Posts from category live chat
chat-palvelu / customer experience / e-commerce / live chat
This is how great sales are made in chat
The single biggest issue of most of the e-commerce sites is the slowness which they respond to customer service requests over the phone. And email is even slower! Also, the customer is rarely happy with...
buying cycle / evaluation phase / live chat / personal service
Customer in the evaluation phase should be greeted with personal service
Let’s move on to the next phase in sales cycle: evaluation. During the evaluation phase the customer is searching for information, comparing alternatives and tries to figure out the best possible solution for the need....
customer experience / customer service / live chat
Chat pilot on Finnish tax administration’s website is a good example of the power of chat as a customer service channel
A chat pilot was conducted on the Finnish tax administration’s website during the spring. Now the summary of the experience has been published online. It tells how useful channel chat is for customer service. During...
customer service / e-commerce / live chat
4 ways to optimize proactive chat service
High-quality customer service and sales work can be connected to innumerable things. From customer’s point of view the seller’s capability to identify customer’s needs and problem areas as well as to provide them with perfect...
customer experience / customer service / live chat / palvelubisnes
The chat of the future won’t need a keyboard
For now, chat services often operate in a very simple and conventional way: the customer writes text into a chat window using a keyboard, and the chat assistant will respond to the best of their...
customer service / e-commerce / live chat / study
Finnish-language service helps keep online Euros in Finland
According to a study published by the Finnish Commerce Federation in late March, as much as 44% of the online purchases made by Finns are made at foreign-owned online stores. Last year, Finns spent around...
customer experience / e-commerce / live chat / study
Those who use chat the most will benefit the most
The more often an online store customer uses a chat service, the more useful they find it. This is one of the results of Finnchat’s broad study report that was published in Finnish in late...
customer experience / customer service / e-commerce / live chat / study
Chat increases the trust of customers in an online store
Customers who make use of the chat service are as much as 40 percent more likely to trust the online store than customers who don’t make use of chat in their dealings. This is apparent...
customer service / live chat / study
0.7% of Finns are monthly users of Finnchat services
In Finland, real time chat based client services started out in 2012. Within the past six months, several new businesses offering chat solutions and promising to increase the sales of online stores have entered the...
customer experience / customer service / live chat
How to solve the problem of changing a live chat person in the middle of a conversation?
From the first days of Finnchat, we’ve been trying to improve the services that we’re providing to the clients of our online services and stores. Usually, opening a conversation with a client, our live chat...