Moneypenny, business outsourced communication provider, predicts that small businesses will increase their use of live chat by 87% in the next 12-18 months.Live chat services are growing in popularity as companies continue to be ‘always on’ for their customers
Moneypenny’s research shows that 37% of live chat take place out of office hours and 16% take place at weekends. However, it is clearly beneficial to business as more than 35% of chat brings in new business enquiries and it has the highest satisfaction levels of any customer service channel at 74%, compared to 61% for email and 44% for phone.
Moneypenny’s live chat team offer businesses a complete live chat service or mange overflow or out of hours enquiries, combining state of the art software with the support of real people in the background to ensure no chat goes unanswered and that each visitor receives exceptional service.
Moneypenny live chat case studies
White Oak, the UK’s leading non-bank business finance provider started using Moneypenny’s live chat service so that visitors to their website could communicate with someone, giving them confidence that their enquiry is important and also to offer more flexibility to customers who find the regular 9-5 restrictive. The company has since experienced a 30% increase in new business opportunities.
Urban & Rural, national estate agents, launched their own live chat service but were receiving very few chats. With the introduction of Moneypenny’s proactive Live Chat service managed by professional live chat receptionists, Urban & Rural saw a 98% increase in live chat leads.
Joanna Swash, CEO, Moneypenny comments: ‘Our clients are finding it’s no longer enough to have just a website, they need to provide a means of immediate communication for their customers, so live chat is proving an increasingly important part of their communications armoury. Our new live chat calculator can give a business reassurance that it will be worth using this flexible communication tool.’
Pictured: Joanna Swash, CEO, Moneypenny