Why Does Your Team Need Live Chat?
Increase website conversion rates
Studies show that providing live chat as a service tool can help increase conversions by 20% and that 92% feel satisfied when using live chat compared to other channels.
Sell more by pointing your customers in the right direction and give them the answers they need to make a purchase.
Real-time convenience for customers
Live chat is a quick and easy way for your customers to find the answers they need from you to take the next step in their buyer journey.
More convenient than phone or email, live chat puts your customers in touch with your staff in a matter of seconds.
Customers love real-time support
How many times have you been searching on a website and just need a simple answered quickly there and then to go ahead with the purchase. Perhaps about delivery, or sizes of the product?
Fortifi Live Chat allows you to provide immediate customer support to visitors that helps them convert from being an uncertain visitor, to a happy customer.
Whether you are a small business looking to provide an extra level of customer service, or a large help desk looking to expand from standard telephone support, Fortifi Live Chat allows you to provide a personal connection with your visitors.
Transfer chats between team members and departments
With Fortifi Live Chat, it's easy to transfer conversations between team members in order to get further expertise and solve customer enquiries quicker.
Ensuring the right agent answers the most relevant chat will help lower your resolution time and increase customer satisfaction rates.
Customise your chat widget
No one wants to invest in a live chat software, only to find the widget clashes with everything on your website. You want your chat tool to match your website and the rest of your brand imagery.
With Fortifi, you can create a widget that matches your brand colours whilst creating an eye-catching call-to-action message to get your visitor's attention.
Get to know your visitors
The customer relationship shouldn't start and end with a live chat conversation.
Turn anonymous visitors into known leads when a chat is initiated. Fortifi automatically creates a unique customer profile in Fortifi CRM based on data including location, browser type and more. All future live chats will then be stored against the customer account for future reference and performance monitoring.
Gain instant customer feedback
You can't be there watch every single chat session your agents with have with potential and current customers. Customer satisfaction ratings are the easiest way to find out how well your team are performing.
With Fortifi, your agents can send post-chat satisfaction surveys to gather valuable, real-time feedback based on your team's performance. These results can be viewed by time period or by specific agent, giving insights into where extra training or additional staff may be required.
Knowing what a visitor wants to talk about before you start the conversation can give you a clear indication on whether you are the best agent for the chat and also gives you time to prepare any details you need.
Fortifi Live Chat allows you to provide a pre-qualification form that your website visitors need to complete before opening a chat session. Your agents then know if this is a new or returning customer, the topic of conversation and can add them as a contact in your Fortifi CRM. If the chat is instigated by an existing customer, all their details and history with your business will be available instantly, allowing your agents to provide a more personalised service.
Get started instantly
You don't need a full technical team to get started with Fortifi Live Chat. One the best things about live chat is that businesses large and small can start gaining the benefits of of it.
Ensure you are staffed efficiently
Overworking your staff in a busy environment can lead to detrimental effects on productivity levels. Over staffing during quiet times leads to loss of profit.
By keeping on top of your agent performance, it ensures that you don't let your support quality drop. By drilling down into your support hotspots in Fortifi's reporting suite, you can see when chat session resolutions are at their best and worst throughout the day and week, allowing you to staff effectively for your business.
Save time with Chat Macros
Answering the same questions over and over again can become very time consuming for your agents.
Your team can save common replies in the system for your future use by using a simple trigger word. Using quick commands, pre-filled answers can be added to the conversation and edited if needed before sending.
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