Is Your Finance Website Working Efficiently Enough?

When a customer browses your website with the purpose of making a change, they expect to be able to easily navigate your site and complete their intention hassle free.

This can range from changing personal details, getting a renewal or adding a product to their existing account. Whatever the purpose, your website is the platform that can efficiently provide this with little involvement from your representatives.

The Journey

Most consumers favour Google as their search engine and this is where the majority will begin their journey. They will be set on the path to your website and be presented with either a maze or a flowing river.

From your homepage you can help your visitors escape the dreaded feeling of confusion and easily set them in the right direction with the use of Promotions. These are images that automatically present to those browsing your website based on the set criteria.

They can display latest products, special deals or important news; a link can also be contained within the image, which automatically redirects the visitor to the relevant page. The Promotion being presented can easily be updated within the Click4Assistance solution allowing it to be tailored to what interests your consumers.

For example, a bank may have an influx of consumers looking at mortgages after the Christmas period so may want to redirect them to the product page regarding mortgages, whereas an insurance firm may want to navigate their consumers to a renewals page.

The Conversation

Once the individual is viewing the relevant information, they may begin to formulate questions. The quickest way to answer their enquiries is with live chat on website. There are 2 paths to initiate a chat session.

The first way is by including a reactive button on your website, when clicked this can present a prechat form that can request identifiable information from the visitor such as, name, phone number, reference/customer number, address, nature of enquiry, etc. These details are then viewable when the chat starts.

If visitors are not aware of the instant communication channel on your website, a Proactive Invitation is a great method for encouraging consumers to initiate a chat.

The invite will be displayed to the visitor based on rules similar to a Promotion, however the difference with a Proactive Invitation is that the visitor’s name can be collected on the image and when accepted the individual will be directly connected with the organisation in real time, rather than being redirected to a related page.

If your organisation uses a Proactive Invitation or has further questions to prequalify the visitor, a chatbot can be used first to gather the information needed. This reduces the operator’s involvement and provides them with extra time to advise other consumers or look up the information being disclosed.

The chatbot can also answer frequently asked questions, which could completely mitigate the need for a human operator to be involved in the chat. If the bot does come across a question they cannot answer or they have gathered all the details they needed to, the next step is transfer it to a representative.

From this point forwards the operator can advise the visitor. Should there be no representative available to chat, the communication channel can present an offline form that allows your organisation to continue receiving enquiries, helping your website to work efficiently even in your absence.

The Results

Visitors are more confident making smaller enquiries with organisations via live chat on website as they can receive an instant answer. This helps consumers complete transactions and stay loyal to the organisation as they are satisfied with the customer service they receive.

The communication channel has proven to reduce other types of enquiries (email, telephone) due to its instant nature. Representatives like using the solution as it varies their work and they are easily able to multitask.

‘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!’ -Digital Marketing Executive, Eldon Insurance

“Click4Assistance has enabled us to interact with those clients who don’t like picking up the phone or have just a quick question, which can then be dealt with quickly and effectively via the on-line chat facility. We have also found the out of office “leave a message” facility very useful.” -Business Development Manager, Sheffield Mutual

Click4Assistance has been providing live chat on website software to the finance industry for over 10 years. For more information regarding how your website can work more efficiently, contact our team on 01268 524628 or email theteam@click4assistance.co.uk.