Contact At Once!

Archive for the ‘Training’ Category

Contact At Once!’s New Web-Based App: Connect Like Never Before

It’s now even easier for your team to connect and converse with shoppers via Contact At Once! That’s because we’ve launched CAO! Connect, a new, web-based answering app. If you haven’t jumped on it yet, now’s the time!

New Things to Love

Connect replaces your desktop app, and there’s no download needed. Just open a browser and log in. Keep the Connect tab open in the background as you work, and you’ll get in-browser notifications whenever conversations come in.

Speaking of those conversations, you can now…

Easily see where shoppers come from

Connect’s dashboard shows you, at a glance, which messaging channel shoppers are using (chat, text, Facebook Messenger) AND where each conversation originates (your site, advertising sites, OEM sites, Facebook, etc.)

Search & share inventory, vehicle history reports & more

Agents can pull up this information to answer specific questions, share inventory recommendations, vehicle history reports and more to come! These tools can help you guide shoppers down the purchase path.

Translate in real time

Have a multilingual customer base? Your agents can type in the language they’re most comfortable with, and Connect will translate it to the language of the shopper (12+ languages supported). Agents will see both languages presented; the consumer will only see the conversation in their language.

One Important Tip

Make it part of your morning routine to open your browser, log in to Connect and leave that tab open. Since Connect is a browser-based app, you need to so in order to receive messages. (It won’t do it for you automatically.)

Set a reminder, write a post-it note—whatever it takes! You might also want to set your mobile app to keep you logged in there, too, just in case you forget.

How to Get Started

Ready to put these (and more!) messaging capabilities to work for you? We’ve enabled Connect for all of our customers. So if you don’t have your login yet, it’s easy!

  • New customers will automatically get set up with Connect.
  • If you’re an existing customer, your admin (the person who manages your CAO! account) can “migrate” your agents (the people who answer the chats/texts) in the Portal. Here are the steps!
  • Once agents are migrated, they will each receive an email with details on how to log in and start answering through Connect.
  • You can chat or text with us for help or more information, right on this site, too!

And don’t forget the training that will help you learn the new answering app layout and capabilities: Admin training and agent training are available online at your convenience!

We hope you enjoy this new way to “Connect”!

How to Answer the “Is This Vehicle Available” Question via Chat or Text

large inventory of vehicles in stock

Recently, an acquaintance told the story of chatting with a car dealer about a specific vehicle. Excited to find exactly what she was looking for, she asked the agent, “Is this vehicle available?” The answer: “Sorry, no.” End of chat.

With over 10 years of chats under our belts, we at Contact At Once! have plenty of data. After reviewing that data, we found that the Number One Reason consumers chat is to find out if your inventory is still in stock. In fact, 24% of all conversations revolve around that question.

But are you answering correctly? Have you trained your team for this? Are you ready? (I won’t call out any names, but I’m afraid that the answer is “no” for a great many of you!)

3 Tips to Keep the Conversation Going

If you have the vehicle they’re asking about, the answer is simple: “Yes.” If that car was just sold, though, it’s another story. The key is saying no in a positive way…and that may require a little proactive digging on your part. Here are some ideas to help:

  1. Resist the urge to answer quickly with “No.” Even if you’re prepared to offer something else, they may not stick around to see your next message.
  2. Ask a question of your own to buy time. Along with reassuring the shopper that you’re double-checking the inventory for them, ask what they like best about that vehicle. That may help you gather a list of wants and needs to help with point #3 below.
  3. Take a moment to find an alternative before you respond. Review your inventory and find a similar vehicle based on what they were looking for (and why they liked it). Then suggest that other vehicle in your response.

You may find that another vehicle meets their requirements and results in a sale due to your quick thinking and persuasion!

Check out this blog for additional tips on having a great conversation via web or mobile messaging.

Hot Opportunity Transfer: See How It Works

Despite your best intentions, it’s almost impossible to be instantly available 24/7—especially when you’re already busy helping people buy your products. That’s why we created the Hot Opportunity Transfer (HOT) feature.

HOT allows us to buffer your team from shoppers chatting in with more general questions. (We can usually handle those on your behalf.) Yet when a shopper gives off buying signals, we can push them into a direct text conversation with your team for the best experience. After all, no one knows your company better!

The goal is to give your team more flexibility and help you capture more sales opportunities…whenever they come.

Check out the above video to see how HOT could work for your dealership.

