04 March 2020
Would YOU leave a shop open without staff?
It is as crazy as it sounds. Imagine leaving a shop open to the public on a high street, not have any customer service staff and expect customers to wade their way through product discovery, options and payment, all on their own without any human intervention. Most people would just walk out if no one was around to assist them. So why do we leave our websites, live chat software and social media unmanned?
Living in the 24/7 world we find ourselves in today, it’s difficult for a business to keep on top of operational duties day to day, and then have to think about all the forms of communication that customers may be reaching out to. Normally, some businesses get so focused on other aspects of the business, that customers can often go ignored on social media and even live chat. This in turn hurts those businesses long term, as prospective customers fall through their leaky bucket, and customers who have queries or issues can slip through unnoticed, turning inflamed situations into aggressive ones.
Fundamentally, leaving your website and customer communication tools unmanned is akin to leaving your high street shop without staff. Websites are seen like virtual offices and shops, and if we do not leave the brick and mortar shops unstaffed, then we also should not leave our websites and social media in the dark. Customer service agents, the same staff who are the friendly voices and smiles of your business, can also easily manage the incoming customer communication from live chat and social media with Click4Assistance’s sleek dashboard solution.
Would you like a quick chat?
Live chat software has so many positive benefits and can instantly improve website visitor conversions, which directly impacts your revenue. Who wouldn’t want that? As a business, if you have spent money or time optimising your website, then you are interested in attracting visitors to your website, but what happens when they arrive? Is anyone there to help them along the way or answer basic questions they may have? Are you losing those potential customers who are just looking into an unmanned shop and leaving? How many of your website visitors could have been revenue generators?
The best thing about live chat is that it’s simple to use for both the customer and the agent. Customer service agents can speak with multiple customers at a time with live chat, instantly making you more than 400% more productive. This will also reduce the number of people who are ringing in and possibly queuing to speak with someone, as customers like to speak or chat with someone before they make a purchasing decision. Would you purchase something blindly? Probably not, and that’s how your customers feel if they don’t speak to someone… blind. 1 in 4 website visitors who use live chat are more likely to purchase. That’s a 25% potential by just adding live chat software to your website.
Robots on the front line
If live chat on its own can increase productivity by 400% and potential revenue by 25%, imagine what artificial intelligence can do. Artie, Click4Assistance’s AI chatbot, is a state of the art chatbot that never sleeps, stays online 24/7, helps your customers navigate the website, and answers basic questions without human intervention, so your team can focus on answering the more complex enquiries. Your team do not have to directly answer questions like opening hours, locations, and company contact information. By Artie taking over the front line, your team will be more productive, and your customer satisfaction will improve significantly. Artie also speaks with an unlimited number of website visitors simultaneously and engages them immediately, making him your most efficient customer service agent.
All the social, all the time
Like social media, your customers don’t really switch off, and neither does your business. Social media has completely changed the communication landscape, and businesses are now forced to maintain dozens of communication channels across multiple platforms, making efficiency more challenging. However, Click4Assistance has developed a seamless social media integration that will allow your customer enquiries via Facebook Messenger and WhatsApp to land right in your fully customisable desktop dashboard along with your live chat and artificial intelligence chatbot. This will ensure that your customer’s social media instant messages will be seen as they come in, without your team forced to log into multiple applications just to keep on top of incoming messages.