How Can Live Chat Benefit Your Funeral Home?
Live chat is a web-based service that enables you to instantly seek and receive text-based responses from customer service representatives from yourfuneral home answering serviceprovider. You can use this service and receive assistance on a more personal level because you're speaking to someone in real time. Web chat is also helpful if you're busy on the phone and do not have time to make a phone call, construct an email and wait for a response, or you do not want to disrupt your web browsing.
More and more websites are popping up with a live chat button and although Funeral Homes need that personal attention, having Live Chat as an option can be a huge advantage. Being able to do one last thing for a loved one is important to families but sometimes the cost is a major concern. They may be too embarrassed to pick up the phone and call the funeral home because they know you on a personal level and are not certain how to broach pricing. If they can simply inquire into the cost of a service with a burial or the price of a direct cremation and are provided with a price range of spending between ‘x’ amount of dollars and ‘y’ amount of dollars, they will be more comfortable picking up the phone to discuss.
Web Chat = Favourite Web Communication Channel
Web chat has become the leading method of online customer support. "Within the online channel, the chat feature has become the leading contact source, as 42 percent of full-service customers indicate using a live online chat feature vs. email (23%) or other social media forum (16%)." (from2013 U.S. Wireless Customer Care Full-Service Performance Study) Web chat functions to decrease customer service response time and increase customer satisfaction. If someone is on your website for the first time, web chat is a convenient way to have their questions answered without switching communication channels and disrupting their online browsing experience.
Increase Your Revenue
By making your Funeral Home more accessible to families, your sales will increase. Being "open" 24/7 365 days a year means your families can make pricing inquiries, death certificate requests, service inquiries, etc at any time.
Here are some stats:
- “According to a poll by Andersen Consulting, almost 62 percent of Internet consumers said they would purchase more products online if live customer support were available.”
- “77% of people shopping online would like to make contact with a real person before making a purchase, and over half say that the lack of interaction has caused them not to purchase.” (vivocha.com)
It's all about good service and the key to excellent family service is accessibility.
At Director On Call, we can integrate our Live Chat service into your Funeral Home's existing website so your families have the option to ask questions via phone or the web and receive a response from our Call Specialists. We provide 24/7 service 365 days a year. Your families will receive a quick response to their inquiry with virtually no wait time! With your account information already in our system and easily accessible, our operators can address any issue without delay. Yourcustomized answering accountcan include answer phrases that our operators will use when speaking with your families.
Having prepared responses set out by your Funeral Home allows you control of all information relayed. Having fully trained operators available 24/7, your families will have an alternate method of immediately connecting with your Funeral Home. Call Specialists can additionally handle pre-arrangements, directions, death certificate requests and service details all by the click of a button.