Pump Up the Volume: How to Increase Consumer Engagement

You’ve been chatting and/or texting with customers for a while now, and you’re loving it. You’re one of the thousands who have discovered your customers would rather message than call or email! In fact, messaging is their #1 choice for communicating with brands (more than 75% preferred it over phone or email in this survey).

So how do you pump up the customer conversation volume to get even MORE incoming messages?

Check out these ideas on encouraging engagement—and hopefully close more deals as a result:

#1 – Be “Present”

Before consumers can reach out via messaging, they have to know the option is there. Then they need someone to respond when they do chat or text. Aiming for always-on presence can help you with both!

The goal is to have someone available to message with customers on your company’s behalf whenever they reach out. (Hint: our co-managed or fully managed options make this easy!) Not only is immediate availability the best customer experience—which can encourage more use—it can also mean that your chat invitations are delivered to more people, boosting potential volume. At least, that’s the case if you use presence-aware chat invitations, which only display if someone is there to respond instantly, reducing consumer frustration.

#2 – Connect on Shopping Sites & Google My Business

You can also increase messaging volume by deploying chat and text options beyond your website. If you list inventory on Autotrader.com, Cars.com, CycleTrader.com, NewHomeSource.com, etc., take advantage of the ad packages that include chat and text. Extend your messaging to Google My Business while you’re at it—we can even activate it for you. After all, the more connections you make, the more sales conversations you can have!

Not sure if the classifieds site you use offers messaging? Ask! Many of them do, and you’ll likely use Contact At Once! to manage all the resulting conversations.

#3 – Enhance & Expand Messaging with Our Partners

Take a look at Contact At Once!’s partner integrations, too. Many of these tech partners integrate our chat into their products, so if you’re a mutual customer, you could engage consumers in more places! For example, one integration helps you manage Facebook Messenger, another lets you add chat links Digital Air Strike’s ResponseLogix SmartQuote™, and yet another adds chat options to eLEND Solutions’ CreditPlus program.

#4 – Add Text Messaging Everywhere

Take the Mobile Text Connect number you get with Contact At Once! and put it…well, everywhere! You’re not stuck with a tap-to-text button on mobile or desktop sites. You can put the number on print/TV/radio ads, billboards or window stickers, promote it at the front desk and add it to your pay-per-click campaigns (Google AdWords). The more places you add text, the better your chances at reaching the shoppers who are ready to take action that way.

Hint: You can even purchase additional text numbers and dedicate them to different advertising campaigns for better attribution.

#5 – Consider the Look, Feel & Placement

Along with adding messaging in more places, double-check the calls to action on your own desktop/mobile site: Have you checked to ensure you’re using the latest, most updated options from your provider? Is the invitation to chat or text appearing in the right location (and in the right color) to attract clicks?

The following designer advice may come in handy:

  • Position smartly. Bottom right is where the eye naturally lands (for the Western world), so invitations that appear in that position seem to get more attention.
  • Less is more. You might think flashy animation looks cool; however, animation can sometimes come across as a pop-up ad. Be subtle so the engagement feels more like a natural part of the website experience.
  • Try to blend with your website colors. For example, use a contrasting (or accent color) to grab more attention. You want the call to chat or text to stand out while still being a part of site design.
  • Photos are key (even if subconsciously)! People often feel more comfortable asking questions when they can see who they’re talking to on the other end.

After all, even though most consumers prefer to message, we have to make that action easily noticeable and accessible wherever they are! Are you ready to turn up the volume and get more from your messaging?

 

Hot Opportunity Transfer: Are You “Hot” or Not?

Will all the HOT dealers please stand up? No, I’m not talking about who looks good today (I promise).

I’m talking about those who’ve taken advantage of our Hot Opportunity Transfer (HOT) capability, a standard feature for dealerships on our Professional package. The combination of chat, text and a co-managed implementation allows Contact At Once! messaging experts to connect customers who are giving purchase-ready signals directly to HOT-enabled sales reps at the dealership. Basically, our team weeds out the tire-kickers and introduces the serious buyers to your serious sellers.

For the most effectiveness, though, you want to set up the right HOT team. And we’re here to help!

Who Is HOT Material?

Not everyone gets to be a “designated hottie,” so to speak. Some dealerships only set up their hungriest sales reps because handling HOT leads is a big responsibility. These people will receive push notifications about a serious buyer from the Contact At Once! mobile app, pick up the text conversation ASAP, and hopefully seal the deal. And they’ll get more chances to do so!

