09 December 2013 | 4950 views

The Benefits of Our New Website Chat Software File Transfer Feature

The Benefits of Our New Website Chat Software File Transfer Feature

At Click4Assistance, we’ve always made the effort to ensure that our website chat software services really do benefit customers. The file sharing capability that we’ve now rolled out is a perfect example, enabling live chat assistants to send documents directly to their own clients.

How, though, can this benefit a company?

It helps to hit customer pain points

'Pain points' as such, are the areas of dispute that customers have regarding a product or a service. It could be the price of a product, whether or not it can be used in certain situations, or even the levels of communication that they want from a service. Whilst the customer still possesses the pain point, they're going to be uncertain about spending. Document sharing can help to ease their concerns. For instance, if a potential client was unsure about whether the types of reports they were going to be issued at the end of the month, they could be immediately sent an example of a typical report, which they could view and ask questions about.

It can answer any and all queries

When combined with careful planning, a document file transfer could lead to virtually all customer concerns being dealt with in the initial conversation. If the company was to invest some initial time developing Q&A or FAQ sheets on each of the main areas they offer (such as one on billing and invoicing, one on guarantees, or one on each product) then they would instantly be able to sent the customer a detailed response to their queries, who would then be able to respond in turn to this information, and the whole sales conversation would take place straight away.


It minimises breaks in the sales process

Every customer wants to feel special, which is why it's important to ensure that every experience they have with your company is a good one. File sharing can aid this. As noted in the point above, it would enable a company to provide every single answer that the customer has within the first conversation, meaning that although this initial discussion might be longer, the customer will then know whether or not they’re going to make the spend immediately. This can drastically minimise the amount of time spent dealing with customers who simply aren't sure - in turn, this is a money saver.

 

It'll minimise multi-tasking

Whilst multi-tasking is, to an extent, an essential in modern business, anything that can be done in order to minimise should be valued. The more customers that continue to come back and forth with more queries,  the more chance there is of a mistake being made. Effective use of file sharing means that, as a rule, a customer should rarely have to call more than once.

It fills in the gaps

Within any sales team, there are inevitably going to be crossovers in sales cases. Sometimes it's that a potential lead has requested a call back at five, when the customer service assistant who initially took the call is no longer in the office. Other times, it's simply that the customer returns the call when the original sales assistant wasn’t around. This swapping of cases can lead to information, data and even whole leads being lost in translation. The ability to answer almost any queries in the initial conversation will help to cut down the amount of return calls, and as a result will ensure that sales go up; those working with website chat software will be able to close sales first time more easily.

Feedback

We pride ourselves on using customer feedback to improve our services and process. That’s why we’d love to hear from any customers who’ve already started to make use of this system. Give us a call now!

Popular Blogs

7 May 2014

Click4Assistance Releases Mobile-Friendly Live Chat Software

Following the server migration and Heartbleed announcement in April the Click4Assistance team is once again focused on enhancing UK’s favourite live chat software. 

Read more
4 Oct 2013

Click4Assistance UK Software Provider Partners with Largest UK Furniture Retailer

Click4Assistance is proud to announce it has recently integrated its innovative live chat software into the existing website of largest UK home retailer Harveys Furniture.

Read more
5 Aug 2016

How to Add Live Chat to my Website? Use a Live Chat Plug-in

This article is part of a series that explains the various aspects when you are considering live chat for your website.  Whether your website has been built by your own developers, an outsourced development company, or you’re using a 3rd party solution such as WordPress at some point you will need to add a chat window plug-in.If your looking to add live support chat to your website, visit this link add live support chat to your website

Read more

Find out more

Live chat dashboard with chat window example

Live chat

Learn how live chat can help empower your organisation.

Find out more
Coni chatbot live chat support Arti AI for live chat business support

Chatbots & AI

Learn how chatbots and AI can help you engage with your audience.

Find out more
integrated omnichannel communications

Omnichannel

Connect with your audience using multiple omnichannels.

Find out more

Discover more

Want to see how live chat can work for your organisation?

See examples of web chat and chatbot implementations for your industry. Be inspired by how other companies in your sector use live chat!

Download web chat and chatbot examples for your industry

Embrace new ways of engaging with your audience!