06 March 2018
Fewer Representatives this Easter? No Problem
Easter is the second largest spending annual holiday after Christmas for UK Consumers. It accounts to 10% of Britain’s annual chocolate sales, which equates to the size of a small dog per year!
Other items that are usually purchased during the Easter holidays are:
- DIY and Gardening Tools
- Flowers and Greeting Cards
- New Clothes (spring wardrobe)
- Picnic and Barbeque Equipment
- Sporting Goods
This could cause some consumers to overspend during the period and become worried about how they are going to pay back credit cards and items purchased on in-store credit. Others may find Easter the perfect time for fresh changes, whether this is sprucing up their wardrobe, renovating their home or even looking to buy a new one. Whatever situation they are in, these consumers may have questions about their finances during the holidays.
Whichever service provider they approach with their enquiry, the organisation could be facing staff shortages as their own representatives may be taking advantage of the long weekend. Therefore, remaining staff need to ensure they are able to serve the consumer to a high standard whilst coping with the demand of the workload.
Provide Great Service under Pressure
The easiest method of achieving this is via live chat for website software. The instant communication channel allows visitors to speak with a representative by sending text based messages in real-time, this means they do not have to wait a long time to speak with a member of staff and can get their questions answered quickly.
Visitors are able to enquire via live chat at a time and place that suits them. If they are surrounded by family over the Easter break, there is no risk of them being overheard discussing their financial situation and plans.
Your advisors can chat with multiple visitors at the same time, helping to answer more enquiries and contribute to decrease the pressure of managing the workload with skeleton staff. They can easily switch their availability, so if their current chats are of a complex nature or the visitors are speedy typists, the operator can make themselves unavailable and concentrate on their assigned enquiries.
If all representatives are unavailable, the chat will become offline, the visitor can then be shown a call-back form that gathers their details or a window that displays operational hours / asks them to try again later. The completed form is sent to an assigned email and the enquiry can be picked up by advisors within the software.
Whilst in chat, advisors can use a range of features to help them provide great service whilst speeding up their responses.
The representative can use Co-Browse to show a replica of the page or form the visitor is viewing. This helps them to gain understanding where the consumer is having difficulty and advise more accurately.
If a visitor has a question and the answer is already published, the advisors can automatically direct their browser to a specific web page or transfer the file if it is a PDF or other type of document. This reduces the amount of time representatives spend duplicating available information.
Operators can also see what the visitor is typing in real time, giving them an understanding of what the enquiry is going to be about. This helps the advisor to start forming how they are going to respond. Alternatively they can begin searching in the library of predefined replies if they know an already agreed answer will fit the question fully or partially, which can be edited before sending.
Click4Assistance has been providing live chat for website software to finance companies for over 10 years. For more information about how the solution can benefit your organisation and can be implemented in time for Easter, contact out team on 01268 524628 or email email@example.com