Large Insurance Firm Implements Live Chat for Web

One Call approached Click4Assistance in April 2015, to provide another channel of communication in order to improve customer service. Their requirements were for customisable functionality within the live chat for web solution, which could also satisfy their reporting needs. 

Click4Assistance Functionality

The insurance company have cleverly placed different types of buttons and windows throughout their website. An embedded button with a pop up window takes residence on the homepage, whereas a sticky button with an embedded window is positioned on all other pages.

The homepage focus is to guide the visitor to the information they need, with multiple navigational links, the live chat button is still available for those who need to contact One Call however it isn’t the main objective. The sticky chat button is more prominent to help visitors with the specific information pages.

All buttons and windows have been customised to fit seamlessly in with One Call’s corporate branding; the pre-chat forms have been altered with questions that allow the representative to instantly help the customer at the start of the chat, a valuable time saver for this quick communication tool!

One Call use the smartContact functionality also provided by Click4Assistance, a streamlined way to launch multiple contact forms within a specified area that optimises the space available on the website. One Call finds this useful for their various types of insurances. The information that is collated from the forms is emailed via the Click4Assistance solution to the allocated email address.

Complying to the FCA

Like the majority of financial companies, One Call has to go through strict procedures to select suppliers due to be being regulated by the Financial Conduct Authority (FCA). As mentioned in our blog last month “Click4Assistance live chat software helps Financial Companies Comply to FCA and PCI Regulations”, The FCA have powers to investigate companies not complying with their stringent procedures.

The insurance company have ensured they have remained compliant, by choosing to use Click4Assistance as their live chat for web supplier. The Click4Assistance software complies to FCA regulations by transmitting chats with 256 SSL bit encryption making them equivalently as safe as a payment page.

The Click4Assistance software masks any sensitive data, including credit card details. As this type of data is not transmitted and stored, there is no risk of loss.

The FCA states that data cannot be at risk through employees, the Click4Assistance solution includes settings to safeguard when and where a user can log in. The software can restrict access to the office IP address only, ensuring that employees are only logged in within the workplace and during permitted hours.

All chats can be viewed in real time by a supervisor to ensure the right information is being relayed and that the data is handled in the correct manner.

For more information on One Call’s implementation or how the Click4Assistance live chat for web software can help within the financial industry, call our team on 0845 123 5871 or email theteam@click4assistance.co.uk for a free case study. 

Author: Gemma Baker

Gemma is the Marketing Executive for UK live chat software provider, Click4Assistance, with a range of digital knowledge within PPC advertising, SEO practices, email campaigns and social media.