4 ways to utilise webchat to enhance the customer experience (CX)

As the internet has now become part of our day-to-day lives we have all noticed our customer’s behaviours are changing. Gone are the days when you would walk into a bank or a building society and speak to the bank manager. However, the need to be valued and treated like a person still remains and with more and more customers shopping online – being able to connect with customers quickly and efficiently, could be the deciding factor that makes or breaks a potential sale.

Webchat is an ideal platform for engaging and connecting directly with visitors on your website, allowing visitors the opportunity to quickly connect with an agent for assistance or for further information on what they are seeing on your website. Research has since shown that website visitors spend more time navigating through a particular website that has the option to use webchat to answer any enquiries they may have, than ones that don’t have the option. However, customers still preferred calling in when they consider their enquiry complicated.

4 ways Webchat can enhance your organisation:

• Cost and workforce efficiencies – Agents can handle a multitude of customers queries all at the same time or can be crossed skilled and carry out other duties in between webchat sessions.
• Customer experience – being able to answer a prospect/ a customer’s query quickly and efficiently builds up a positive brand experience and trust, as a result, prospects are more likely to buy from you and customers are more likely to stay with you and use your services again. Nobody wants to wait in a long queue to have a simple question answered!.
• Driving revenue and up-selling – Once you have answered a customers query you have the perfect opportunity to find out more about their needs and as a result, you could recommend additional products or services to suit their needs and requirements.
• Analytics – You can start to build a picture from your prospects/customers digital footprint through analyzing areas such as frequently asked questions, website structure, and content that may need revising or enhancement to create a better online experience for visitors.

Webchat brings value to:

The Customer: How we interact with customers has changed significantly over the past decade and looks set to continue to rapidly evolve over the next decade with accelerated digitalisation. Customers demand choice in the way they interact with an organisation. Through fulfilling this demand, individuals have the option to select their preferred communication channel. The experience should be positive so that they want to come back again and again. A Walker Study predicts that by 2020 Customer Experience will overtake price and product as the key brand differentiator, making it critical to both retaining customers and winning new ones.

The agent: Equips and empowers the agent with the tools needed to do their job to the best of their ability. Agents can enjoy a frictionless experience and access the right information at the right time to be able to respond to customers enquiries in a timely manner.

The Business: maintains brand integrity, brand loyalty, drives business performance and provides opportunities to increase revenue. As a recommendation, in order to implement Wechat successfully, we would advise you to look at the entire customer journey.

To find out about Cirrus’ successfully implemented webchat in multiple organisations get in touch.

This week’s blog post was written by Daniel Lloyd; Delivery/Solutions Manager.