But as I mentioned, with great power comes great responsibility: You have to be ready to answer those consumers anytime, anywhere. In other words, the best HOT agent is…

  • A go-getter.
  • An intelligent and excellent closer.
  • A tech-savvy salesperson who takes advantage of Contact At Once! and uses our mobile app wherever he/she can.

How to Designate a “Hottie”

Let’s say you’re a Contact At Once! admin. Once you or your director identify your best, hungriest closers, it’s your job to officially designate them as hotties (HOT agents):

  1. Log into the Contact At Once! portal.
  2. Click “Provisioning” and tap “Provision Agent.”
  3. From here, you can edit the agent you want to identify as HOT.
  4. Simply open that agent’s profile, and click the “Hot Leads” option toward the bottom.
  5. Click “Save,” and you’ve just designated your first HOT agent!

OK, You’re HOT. Now What?

If you’ve been tapped as a HOT agent, it’s an honor. You’re going to be trusted with the more serious potential buyers, people who need your dealership expertise. And that means you’ll get more opportunities to sell vehicles! Here are three best practices to make the most of it:

  • Always use the latest version of the Contact At Once! mobile app. (Keep a close eye on your app store.)
  • Be attentive. You may get a push notification in the middle of the day or at night, whenever a HOT lead is identified. That’s the perfect chance to wow the buyer with speedy responses and convince them to come in.
  • Read the transcript before responding. You can see what the buyer and the Contact At Once! messaging expert were chatting about earlier right in the app. (It’s part of the text conversation you’re now replying to, just in a darker color.) This will let you continue the conversation without making the buyer repeat anything!

With Contact At Once! as the front lines and the right team of HOT dealer agents ready to seal the deal, your dealership can set a scorching record this summer.

Got more HOT questions? Chat or text with us below!

4 Contact At Once! Reports That Gut-Check Your Messaging

Ahhhh, the Contact At Once! portal. For some of you, having all this detailed data at your fingertips is heaven. Or maybe you’re a “big picture” sort of person and want to get in and out a little more quickly. Either way, our goal is to make this easy for you, so take a deep breath and let’s take a look under the hood.

There’s a lot of information in our portal, especially for the Contact At Once! admins. You can really dig in and get valuable insight into what is happening with your company’s messaging performance because we believe in showing you the whole story (not just a select group of chats and stats that make us look good).

To help, we narrowed it down to four performance reports that can give you a quick gut-check of how you’re doing: the Chat Conversation Detail Report, Mobile Text Connect (MTC) Detail Report, Agent Performance Report and Contact Source Report.

How to Access the Messaging Reports

  1. Your company’s Contact At Once! admin needs to first log in to the portal.
  2. Click the Reports tab.
  3. Choose the desired report from the drop-down list.

What the Top 4 Reports Provide

Chat Conversation Detail & MTC Detail Reports – These are snapshots of the number of chat or text conversations answered and missed, along with a quick visual of leads that have been collected from such conversations. From here, you can also view transcripts to see what customers are inquiring about (and how your agents are answering).

Agent Performance – This report can show which of your agents are either actively answering chat/text conversations or are not. If they’re not engaging, they may be receiving incoming message notifications but aren’t answering…or they may simply not receive those notifications because they aren’t online enough. Either way, you’ll know where to focus to improve your company’s messaging experience.

Contact Source – Check out the Contact Source to see where your leads are originating. You can tell which messages are coming in from your own site, from partner sites and from third-party search/shopping sites (like Autotrader, Cars.com, Apartments.com, NewHomeSource.com, etc.). It’s great for attribution!

How to Use the Information

These four reports will help you watch for holes in your processes and make course corrections as necessary: What’s broken? What’s working? What could be improved? Are your chats or texts being answered in a timely manner? Are your agents answering their share? You can then dig deeper to learn why some agents are involved and others aren’t, and how to encourage more accountability.

Of course, you can get much more detailed in your reporting within our portal. If you need help, just chat with us below (choose Support), and we’ll help you design the reports you’re looking for!

6 FAQs About the New Contact At Once! Mobile App

Contact At Once! new mobile chat app screen examples

If you answer chats and texts for your company at least part of the time, you likely know we released a significant update to the Contact At Once! mobile app (watch a quick video here). Our mission is to create a better user experience for you; we even squashed a few more bugs with the Dec. 10 update!

Of course, as with any software update, it can take a second or two to reorient yourself. That’s why we asked two support gurus to share—and answer—the most common questions Contact At Once! clients have been asking about the new mobile app.

1.) How do I get chats forwarded to my phone on the new mobile app?

