Providing online customers with a “help button” when browsing a brand’s website could be the difference between losing a prospect and starting a long-term relationship with a valued customer. Percepta’s live chat programs, which we deliver today across multiple markets, are designed to proactively and reactively engage with customers quickly and effectively.
Delivering a Proactive Live Chat Solution
When tasked with strengthening the relationship between our automotive client and their customers in Australia, we launched a proactive live chat solution that would essentially mirror the physical dealership experience. This “online showroom” would allow the digital team, in conjunction with delivering social media search and rescue, to pinpoint a customer’s position on the site and reach out to offer advice or assistance.
The information gathered is precious. At any given point in time, the tool highlights:
- The number of people visiting the website and the pages they see – including model pages and specifically highlights which models they have been focusing on.
- The duration of their visit and the number of times they have been on the site are equally crucial in highlighting customers struggling to find what they are looking for or are visiting the same model pages repeatedly.
- If the customer has clicked through to the website via a link or QR code within a campaign.
Armed with this information, the team can, for example, reach out to customers who have been browsing a particular page for more than 10 minutes – perhaps they’re interested in one specific model but can’t find the information they are looking for – and start a conversation. And for a customer on their fourth or fifth visit to the site, this conversation might mean the difference between purchasing a car and moving to a competitor.
Our team also measures the success of the opening phrases they use, which can increase the number of customers accepting a chat invitation, but when fed back into the business, it can ensure initial training techniques are more effective.
On average, the team holds around 900 chats per month, each one focused on enhancing customer satisfaction.
This proactive solution ensures we drive the engagement and presence of our client’s brand online and actively help customers at a crucial stage of their journey with the brand.