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Why Web Chat agents are super-heroes
Wednesday, 11 July 2018

Posted in

Omnichannel

When customers are about to abandon your website and hate the idea of calling your contact centre, then it's time to throw them a lifeline. Overwhelming research suggests that Web Chat is a powerful way to save sales and delight customers.

Web Chat superheroes 900

Just give me a break!

Everyday life is sprinkled with 'lucky breaks'. Maybe you're late for a big meeting in the city and the perfect parking spot suddenly comes free, right outside the building? Perhaps your car breaks down but the mechanic arrives in only five minutes and you're back on the road? Or maybe your seat on a punishing long-haul flight gets upgraded to business class for free?

Things were looking grim and then everything changed in a second. We feel relief, delight and gratitude ... telling our friends what happened.

With Web Chat, it's also possible to rescue customers in the nick of time from gloom and frustration and win their heartfelt appreciation, loyalty and greater business in the process.

Here's how it can happen:

 

  • Just when confused customers are about to quit your website in frustration because they can't locate something, your Web Chat agents pop up to save the day.
  • Shoppers are about to abandon their carts because they can't find an answer to a shipping question ... and your team intervenes heroically to save the sale.
  • Just when customers dread the prospect of calling your contact centre and waiting on the line for an eternity, your online agents answer their query right away.
  • When writing an email and waiting for a response seems the only option for customers, your friendly Web Chat agents appear and gets it all sorted in seconds.

 

Great experiences

For customers, Web Chat can be breath of fresh air and transform their experience.

In fact, Web Chat is prized by customers the world over. In the UK, 93% of UK consumers ranked Live Help as ‘useful to extremely useful’ according to Forrester, while an ATG Global Consumer Trend study found that overall 90% of people consider Web Chat helpful.


For some, the big appeal is extra convenience. For others, it's about something more human, according to one Forrester report: “Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.”

Either way, it's clear that Web Chat is one of the jewels in the crown of customer engagement.

Customers 'get it' instinctively

It's easy to convince customers to use Web Chat ... you're pushing on an open door.

As an engagement channel, it's familiar, easy, fast and spontaneous. For customers, it feels like they are texting with a friend not a distant, slow and impersonal organisation. Researchers have found that 79% of customers say that they prefer Web Chat because of the immediacy it provides.[2]

Web Chat can take off quickly. When BMW UK launched Web Chat as an end-to-end buying solution for its cars, their agents handled an astonishing 15,000 Chats within two months.[3]

Web Chat can be highly scalable, too, as agents can handle multiple sessions simultaneously. It's worth nothing that VW Group which looks after Audi, Skoda, VW and VW Commercial has been handling a breath taking 250,000 Chats per year.[3]

Crucially, customers value the experience and reward it too. Researchers found 63% of customers said they were more likely to return to a website that offers Web Chat over one that doesn’t.[2]

Customer engagement success

If you're wondering what’s holding back your customer engagement today, then consider Web Chat.

It's a killer channel for engagement that delivers a superb customer experience.

Many companies realise this and are investing heavily. In fact, Web Chat's presence as a customer engagement channel will account for 10% of all interactions this year, according to Gartner forecasts.

The question is: Will you be part of the conversation?

Adopting Web Chat can be easier and more affordable than many organisations realise. It has an ultra-fast payback too.

See how Web Chat can fit into a successful strategy for your contact centre by downloading your copy of the Customer Engagement eBook. This free guide points the way towards greater customer satisfaction, sales and profitability using Live Help and other important engagement tools.

To find out more about Eckoh Web Chat and other tools available via the Eckoh Experience Portal that can enhance your contact centre why not give us a call on 08000 630 730 or email us at This email address is being protected from spambots. You need JavaScript enabled to view it..

Sources:

[1] 'Making Proactive Chat Work' - Forrester

[2] '8 Essential Live Chat Customer Support Statistics' - Business 2 Community

[3] Eckoh customer statistics

[4] 'Best Practices for Making Live Chat a Must-Have Have Engagement Channel' - Gartner

About the Author

Graham Pollard

Graham Pollard

Director of Omnichannel Services

A strategy focused and internationally experienced senior operations management, revenue generation and business development specialist with 20 years highly acclaimed executive level results year on year. Track record of excellence over 25+ years delivering profit focused operational improvements within the broad telecoms and IT sector contributing to individual skills development, team dynamics and bottom line performance.

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