This feature hasn’t really changed. If you start chatting with a consumer from your Contact At Once! desktop app, you can click a button and continue that chat on your mobile device (and vice versa):

  1. Click “GoMo” in the top right corner of the desktop chat window.
  2. Accept the mobile app notification that will pop up on your smartphone.
  3. From there, you can continue the conversation on your mobile app.

If you ever want to return the conversation from the new mobile app back to the desktop app:

  1. Select the action menu in the top right corner of the mobile app (the 3 vertical dots).
  2. Choose the option that says “Forward to desktop.”
  3. Continue the conversation via your desktop app.

2.) How can I make the mobile app notifications more insistent, so I don’t risk missing a conversation?

While you can’t currently change the native audible alert sound (stay tuned for future updates, though!), you may want to double-check a few settings.

On Apple devices:

  1. In Settings, go to Notifications.
  2. Select the Contact At Once! name from the list.
  3. Ensure the option to Allow Notifications is marked as On (and that every option is set to On)
  4. Consider setting the Alert Style (at the bottom of that screen) to Alerts, which will require you to take action on any incoming notification before doing anything else.

On Android devices:

  1. In Settings, go to Notifications.
  2. Select the Contact At Once! name from the list.
  3. Ensure Notifications is set to On.
  4. Make sure device sounds are turned all the way up.

3.) How can I transfer chat requests to another staff member if I’m out of the office?

Chats are automatically directed to whichever agents are online, so it can be as simple as making sure that you’re logged out of the mobile app. Just slide the app screen to the right and click Offline (an option under your profile picture).

However, if there’s a special case and you want to ensure no chat or text requests come in while you’re out, we can help! Reach out to our Support Team to set you up as a “forward only” agent for a specific time. When you’re ready to go back your normal settings, let Support know again.

4.) How do I insert pictures or videos from my phone into a chat (or text) with the new mobile app?

This is super-simple! If it’s your first time using this feature, the app may ask your permission to access your Camera Roll. Other than that, follow these steps:

  1. While engaged in a chat or text, click on the “+” symbol in the bottom left of the mobile app screen.
  2. Select Photo Library (or Video Library) from the list, then select the picture or video you want to use.
  3. Click Send.

5.) How can I set up a live video chat from an iOS device?

With the Contact At Once! mobile app, you can easily stream live video to a consumer via their chat window. (Note: It’s not the same as FaceTime; this is more of a one-way video view that can be less intimidating for those who aren’t comfortable showing you their faces.) Here’s how you share such videos in a chat conversation:

  1. Click on the “+” symbol in bottom left side of your mobile app screen.
  2. Click Start Live Video. (And remember: The consumer can see and hear!)
  3. Click the red “x” button when done.

6.) How do I change the password for my Contact At Once! mobile app?

If you’re the Contact At Once! admin for your company, you can update your password in the Contact At Once! Portal (in the Settings tab). However, agents—those who are set up to chat/text with consumers—can’t update their IDs or passwords because those login credentials are system-generated. Don’t worry if that password is too difficult to remember, though: Once you register your mobile app, it will recognize you every time you open it!

Keep those questions coming! If you’re curious how to do something with Contact At Once!, we’re here to help you get it done.

Many thanks to Karim Peters and Christopher Knight for sharing their product know-how with us all. And remember: You can find more Contact At Once! how-to’s in our Quick Tips blog section.

10 Text & Chat Tips for the Best Digital Interactions

faqs_text-chat

 

Chatting or texting with friends and family is second nature to most of us. But throw it into a business context, and we all tend to have a question or two about the best way to handle various situations. It’s common! In fact, we’ve gathered some of the most frequently asked questions right here…with advice from leaders in our customer care team (the Professional Messaging Experts).

1. How should we prepare for chatting and texting with consumers?

Along with getting official training on how to use your text and live chat software, consider approaching the conversation as if you were on the phone or talking in person. Set the tone from the beginning and add personality (i.e., be human). Because “it’s not cheesy in chat,” you can insert semi-formal speech if it fits your brand and, when appropriate, emojis. 🙂

2. What’s the single best piece of advice for overcoming objections during a chat or text conversation?

Make a genuine connection no matter what, even if the conversation doesn’t convert to a lead. Objections may be raised, they may not be pleased with a certain piece of information or they may end that particular conversation, but you’ve got a better chance that they’ll return if you’ve established a positive relationship. (Check out words of wisdom shared by customers like you on how they overcome sales objections in automotive and multifamily situations.)

