Regardless of the business you’re in, your first interaction with prospects, customers and even suppliers probably happens over a digital channel. After all, we’re in the time of the digital customer!
The modern digital customer wants instant access to information and immediate answers to questions. They’re used to giving feedback and sharing their experiences online. And if you want to engage with customers digitally, then you also have to be where they are and when they are looking for information.
But, how do you do that?
Announcing SuperOffice Chat
The new SuperOffice Chat feature is a tool you can use to converse with prospects, customers, and suppliers directly on your website in real-time.
SuperOffice chat is a live chat feature. This means that a real person needs to be on the other end of the chat to talk to customers, versus a chatbot, which is a computer program that mimics conversation with people via artificial intelligence.
Customers don’t have to install anything on their devices in order to chat with you.
And because SuperOffice Chat is 100% integrated with SuperOffice, not only can you “chat” and answer questions, you also have access to the relevant customer information in SuperOffice CRM to help your customers quickly and efficiently.
5 reasons why you should use chat
Chat is a tool that both your customers and your organization will love. Here are a few reasons why:
#1 Chat increases sales
People always have questions in the middle of a buying process and if you’re not available when they need help, you could possibly lose the sale. By having Chat on your website, you’re always available to help visitors find the right information, answer questions when needed or just give them a supporting hand. Chat encourages trust and confidence in your company and services which are prerequisites for good customer relationships.
#2 Chat captures new leads
Given that most buying processes start with researching your website to learn more about your business, products, and services, having live chat available offers you the opportunity to capture and interact with leads that are higher up in the funnel. With their permission, you can easily add their details to your CRM database and continue to nurture their interest through your other marketing activities. You can, for example, offer additional useful information or invitations to events of interest.
#3 Chat helps you improve your marketing communications
By using Chat you have the opportunity to find out what questions people have when they visit your website, what kind of information they need and why. The insight you gain will help you to improve both your website and the communication to your customers.
#4 Chat improves satisfaction rates
Because customers get fast answers to their questions, you have the opportunity to improve their overall customer experience and satisfaction rates. You get additional benefits if you use Chat combined with SuperOffice Service. Then you have access to even more features to help your customers – like offering answers to FAQ’s to reduce their wait time or by offering visitors to send in their question when you are offline.
# 5 Chat increases your efficiency and can lower your service costs
Like the telephone, chat allows for a two-way conversation with your customer, making it easier to clarify issues or any misunderstandings. But unlike the phone, a chat agent can converse with more than one customer at a time. This means that providing service to customers via chat is faster than your traditional email dialogue, but cheaper and more efficient than helping customers via phone.
Truth be told, SuperOffice Chat is a tool that every department can benefit from and use. And because it is an integral part of SuperOffice and not a stand-alone tool, all chat conversations become part of your customer history archived in the same manner as your email, activities, incoming requests and follow-ups.
Pricing and availability
Chat is free for CRM Online and SuperOffice 8.1 web users and is included in the following user plans:
- Marketing
- Sales
- Service
- Complete
If you’re a SuperOffice CRM Online user, you can begin using Chat immediately provided that your organization is ready to launch it.
If you have SuperOffice installed on your premises, Chat is also available now, as long as your organization is running the latest version 8.1 of SuperOffice.
Note that if you are on an earlier version of SuperOffice, you’ll need to upgrade in order to get Chat.
Getting started with SuperOffice Chat
Chat sounds great! But, how do you get started?
As with anything new, we totally understand that you might still have questions regarding the new Chat feature. It’s all about getting your hands on it and getting a feeling for how Chat works.
Here are a few things that we suggest you do:
- Get a further understanding of SuperOffice Chat by watching this demo video Demo: uperOffice Chat - A new way to communicate with customers
- Learn more about the key features in in chat in SuperOffice Chat - key features
- Ask your administrator to help set up Chat. Learn how to set up chat by watching:
- How to set up and configure SuperOffice Chat (video)
- How to add the SuperOffice Chat widget to your website (video)
- Additional information in English on how to configure SuperOffice Chat is available in our Learning section.
Please feel free to contact us if you’re looking for more assistance. We, and our partners offer a range of services, including a workshop to help you define your chat channels, configuration services, training and Go-live assistance.
