ApexChat: Respond To Your Webchat 24/7 With Knowledgable Chat Agents
A few clients of ours were pretty happy with the chat they’d integrated into their sites… until we revealed some terrible news. When we analyzed the chat leads, we found that the leads that had direct contact with a representative typically closed after scheduling an appointment with the client.
The Problem With Web Chat
The clients only responded to chat directly during their office hours. Any chat outside working hours requires an email or phone number. This was a huge issue. Most of their calls came outside of business hours in the evenings and on weekends. Those leads were followed up on but rarely answered and rarely closed.
There’s an expectation with webchat. People expect you’ll respond when you put that chat on your site. And if you don’t respond… they move on to the next competitor. People are often at work Monday through Friday throughout the day and don’t even begin researching services until the evening or weekend when they get the time. And when they do… you need to be there!