore insurance companies can resend the file via chat, allowing the visitor to provide the information quickly to the new insurer.
With the days of the high-street travel agents diminishing as the travel industry transforms online, these organisations may wish to reflect the personal service that was once delivered. They can achieve this by sending their digital travel guides and brochures just as quickly as they would have pick it off the shelf and handed it to the consumer.
Other organisations can send written quotations, media packs, portfolios and case studies etc. Businesses that provide intangible services such as software can use file transfer to send sales brochures, how-to and pricing guides. If it is digital file, it can be sent via chat.
Overall Benefits of Using File Transfer
Each party can confirm delivery of the file straight away; it streamlines processes as there is no need to wait 3-5 days for post or send additional emails. It also speeds up providing support or making a decision as the information is viewable immediately.
Click4Assistance has been providing live chat on website software for over 10 years, developing functionality such as file transfer, auto navigation, and spell check into the solution to ensure that organisations have the tools they need to provide great customer service online.
For more information regarding the Click4Assistance solution, contact our friendly team on 01268 524628 or email email@example.com.