3. What is the best way to convert a chat to an appointment?

Like an in-person conversation, wait until the appropriate time (which is usually not the moment the chat or text conversations starts). An important phrase to ask is, “So when are you looking to make a purchase?” or “When are you looking to rent?” This allows you to judge whether or not the person you’re speaking with is ready to provide more detailed information and if you should start gathering contact information. For example, Contact At Once! messaging experts are trained to recognize buying signals for HOT leads and help them move forward in the process.

4. How do you handle a customer who seems to be just wasting your time?

Although frustrating at times, try to treat every person who messages with your company like a valued customer. Just because they’re not be willing to commit to moving forward today doesn’t mean they won’t in the future. So don’t burn bridges! Follow through the conversation as diligently as possibly. (That said, there are times when it may be appropriate to blacklist people from messaging: excessive profanity, rude commentary, etc. Determine what your blacklist criteria are and reach out if you have questions about how to block them.)

5. How do you properly guide a chat conversation?

Consumers can sometimes go off topic when chatting or texting. While it can help you deepen the relationship, don’t forget to gently redirect the conversation back to business. Make sure you are polite and listen to them; hear their concerns. But look for a good place to insert a question, from “What kind of car would you like?” to “When were you looking to move?” You could also offer them something additional to encourage information gathering: “Where may I send more information?” or “Would you like to be notified when something like that becomes available?”

6. What is the best way to keep the consumer on the chat?

Be responsive. In messaging, 30 seconds can feel like 5 minutes, so if you need to look something up, let the person on the other end know! Tell them you’re working on their question, gathering the information and will get back to them as quickly as possible. (Hint: You can use a shortcut in those instances!)

7. What should you do when you’re chatting with one consumer and another walks into the business?

Not to worry! You can either forward the chat or text to another person on your team or push the conversation to your mobile device so you can continue to help both parties. (The latter, of course, depends on your level of comfort.) You can also use this as an opportunity to promote the texting option. Consider creating a shortcut message that asks for permission to text the consumer more details in case they don’t have time to sit on the chat while you assist the person who walked in.

8. How do you address a shopper’s concerns about the item of interest if it is no longer available?

Messaging is all about connections. Simply put, respond like you would if you were on the phone. Make sure to apologize, but offer an alternative as well. By suggesting a possible solution, you show you’re trying to address their concerns thoroughly, which can lead to a better consumer experience.

9. When is it ok to end a live chat conversation with a customer?

Usually, the consumer will let you know when to end the conversation (and they often will end it themselves). In the few cases where you’re unsure, just approach it naturally. Perhaps you could add, “Is there anything else I can help you with today?” Whatever you choose, type with a smile; it does make a difference.

10. What do we do if someone abandons the chat prior to sharing their name or contact info?

Sometimes consumers prefer to remain anonymous, and we suggest respecting that (the benefits of the convenience and great service you offer can go far!). You can, however, also add in conversation prompts that require certain information before the chat or text conversation starts. Just be mindful that the more fields you require, the fewer conversations you’ll get…decreasing your opportunity to provide a great experience and possibly earn leads and future deals.

From preparation to the close of the chat or text, digital conversations aren’t really all that different from any other conversation. They just happen in a different format!

Did we address your question? Have something to add to these FAQs? Pass them along: marketing@contactatonce.com.

Unsung Heroes: The Team That Trains for the Best Chat & Text Results

Contact At Once!'s live chat and text training team stand ready to help

“Practice makes perfect.” We’ve all heard that phrase, and it’s true no matter what you’re learning, from driving a car to playing an instrument…or learning a new software system. But it’s hard to practice if you don’t first have help getting started or someone to guide you along the way.

Luckily, if you use Contact At Once!, this how-to guidance is included!

Meet the Contact At Once! Training Team

Think of our training team as the personal trainers at a gym or the music teacher who coaches you through initial uncertainty to a concert solo. They know the messaging products you’re using (text, web chat, mobile chat, etc.), and they’re here to help you use it better so you can reach more consumers in the most efficient, effective way possible.

Here’s where they come into play:

Training specialists – Any company that becomes a Contact At Once! customer identifies a person to be the program manager and our point of contact, called the “account administrator.” Our training specialists get these admins up to speed, from how to use the Contact At Once! platform to how to access reporting and manage various settings. And if your team answers chats or texts in-house, these training specialists will ensure they have the know-how to do so effectively: Take a look at what’s available.

Enablement specialists – As you probably know, Contact At Once! is the only platform that can also work on third-party sites like Autotrader.com, CarGurus.com, Cars.com, etc. If a company chooses to chat or text with shoppers from those listings, our enablement specialists are there to guide them through it. They offer similar help as the training specialists, including a Contact At Once! portal walk-through, mock chat or text scenario tests and more.

