Brinks has been using messaging for almost 2 years now. In that time, the company has improved agent efficiency by automating routine interactions, realized double-digit increases in customer satisfaction, and experienced more engaged customers.
Watch this short video to peek under the hood at Brinks Home Security. Learn the many ways the company is using Quiq messaging and how this channel is making an impact throughout the organization.
ZDnet’s recent coverage of Brinks Home Security “Home security firm moves one in 10 customer service calls to Quiq mobile chat channel” highlights the company’s customer-centric motivation that drove the adoption of messaging for home security. The article states that Brinks “wanted to use a communications channel that would be chosen by its million customers to connect with the brand.” And connect they did. The article reports that Brinks has seen at least 1 in 10 of their customers switch from making phones calls to using messaging.
Brinks realized that their customers needed more convenient options to engage with their brand. It wasn’t hard to see messaging as the channel that could provide that and more.
Texting offers immediacy and convenience, highly desirable traits when it comes to engaging with the provider of your security and home automation system. But the requests that Brinks receives over messaging aren’t just the urgent kind. The company also receives messages from customers who need help troubleshooting a major issue or to just replacing batteries in their hardware.
When asked what motivated the company to look to messaging as an engagement channel, the company’s response clearly captured their commitment to delivering a superior customer experience with leadership stating “…We wanted to provide a channel that put the format back in the customer’s control.”
The switch is paying off in a number of ways. The article quotes Chief Customer Office at Brinks, Jay Autrey as saying “By adding the messaging channel, we have seen a double-digit improvement in customer satisfaction, improved agent effectiveness, improvements to the bottom line, and a more engaged customer experience.”
Brinks and ZDnet aren’t the only ones who predict more consumers and companies will prefer to engage with brands via messaging. Other industries such as education and financial services are rapidly adopting messaging to connect with their customers as well.
A software investment of any kind takes due diligence, and purchasing live chat software should be no different. The live chat experience that you provide reflects the quality of your brand as a whole, which makes it critical to only use the best website chat software possible. When potential customers visit your website and want to get in touch with you, business messaging channels, such as live chat, are the fastest and easiest methods available.
Every live chat solution, in its simplest form, should make it possible for your company to connect with your customers while they are on your website. But that doesn’t mean every live chat solution is right for your business. In this post, we’ll take a look at how you can determine which website chat software is best for your business.
There are some universal features you should expect when investing in any software such as:
These features are just as important when purchasing live chat software. You’ll also want to consider answering questions about why you need a business messaging solution like live chat and what type of experience you want to deliver. Here are a few questions to consider:
Some companies choose to have chat available on specific pages, while others offer chat on every page. The live chat solution you choose should be able to provide both options.
No one will know your business better than you do. There is no one-style-fits-all for live chat. Ensure that you have the option to provide proactive or reactive chat to your customers.
Your live chat should be a reflection of your site and your brand, so make sure you work with a platform that allows you to customize colors, greetings and other details within the chat experience to fit the look and feel of your company.
Answering these questions are a good and basic foundation for choosing the best live chat software for your business. Let’s take a look at some of the more advanced features of live chat that you’ll want to consider.
When customers visit your site and fire up your chat feature, they’re looking for a quick response time and quality service. No one wants to send off a message to a business and wait until you get a chance to get back to them. If that was the case, they would have sent an email.
Some wait time before chatting with a human might be acceptable, but why make it the rule when it could be the exception? A modern chatbot messaging solution allows instantaneous and high-quality responses that can seamlessly greet customers, gather information, and point customers in the right direction or even hand the conversation off to a human.
The ability to start a conversation, determine the intent, and route the conversation to the appropriate person, all before a human agent accepts it, make intelligent chatbots a non-negotiable attribute for any web chat software. Chatbots can offer suggestions based on customer feedback or route your visitors to the appropriate human agent if need be.
But chatbots are only one aspect of a multitude of advanced features to consider. Chat technology has evolved and now offers features that deliver a better experience for the customer and the agent. For example, Quiq’s messaging software can tell your agents which page your visitors are on when they click to chat with you, present their entire chat history with your company, and even monitor how the conversation is going based on sentiment analysis.
Nowadays, communicating online goes far beyond text-based chat alone. Short videos have become a language in and of themselves, and entire conversations can be carried out through emojis. Chat software that includes rich messaging capabilities allows you to raise the bar when it comes to business chat, and offer more fun, immersive, and interactive experiences.
With rich messaging, you can complete transactions, schedule appointments, and even send rich media to engage your customers in a deeper way. Look for a web chat software that supports rich messaging so your business messaging can stand out.
Business messaging can give important insights into what’s working and what’s not when it comes to products and promotional strategies. The data you gather from your company chats can be critical to developing new strategies and adjusting business processes.
The ideal web chat software should allow you to report on conversations, queues, or agent performance – human or bot. Look for a platform that lets you export your data or even integrate it into an existing business intelligence platform.
Customers can’t always afford to stick around until the conclusion of a chat conversation. Asynchronous messaging platforms allow conversations to pick up where they left off, so they don’t have to endure the inconvenience of a chat conversation timing out and then restarting a new conversation. Your live chat solution should deliver a frictionless experience for your customers and allow them to set the pace of the chat. Quiq Messaging provides asynchronous communication across all supported channels, so even if your customer has to step away or gets distracted from the chat conversation, they can pick up right where they left off.
When we take into consideration all of the factors listed above, there emerges one clear winner in the chat game. Quiq offers an all-encompassing messaging solution for businesses looking to drive conversions and provide more capable customer support. We’ve only scratched the surface on what Quiq can offer here — robust analytics, asynchronous conversations that provide a frictionless experience, and solid security all fall within the scope of this powerful platform.
When you’re ready to discover the true potential of business chat for your enterprise, schedule a demo today.
