In fact, according to research by Forrester, “44% of online consumers say that having questions answered by a live person during an online purchase is one of the most important features a website can offer.” “The rapid growth in the customer centric approach to get insights about customer preferences, have driven the demand for live chat software market,” wrote Reportbuyer, an industry intelligence solution that provides all market research reports from top publishers.
“Real time communication is among the vital components for understanding the needs of the consumers.” Live chat offers numerous benefits for businesses looking to connect with consumers online.
For banks and credit unions this means more than online banking or an impressive website.
Not only do consumers want convenient, anytime access, they also want a superior customer/member experience.
For most businesses starting out with live chat, the hosted solution is a good way to go, especially if you are just testing the waters.
Bank of America is one such study and early adopter of live chat, remarking in 2012 that live web chat was a “key part” of their offering — and as American Banker alludes, a primary factor in their recognition as a top bank in Keynote Systems Banker Scorecard.You can then chat in real time with a Member Connections Representative about your account, our products and services, or any other credit union related issue you have questions about, while online.When you have a specific question that needs a personal touch but don’t want to pick up the phone, Live Chat is just the thing.Live chat can offer you one of the critical tools your bank or credit union needs to grow and compete.Used to complement other self-service software, such as the Silver Cloud Consumer Enablement suite — live chat will help you deliver the superior digital experience your customers and members want.Sometimes features can become overwhelming, so just focus on the ones that you really need to start.There are tons of companies now offering live chat software.The first decision you will need to make is whether to use a hosted solution or an installable solution.Hosted solutions are simple to set up, and require a minimal investment to get started.With an installable solution, you’ll be hosting the service on your own systems, which will give you greater flexibility when it comes to customization and configuration, but will also require a more significant investment up front.You’ll have full control over your environment, which can be good or bad depending on your goals and in-house IT resources.