Live Chat Improves Customer Service on Financial Service Websites
In the aggressive financial services industry, you want every
edge over your competitors. You want to make yourself accessible to your
customer's financial needs.
You want to have a strong Internet presence to convert website
visitors into customers. Live Chat Guru live website chat is your solution. If
your financial institution doesn't have live customer service through your
website, especially when your competitors already do, your institution could be
losing sales and customer service opportunities.
Live Chat Guru Live
Chat allows your financial institution representatives (operators) to interact
with website visitors in a private, business environment. It's proven that
website visitors appreciate the ability to chat with a live person if they need
assistance. This type of interaction is extremely beneficial for both the
institution and the customer and offers a convenient way to make initial
contact, setup up appointments, and provide information.
If you are a
bank or lending institution, website visitors can get live, up-to-date
information on current interest rates, mortgages, annuities, small business
loans, and much more. If you are an online credit card authorization site for
ecommerce sites, you can give visitors explanations and assistance if their
credit cards fail authorization. If your financial organization uses online
applications loan prequalification or opening new accounts, potential customers
having difficulty filling out the application will be less likely to abandon the
application process if live assistance is available.
Live chat speeds
the flow of information between your institution and the website visitor; all
information that can be given over the phone can be more expeditiously given
during a live chat session. For example, operators can send website visitors to
pages containing driving directions to local branch offices. Unlike with
telephone calls, visitors can readily be shown pages with complex legal
information and graphical information, such charts and tables.
Live Chat Guru's website monitoring feature helps in the detection of fraud. The
operator console allows your representatives to see country and city of origin
of website visitors. With this information, your representatives can readily
tell if website visitors have legitimate business with your organization;
time-wasting, non-legitimate chat requests can be screened out.
Live Chat Guru does more than give assistance to website visitors and screen calls -
it's also a serious online sales tool. At any time, representatives may actively
invite website visitors to chat in order to proactively sell your service. You
can also see your visitors' referring pages - how they found your site. Such
information can be collected and used to gauge the effectiveness of Internet
No matter your type of financial institution,
Live Chat Guru live website support helps your financial institution project a
modern, professional image while lowering customer service costs. It's the
solution that pays dividends in sales and increased customer satisfaction.
Key Advantages of Using Live Chat Guru on Financial Services Websites
Live Website HelpSwiftly answer questions from the occasional online
visitor who needs help right away or doesn't have time to wait for an email
Efficient Staff Multitasking
One operator may assist several customers at the same time,
which reduces telephone and material costs.
Simple Operator Interface
The intuitive, easy-to-use operator console can be quickly
learned by everyday users; inexperienced computer users can become "online"
after only a few minutes of familiarization.
Website Visitor Monitoring
The operator interface shows the country and city of origin of
website visitors. Great for gathering statistical information on advertising
Convenience for Both Representatives and Customers
Live Chat Guru allows your customers to check the status of
loan applications, inquire about current interest rates, down payment amounts,
and get speedy answers to complex questions.
If a representative needs assistance, he or she may invite
another agent into the chat or hand off the chat to a different agent.
Each chat takes place in a private room, so only the operator
and the visitor can see it. Chats containing sensitive information, such as
account numbers, can take place over secure connections using Live Chat Guru's
industry-standard 256-bit SSL encryption. You can also place your chat button on
secure and password-protected web pages, so that only your current customers
have access to live support.
Canned Answers to Save Time
Prewritten "canned" answers save time by giving instant
responses to common questions such as "Where can I mail my payment to?" and
"Where is your closest branch located?" Using canned responses, answering such
questions in a chat session is much faster than staff taking telephone call
after telephone call, giving out the same information over and over. The time
saving means fewer operators are needed to answer calls.
Chat Transcripts for Training and Quality Control
Transcripts of all chat sessions may be automatically sent to
any email address. Information from these chats can be used for quality control
purposes, training new staff, and determining which information might need to be
added to the website.
Personalize the Chat Experience for Each Representative
Each representative can customize the appearance of his chat
window with a photo. The chat window may be customized to show company colors,
logo, etc. Greetings and system messages may also be changed in accordance with
corporate style. Representatives may put their individual address into the
system so that their customers can email them if they are not available for live