14 November 2019
Even Santa Has His Travel Plans Sorted
In just 6 weeks Father Christmas will be doing his annual rounds. The sleigh is undergoing its MOT and safety checks in the North Pole garage, the reindeers are being put through their paces preparing them for the long night ahead, and the elves are busy in production to ensure they meet demand.
The communication channel enables your agents to instantly speak with website visitors. Its text based messages sent in real time means that advisors can handle multiple enquiries simultaneously, doubling or even tripling their productivity based on the nature of the chat and how fast the visitor types. One organisation has their users handling up to 8 chats at the same time, however these operators are fully trained and the enquiries are basic questions, therefore we wouldn’t recommend starting at this operational level.
To help agents speed up their response rates whilst still providing an accurate answer, a library of Predefined Replies is available which contains answers to frequently asked questions. The advisor has access to the responses at any time during the conversation; they can form their reply around the standard template to ensure they have fully answered the visitor’s enquiry.
Predefined Replies can be added/amended at any time by an administrator, allowing any seasonal changes to be made. This relieves the pressure from your agents as they don’t have to remember the latest updates (especially if they are changing rapidly), helping to provide the most up to date information to the consumer.
Advisors can also send readily available information to visitors in the form of documents and web links. PDFs, images and other documents can be sent via the file transfer feature. Web links can be pushed through the system opening up the relevant page in the visitor’s browser. This reduces the amount of time that agents spend repeating information, allowing them to help the enquirer quicker.
Keeping In Line
Every child has a turn to speak to Santa with their request, therefore for companies who are inundated with enquiries, queuing can be enabled. This permits organisations to keep their web chat software service online whilst managing the enquirer’s expectation, as they are regularly updated with their position.
The Click4Assistance solution carries on working for you even when your agents are not available. If users are not logged into the system or are set to offline, the chat will default to its unavailable state. The software web chat channel can collect visitor enquiries and send these to email address(es) assigned within the settings, alternatively agents can view these details within the Dashboard where all communications are held, and see which requests need to be action.
If your organisation is completely closing over the Christmas period, the offline form can be amended to include your change in hours. This helps managed your visitors’ expectations of when they should receive a response.
Operate Chat from Anywhere
The Click4Assistance solution is flexible to your operational needs. The software can be downloaded to multiple computers with as many user login credentials as you require. User profiles can be set up at any time, allowing staff to cover other agents when they are not in the office (sick, annual leave etc.)
The software can be accessed from any location with the browser version (permission permitting). This allows users to have access temporarily to the solution, mitigating the need for an administrator to download an application, and enables advisors to work from home.
Adding Live Chat in Time for Christmas
We provide a 3 week, no obligation free trial. In this time you can:
- Add the simple piece of HTML script to your website to display your chat button.
- Change its appearance with the simple customisation tool.
- Configure your Predefined Replies and Auto Navigation libraries
- Set your users up and train them
- Provide advice to visitors live on your website.
This gives you plenty of time to get web chat software in place for the Christmas period and optimise on the enquiries you receive, being able to handle them in a much more efficient manner that can improve your staff’s productivity.
Click4Assistance has been working with and providing web chat software to the travel and logistic industries for over 15 years. For more information regarding how our solution can benefit your operations, contact our team on 01268 524628 or email firstname.lastname@example.org