Managed Live Chat

Our managed live chat service brings the expertise of our Customer Befrienders online. Increasingly, live chat is the first point of contact between businesses and their customers, handling everything from sales and product inquiries to service bookings and even complaints. The problem with most live chat services is that they replace genuine one-to-one conversations with automated links to self-help articles or bots that don’t understand the customer’s needs. This often leads to frustration, causing customers to take their business elsewhere.

At Connectivity.CX we treat live chat the same way we treat phone calls. We listen to the customer’s needs, we engage them in a conversation, and we wow them with our helpfulness and speed of response.

For customers, live chat is quicker than email or telephone enquiries. Questions can be answered in real time. For sales enquiries this moves the prospect closer to making a purchase. For queries that have the potential to escalate into a grievance, speedy resolution turns them into a positive customer experience.

For businesses live chat is cost-effective, delivers excellent conversion rates, and provides a rich seam of customer data that can be used to shape future sales and marketing strategies.

Live chat positively impacts purchasing decisions and is the prefered channel of consumers

Research has identified four factors that influence purchasing decisions: politeness, sentiment valence (positive or negative language), information quantity, and response timeliness. Managed live chat is uniquely placed to positively influence the latter two factors. Since the chat is a real time conversation, the amount of information provided can be tailored to the customer’s specific enquiry rather than expecting them to search for answers on your website. Whilst a phone call can offer a timely response, unlike a phone conversation, a transcript of the live chat can be emailed to the customer for ongoing reference.

Want to know about our managed live chat service? Call us on 0161 850 3261 or click here to email us to arrange a trial.

The benefits of Connectivity.CX managed live chat

  • Real-Time Assistance: Provides immediate support to customers, enhancing their experience and satisfaction.

  • Increased Conversion Rates: Engages visitors in real-time, increasing the likelihood of converting them into customers.

  • 24/7 Availability: Offers round-the-clock support, catering to global customers and those with urgent needs outside of regular business hours.

  • Personalised Interaction: Enables personalised customer interactions based on browsing behaviour and enquiry context.

  • Reduced Response Time: Decreases response times compared to email or phone support, resolving issues quickly.

  • Convenience: Allows customers to multitask while receiving support, fitting seamlessly into their browsing experience.

  • Data Collection: Captures valuable customer data and insights during chats, informing future marketing and service strategies.

  • Cost Efficiency: Reduces the cost of customer support by allowing agents to handle multiple chats simultaneously.

  • Improved Customer Retention: Enhances customer retention by providing timely and effective support.

  • Brand Image: Projects a modern, customer-focused brand image by leveraging up-to-date communication channels.

Get in touch

At Connectivity.CX we are firm believers in demonstrating how we can deliver a more rewarding customer experience both for you and your customers. To arrange a no obligation demonstration of any of our products and services use the form below to email us. You can also call us on 0161 850 3261 or use the live chat service below and we’ll arrange a convenient time to call you back.