Why the Finance Industry Needs to Implement Live Chat on Website

The financial industry covers a vast amount of products and services available to consumers and businesses, from bank accounts and insurance to asset management and pensions. The online marketplace is a competitive environment, one that can leave visitors confused.

With many organisations popping up to make easy money, visitors can become wary of who they do business with, wanting to protect their money as much as possible. This can make it challenging for the most genuine and trustworthy organisation to attract customers without several conversations first.

Live chat on website provides an instant communication channel that promotes to visitors that your company is easily contactable improving your reputation. At any point during an individual’s browsing journey, they can start a chat session directly with a representative in real time. This allows them to get their questions answered quickly via text based messaging.

Procuring Live Chat

When going through the process of procuring live chat on website software, financial organisations need to ensure they remain compliant with FCA regulations and now also with GDPR, they will need to know where data is stored and the retention periods involved etc.

Click4Assistance hosts data on owned servers in Europe’s largest data centre Equinix, which is located in The Docklands, London. Data is encrypted in Transit using TLS 256 it SHA2 algorithms and at rest using the latest Advanced Encryption Standard (AES256).

1 to 1 chats occur in a private and secure manner, with the communication channel proven to:

• Increase engagement rates with online visitors
• Aid representatives to answer questions quicker and improve efficiency
• Help advisors to encourage visitors to complete online transactions
• Improve customer satisfaction rates

Improving Efficiency and Productivity

Once trained, a representative can handle 3 chats simultaneously on average. However, this does depend on the complexity of the enquiry and the speed the visitor types. Being able to handle multiple chats at the same time allows advisors to answer individual’s questions that can help increase conversion rates faster than dealing with one enquiry at a time.

The Click4Assistance solution includes an intelligent chat distribution system, this allows enquiries to be directed to certain departments or advisors based on their job role or skill set. For example, a bank may have several representatives available via chat; this can include mortgage, loan or account advisors. A visitor looking to discuss their mortgage application can be routed to the relevant operator in a couple of ways. When on the mortgage section of the website the button used on the page(s) will directly route the individual to the advisor. Alternatively, the bank could use the same button across the site that initiates a pre-chat form when clicked; the window can contain a department selector allowing the visitor to start a chat with the mortgage representative.

Each advisor will have different documentation available to them digitally; if a visitor needs further information, pdfs and other types of files can be sent directly to the visitor in chat. Alternatively, if the information is readily available on the website, the representative can automatically direct the visitor to the relevant page that will open in their browser. This saves time repeating information and sending follow up emails and also ensures the visitor is reviewing the correct information.

What you Can Expect from Click4Assistance

We want to ensure your implementation is as easy and successful as possible, therefore when you sign up for our no obligation trial your account details will be sent directly to you along with the link to download the software and the script to simple copy onto your website.

An account manager is assigned to your company, who will give you a call to ensure you received your important information, and they will be able to help with any set up questions. They will be on hand throughout your trial with suggestions and advice on increasing your uptake. Our support team are also available to help if you experience any technical difficulties.

Click4Assistance has been sharing our knowledge and expertise with the finance industry for over 10 years. For more information on how your finance organisation can benefit from implementing live chat on website software contact our team on 01268 524628.