Live Online Help Ensures Increased Customer Satisfaction
Insurance. It's risky not to have it. But if you're not offering
live customer service through your website, especially when some of your
competitors already do, you're risking the loss of business.
It's proven that website visitors appreciate the ability to chat
with a live person if they need assistance. Live Chat Guru live chat is your
insurance against the loss of new and established customers due to lack of
Live website chat allows your customers to check on
status of claims, receive help in filling out applications, and find an agent in
their area, all with the click of the mouse. The Live Help button on your
website instantly puts your customers in contact with one of your operators or
licensed agents. No one has to wait for an email response, and no one gets put
Live Chat Guru does more than benefit your established
customers - it's also a serious online sales tool. Agents and operators can
proactively invite website visitors to chat. When website visitors want a rate
quote or information on a certain type of coverage, they simply click on the
Live Support button, and the operator and customer may communicate with each
other in a private window via real-time text messaging.
Live chat speeds
the flow of information between agent and customer. All information that can be
given over the phone can be given to the customer more expeditiously during a
live chat session. For example, operators can send the customers web pages that
contain graphical information, such as driving directions to local agency
offices and adjuster inspection sites. Pages with complex information such as
policy specifics, coverage clauses, rate tables, can be readily shown.
Forwarding such complex information via a chat session is much more practical
and time efficient than explaining it all over the phone.
In the case of
auto insurance, live chat adds a new dimension to customer service. An online
customer, whose car has been damaged in an accident, can be sent to the web
pages of preferred collision repair specialists, car rental agencies, or other
firms with which your company has business partnerships.
support projects a modern, professional image and shows that your agency is
customer service oriented. The Live Help button shows prospective customers that
a live person will be available to assist them with post-sale customer service
issues. With Live Chat Guru, both you and your valued customers are covered!
Key Advantages of Using Live Chat Guru on Insurance Websites
Live Website SalesSwiftly answer questions from the occasional online
visitor wants a rate quote 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,
decreasing telephone and material costs.
Simple Operator Interface
The 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 Agents and Customers
Live Chat Guru allows your customers to check the status of
their policies, inquire about additional coverage, change deductibles, see a
list of items covered in a homeowner's policy, and get speedy answers to complex
Agents can conduct multiple chats at once, and each chat takes
place in a private window so only the agent and the visitor can see it. If an
agent needs assistance, he or she may invite another agent into the chat or hand
off the chat to a different agent.
Canned Answers to Save Time
Prewritten "canned" answers save time by giving instant
responses to common questions such as "Where do I mail my premium to?" and
"Where is your office located?" Using canned answers for such questions is much
faster than repeating the same information in every phone call.
Chat Transcripts for Training and Quality Control
Transcripts of all chat sessions may be automatically sent 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 Agent
Each agent 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. Agents may put their individual address into the system so that their
customers can email them if they are not available for live chat.