10 November 2016 | 5490 views

UK Multiple Sclerosis Charity Handle Enquiries via “Chat On Your Website”

UK Multiple Sclerosis Charity Handle Enquiries via “Chat On Your Website”

Click4Assistance and MS UK

MS UK was established in 1993, and is a national charity dedicated to empowering people with multiple sclerosis to make the most of today, and live life to the full.

We put people affected by MS at the heart of our work. We provide high quality, professional services to support people living with multiple sclerosis, and we listen to people affected by MS.”

Why did they implement Click4Assistance?

The healthcare organisation approached Click4Assistance in September 2014, with a tailored requirement and released the software to the live environment shortly after, in December 2014.

Having compared Click4Assistance to a US provider, MS UK stated the selection was based primarily on the following reasons:

  • UK Provider

  • Offer value for money

  • High standard of customer service

  • The software is of high quality

Live Chat was implemented in order to engage with more people and make finding support easier.

Unique Requirements

Click4Assistance Live Chat for your website software can be downloaded onto multiple laptops or PC’s and with some MS UK advisors working from home, this meant there were no limitations on how or where the advisors were able to provide this vital service.

For those who might not want to download the solution on their personal devices the ability to simply log into the solution via the browser provided a further level of flexibility.

How did they do it?

Making the Solution their Own

In order to reassure people seeking advice through this channel that they were speaking to MS UK advisors, the organisation made full use of the fully customisable buttons and windows. The organisation customised the visitor interface ‘in house’ using their logo and colour scheme, ensuring every window presented to the visitor maintained the MS UK branding.

 

MS UK’s chat on your website button

Using ‘pop-up’ windows, the pre chat form presented when the visitor clicks on the chat button simply asks for a name, allowing the advisor to personalise the interaction without probing for further information.

When no advisors are available, the button automatically hides from view.

In line with their window customisation, MS UK also designed the email template used to deliver the chat transcript should the visitor request a copy.

MS UK’s chat on your website Prechat form

 

Configuring the Software

MS UK has built a library of predefined replies within the solution to enable advisors to quickly and easily respond to visitors frequently asked questions. Assigning shortcut keys to the responses means advisors can access the information directly from their keyboard.

You can read more about our predefined replies and how they work here.

Understanding the results

When the chat is finished, the advisor will categorise the interaction for reporting purposes and further insight into the type of help required. With a wide range of support offered, multiple categories within the ‘Reason for Chat’ are available for the advisor to select and they will also categorise on the outcome.

For more information about how MS UK has improved their customer service, contact our account managers on 0845 123 5871 or email us at theteam@click4assistance.co.uk.

Popular Blogs

6 Sep 2016

Salford City Council and Their Journey with Live Chat

Salford City is a city and metropolitan borough. Home to 218,000 residents and has been established since 29th March 1926, including the towns of Eccles, Swinton and Walkden. Salford is said to be a great place for tourists, with a range of activities on offer and some great spots for vacationers!

Read more
23 May 2017

Insurance Firm Jumps into Implementing ‘Chat on your Website’ Software

Being an insurance broker can be difficult when there is a vast amount of competition offering the same products.  Ensuring your communication with your customers is accurate, fast and professional is vital when attracting new and returning customers.

Read more
15 Jun 2017

Accessibility in Live Chat Integration

Organisations that design websites, web technologies or web tools should remove any barriers that prevent interaction with or present accessibility issues for people with disabilities; this is known as web accessibility.

Read more

Find out more

Live chat dashboard with chat window example

Live chat

Learn how live chat can help empower your organisation.

Find out more
Coni chatbot live chat support Arti AI for live chat business support

Chatbots & AI

Learn how chatbots and AI can help you engage with your audience.

Find out more
integrated omnichannel communications

Omnichannel

Connect with your audience using multiple omnichannels.

Find out more

Discover more

Want to see how live chat can work for your organisation?

See examples of web chat and chatbot implementations for your industry. Be inspired by how other companies in your sector use live chat!

Download web chat and chatbot examples for your industry

Embrace new ways of engaging with your audience!