Business Choice Direct Follows Sister Company’s Success with Live Chat for Website

Business Choice Direct (BCD) began trading in December 2013 and is an appointed representative of Eldon Insurances Services Ltd. The insurance company currently has approx. 15,000 policy holders and writes approx. £12million of gross written premium across motor and non-motor products. That’s a lot of customers to continuously keep satisfied!

BCD approached Click4Assistance in early 2017, following a recommendation from their sister company GoSkippy, who has received a great response from their live chat for website implementation: “We introduced live chat to our business nearly two years ago and it has been a huge success. It has really helped us reduce our call volumes. Our customer service staff love using it and our customers are really benefitting from the service. The set up was simple and has worked smoothly ever since!”

The insurance company has implemented the instant communication channel across the website, allowing visitors to gain help at any point during their browsing journey.

Routing Chats for Faster Answers

BCD optimises their prechat form to be able to aid the customer quicker. They achieve this by requesting the visitor’s name and postcode, which allows them to identify the individual easily and bring up their customer record. They also use a department selector that enables the enquirer to select which area of the organisation they need to speak with.

Using Routing Groups, BCD has separated representatives into 8 areas of business: 

• Customer Service
• Payment
• Policy Documents I Need
• Documents to send to BCD
• Cancellations
• Brand New Policy
• Renewals
• Make A Change to My Policy

The prechat will display departments that have advisors available, allowing the visitor to speak directly with the relevant team that will be able to process their enquiry.

If an organisation has the resources, it is better to route chats to experts in each individual department, rather than a central contact centre that handles multiple types of enquiries, as each advisor can be fully trained within their field. For examples, great sales representatives can concentrate on brand new policies, renewals or deterring cancellations, as their talents would be wasted on Mrs Smith looking to change her address. Therefore you have the right people getting the best out of the business enquiries.

Engaging Customers to Chat

Chat has proven to be the more efficient communication channel when compared with telephone and email. There is no lengthy wait in a queue or for hours/days for a response, as advisors can handle multiple chats simultaneously allowing them to serve more customers at a time.

Alongside their chat button that stays in view with the visitor as they browse, a prompt known as a proactive invitation also appears after the individual has been on the website for a certain amount of time. The image can encourage the visitor to start a chat as it makes them think ‘actually yes I have a question, I didn’t realise it was that easy to speak with someone!’

The proactive invitation follows the same format as the prechat form, requesting the customer’s name and for them to select a department.

Providing Speedy Responses

Part of the functionality included within the Click4Assistance solution aids advisors to provide fast responses whilst remaining accurate. This is achieved with Pre-defined Replies which a library made up of answers to frequently asked questions.

Some of the ones that BCD has entered are to help with adding or changing a driver, an additional vehicle, changing address or vehicle, and deletion of a driver or vehicle etc. The operator has access to this during their chats and can select and edit the response before sending to the visitor, to ensure they fully answer the enquirer’s question. 

Ghost Text allows the representatives to view what the visitor is typing in real-time which enables them to understand what they are about to be asked. Therefore this gives the advisor extra time to think of their response, or search the Pre-defined Replies library.

Adding live chat for website to their spectrum of communication channels has helped Business Choice Direct to follow in their sister company, GoSkippy’s successful footsteps, and enable visitors to easily contact the company in a more efficient manner for the insurance organisation.

Click4Assistance has been working with insurance companies and other financial organisations for over 10 years. For more information on how live chat for website can benefit your business, contact our team on 01268 524628 or email theteam@click4assistance.co.uk.