Why add Chat to your (WordPress) website?

Without new customers and without satisfied existing customers, you have no business. This means that:

1. The threshold for potential new customers to contact you must be as low as possible.
2. Existing customers must be able to contact you in several, preferably simple, ways.

One of these threshold-lowering options is offering On-line Chat via your website.

Website visitors experience On-line Chat as an accessible way to make contact.

1. Because you often end up in a queue by phone and have to stay on the line. With chat, waiting a little longer is often not so bad, because everyone is used to that with a conversation that takes place via typing.
2. For the same reason, a visitor does not expect an immediate answer during the conversation. This gives both the visitor and the employee a little more time to think before you answer.
3. Making contact by phone is quite exciting for some people. After all, you do not know exactly who you will get on the line and whether you will be able to express yourself properly.
4. People have bad experiences with sending e-mail. They have often experienced a response time of several days. If you do get a response, you can only hope that the question in the e-mail has been understood correctly. Otherwise, you can wait a few more days for your response with clarification.

Why do you want to offer On-line Chat on your website as an organization?

1. To lower the threshold for potential new customers and existing customers to contact your organization. After all, both can mean new opportunities, knowledge and assignments.
2. Offer more options to contact your organization. People experience that as customer-friendly and that means retaining existing customers.
3. To reduce the pressure on the helpdesk. You can handle multiple conversations simultaneously via chat. That is not possible if you have contact by telephone.
4. If Chat is integrated into your CRM (such as ECM2’s), you immediately build up a history. You can later find what you talked about. Both during a follow-up conversation or at any other time.

An impression of the possibilities.

The second part will follow in a few weeks, which will go into more detail about the functionalities of our On-line Chat solution.

Do you have questions or want to know more? Please contact us.