Find out more about how our Live Chat team specialise in answering questions for your industry.
Our Customers are Important to us
From design to implementation, we listen to our customers and the way they would like to structure their chat solutions, creating a system which is completely bespoke to each client.
Processes and Procedures
Your dedicated account manager will work with you or your web designer to create a bespoke user experience for your chat solution.
Customer satisfaction is key to our business and yours. Your account manager is available far beyond an initial installation phase.
Your dedicated account manager will provide quarterly meetings on request, discuss any elements of your live chat solution that requires further evaluation and be on hand to evaluate your account performance whenever you need it.
We are always adding new features to improve our platform in line with the needs of the industry and our customer feedback. We listen to everyone who interacts with our platform, from end-user to customer, the feedback we receive helps us to tailor a truly industry specific solution.
Monitoring and Tracking
Your account manager will monitor the results of your account, track KPI’s through your request and make suggestions to help you meet certain milestones or objectives.
Depending on your goals and objectives, our chat team will prioritise certain elements of your chat experience. Your live chat solution can be aligned to maximise lead flow, mention promotions and the team will work either ‘proactively’ or ‘reactively’, depending on your preference for engagement.
Our team respond quickly to chat requests, typically within 15 seconds. Using our Joint Managed Chat option, our backup team will pick up chats after a designated ‘wait’ time, meaning your customers will always receive timely responses.
We continue to invest in our Live Chat team with weekly and monthly training sessions, providing a thorough process to ensure each operator is fully ready and able to handle any response that they may face during their working day.
Our chat operators handle chats every single day for your industry, they understand how to communicate with your customers and how to meet the customer expectations of live chat, you’re in safe hands.
The Visitor Chat team is growing and as it does so does our experience pool, we do not place operators on to Live Chat unless they are fully versed in our processes and the
processes of our clients.
We can coach your staff to handle chat. Training can be provided through face-to-face meetings or screen-shares. We will ensure your team are ready to utilise all of our powerful software features.