The Live Chat Story of The Stag and Hen Experience

Whereas, a hen do was used to describe a gathering of women from the 1800’s, where they would drink tea and partake in chitchat and gossip. It was first used in its modern-day wedding context in 1976.

The idea of having a hen/stag do is to give the bride/groom a good send off on their last night of freedom. However this has extended to be celebrated over many days and has been wisely moved from the night before the nuptials to a more suitable time, reducing the risk of being too hungover at their wedding or missing it altogether from being tied to a lamp post in just their undies!

Therefore, the celebration has to be thought of to the last detail to ensure it is a roaring success. The Stag and Hen Experience takes this pressure off the best men and bridal committees as they arrange everything.

The Stag and Hen Experience was founded when employees within the travel industry felt they could improve the service when the main focus was on organising a stag or hen do, rather than being offered as a package within a travel agency’s wide range of services.

The company has over 10 years’ experience and provides stag and hen weekends throughout the UK and Europe, organising the travel arrangements, accommodation and activity itinerary.

Live Chat Implementation

The Stag and Hen Experience added live ‘chat for your website’ software back in 2013 within their sales department, helping them to engage with more potential leads as “some people wouldn’t have contacted us if there weren’t a chat button.” The company also reported that they have seen an increase in conversions since adding the communication channel.

Throughout the visitor’s browsing journey, they are easily able to access the live chat service by clicking on the chat button that has been designed with The Stag and Hen Experience’s corporate colours and fits seamlessly with their branding.

The chat button is one way to start a chat as it follows the visitor around the site; when clicked it presents the enquirer with a prechat form where they can enter their name. It has been customised to fit perfectly as part of the website.

Another way a visitor can start a chat is via the proactive invitation, this is an image that prompts the visitor to start a chat with the company. It is triggered when the individual has been on the website for a certain amount of time and/or a certain page. The imagery that The Stag and Hen Experience have used is consistent with the website’s content; therefore it really feels like you are going to be chatting with their advisors rather than a third party.

Both the pre-chat form and the proactive invitation lead the visitor into chat with a representative, where their branding continues. The dialogue window is a good size for the visitor to see the transcript and have enough space to write their message; it also opens up in a separate window therefore it does not interrupt the enquirer as they continue to browse, improving the customer experience.

To complete the chat journey,  two short surveys are presented gathering instant feedback regarding the chat service and the operator’s performance. This allows the company to ensure they are maintaining their expected customer service standards.

The Stag and Hen Experience has a very striking looking chat and the whole journey from start to finish is effortless, providing a very simple but efficient contact channel.  For more information regarding their implementation or to find out how to add live chat for your website be tailored to your organisation’s needs contact our team on 01268 524628.