020 8798 3033

Home

5 ways to create value for your customers

Added value is an important tactic that small businesses can use to acquire and retain customers, increase brand awareness, and differentiate their position in the market. Not sure where to begin? Here are five ways to create added value that can easily be implemented into your business plan: 1. Always take the perspective of your customers into account The art of creating added value starts with the ability to see your business through the eyes of your customers. Think about what is important to your target audience and how your product or service will benefit them. What problem does it solve, how will it help them overcome obstacles or improve their work? Many companies miss the mark by focusing on product features rather than the benefits. By shifting your attention to delivering content that focuses on the needs of your customers, you can start helping and stop selling. Creating customer personas is helpful in giving you insight into your current and future customers, what is useful to them, and gives you a step-by-step plan of the kind of content you can create and share to provide added value.
Read More

New client: OTYS recruitment software

Earlier this month, we started working for OTYS, an international recruitment software developer with over 1,000 customers. LiveChat Pro has implemented live chat on OTYS’ website and is now chatting with website visitors with its chat team between 7 AM and 11 PM, 7 days a week. The team answers questions from visitors and generates demo requests for the sellers. This way, OTYS hopes to get more out of its website and traffic and make things easier for its sellers by generating high-quality leads through chat.
Read More

2015 study: 37% of studied websites are not available via live chat during the day

In June and early July, we studied the availability of live chat among 163 Dutch websites. These websites, ranging from webshops and online travel agencies to company websites from various industries, all offered live chat to their visitors in that period. Research shows that on 37% of the websites, the live chat was offline during the day. In many cases, the website indicated that no employee was available online. Last year, this percentage was 42%. I see a slight improvement in the availability of live chat, but it still surprises me that companies are so poorly accessible through chat, while they are generally easily accessible by phone. Especially young people contact companies via chat more often than by phone. The studied companies should start thinking about how they can better organise their contact centres in terms of live chat. Of the studied sites, nearly three quarters are not available through live chat in the evening, while 70% are not available during weekends.
Read More

New client: HAN University of Applied Sciences

This university of applied sciences wanted to make its website more personal and add a low-threshold channel to the existing channels (phone, e-mail) on the site. They did not have the people to provide the site with live chat, so they decided to outsource live chat to us. Currently, only a part of the site has live chat, but this will be further expanded in the future. Most visitors are upcoming students who are considering studying at the HAN. The employees of LiveChat Pro use the chat to show visitors around the site and make appointments for an advisory talk with a coordinator if the visitor desires it.
Read More

How do you generate more sales and improve the customer experience with cross-selling and upselling?

Upselling and cross-selling is the art and science of introducing better or additional products to customers they are interested in at that moment. Offline retailers have been doing this for decades (such as “Want fries with that?” at McDonalds). And there are a lot of benefits for both the customer and the retailer. In fact, according to a study by a Forrester analyst, product recommendations such as upsells and cross-sells are responsible for 10-30% of e-commerce sales. In this article, you will learn why product upsells and cross-sells are so important, what you should offer, and how to do it. Let’s begin.
Read More

The pros and cons of outsourcing live chat

Trends toward outsourcing in general have accelerated again after the recession when companies started looking for cost savings and minimal operational complexity. With the current volatile economy, in which companies need to save on operating costs to keep up with the competition, outsourcing live chat has become increasingly popular. According to a study by EverestGroup, figures indicate that the expenses for contact centre outsourcing in 2013 have increased by 7% relative to the preceding year. Expenses within non-voice channels (e-mail, chat, social media) even grew by 35-40% per year.
Read More

New client: Nooteboom Group

Sep 12, 2017 by Anthony Carter Tags: client, nooteboom group

This week, LiveChat Pro gained yet another client: Nooteboom Trailers. With a turnover of 110 million euros in Europe, this company has a leading market position in designing and manufacturing vehicles for exceptional road transport of 20 to 40 tonnes of load capacity. LiveChat Pro will operate the live chat on Nooteboom’s website from 7 AM to 11 PM, 7 days a week. Initially, only proactive chat will be used. Business visitors from different countries will be invited to a chat session when they visit specific pages on the site. This way, the multilingual chat operators of LiveChat Pro can target visitors and convert them into leads. Currently, the main goal is to generate more quotations for the company using live chat. The chat operators of LiveChat Pro welcome Nooteboom Group and look forward to a long-term collaboration. Click here if you want to download our whitepaper about how to generate leads with live chat.  
Read More

When should you outsource live chat?

Many people are not sure about the decision to outsource live chat to another company and weigh the pros and cons of limiting the number of hours they make live chat available on their website with the price they need to pay to a company for the service they receive. While the actual decision of outsourcing live chat on a website is entirely up to you as owner of that website, there are a number of factors that can make it easier to distinguish whether live chat is the best solution for the overall productivity of your business.
Read More

Why customer satisfaction is so important

Customer satisfaction is a benchmark that allows organisations to determine whether products and/or services meet customer expectations (or exceed them). Customer satisfaction is important because it gives entrepreneurs and managers a metric they can use to manage and improve their organisation. In a study among almost 200 senior marketing managers, 71 percent answered that they consider a metric that measures customer satisfaction very useful for managing and monitoring their business. Here are the six main reasons why customer satisfaction is so important: It is an important indicator of repeat purchasing intent and loyalty It is a way to differentiate from competitors It reduces customer turnover It increases the customer lifetime value It reduces negative word-of-mouth advertising It is cheaper to retain customers than to attract new ones
Read More

Study: webshop chat employee scores 6.2 in Dutch

A study set up by LiveChat Pro among 98 Dutch webshops with live chat shows shocking results. The average live chat operator of a webshop scores a mediocre 6.2 in the Dutch language. Also, the general knowledge of the chat employee is not always that high. 12% of the operators cannot answer the question of what the webshop’s VAT number is, while this number can almost always be found on the contact page or in the general terms and conditions of the webshop.
Read More