Customer operations specialists – Consider this group the quality assurance of training. They’re dedicated to ensuring our training and support teams remain top-notch and that Contact At Once! customers are getting exactly what they need. Speaking of…

New Training Experiences Coming Soon

It will soon be easier than ever to access all types of training, thanks to the new “one-stop shop” Learning Management System (LMS) we will be launching next year. Here, both new and seasoned Contact At Once! users will be guided through various messaging “courses” that will help you become more adept at using the software…and see more success as a result! Training will include product knowledge topics (from navigating the portal to using the mobile and desktop apps), best practices and how to make the most of your messaging experience.

So stay tuned and remember: Whether you’re a new customer or just want to refresh your knowledge, we’re ready to guide your “practice” and make your mobile messaging skills more effective than ever. Just let us know how we can help!

Tech is good. The human touch makes it better. That’s why we’re introducing you to the people behind the industry’s most powerful mobile messaging software, dedicated to making your experience rock!

If You Do One Thing to Improve Your Chat Effectiveness, Do This

A photo by Jared Erondu. unsplash.com/photos/j4PaE7E2_Ws

Did you know that there’s a “formula” for mobile messaging success? In the simplest terms…

Contact At Once! + Always-On Presence = More Conversations & More Satisfied Customers

You probably know that using Contact At Once! is a smart choice. So let’s focus on the second part of the equation: always-on presence. This refers to having at least one person available to chat or text with customers on your company’s behalf. As long as someone on your end is active on their desktop or logged into the mobile app, shoppers will be able to reach you in all the moments that matter to them.

That’s a huge factor in text and chat success for the following reasons:

  • Being “present” means you can respond faster. If people click a “Chat Now” button, they expect to chat now. They don’t want to sit there waiting; it’s as bad as being on hold! (A LivePerson study found that 93% of consumers see real-time help as useful in at least one online shopping scenario.)
  • Being “present” means you can capture more opportunities. About half of shoppers will abandon online purchases if they can’t find a quick answer and swiftly get their uncertainties resolved. Granted, most people aren’t buying cars entirely online—yet—but this expectation trickles into research and comparison shopping! (Check out how it helped this dealership.)
  • Being “present” means you can provide the BEST experience. In other words, you’re always there to help when they reach out. That’s the sort of at-your-attention service needed in a world where the experience you provide will be more important than your price by 2020.

So if you do one thing to improve your mobile messaging effectiveness this year, it should be maximizing your presence. Strive to be “always on”!

How to Maximize Presence

One way to achieve this 24/7 availability is by using Contact At Once’s fully managed chat solution with an entire team of professional messaging experts dedicated to managing such conversations. But if you wanted to manage some or all of these chats in-house, you can still reach a similar goal. An in-house team can be very effective at answering customer’s questions and guiding them toward the final sale or service appointment, especially if they have the right technology.

Here are a few ways to increase availability (and improve customer experience) when using our self-managed or co-managed solutions:

  • Know the current situation. Read your Agent Performance Report and/or Chat Performance Report to understand just how often your team is online and available to chat. (Your company’s Contact At Once! admin can find this report in the Portal.) If you manage chats in-house and don’t have after-hours help, aim for a presence percentage of at least 60-70%—more is always better.
  • Use “presence-aware” chat invitations. This is usually a default setting with Contact At Once! because it helps prevent negative experiences. Such invitations only offer the option to chat if you’re available to respond instantly (i.e., someone on your team is at their desk or logged into the mobile app). No customer will be left waiting.
  • Involve more people at your company. The more people you set up to chat or text, the more customers you can help when it matters. Here are a few more tips to encourage your team.
  • Remind everyone to use the mobile app. This gives you the flexibility to answer chats or texts anywhere, which means you can stay “present” to online consumers even when you’re not at your desk. That simple change can boost your availability quite a bit!
  • Use our Professional Messaging Expert team. If your company’s ready-to-respond presence still leaves something to be desired, get expert backup (and/or increase coverage as needed)! Our industry-trained professional messaging experts are skilled at building relationships as they assist your customers via chat or text, and they make sure your team has everything needed for follow-up. With them on the case, it’s easy to ensure an amazing, always-on presence…without overwhelming your team. And they can manage as many or as few of the conversations as you want.

Implementing just a few of the above steps will boost your chat presence…which can increase inbound chats and texts and conversions. Good luck!