May 23, 2018 at 5:06 pm #8535
ACHR News have published article on how live chat can help HVAC contractors be available 24/7.
The article emphasises that today’s society is “always on” and consumers are also demanding that businesses be “always on” as well and be available to them 24/7.
The article also emphasises that for the HVAC industry, in terms of customer service and support live web chat “has taken the lead, outpacing email, phone and social media in its popularity with consumers. Live chat is a service that enables customers who are browsing a website to start a real-time conversation with a representative from that company, getting an immediate response without having to pick up the phone.”
The article states that some contractors are saying live chat is less of a nicety and more of a must-have for their business. For the article, ACHR News interviewed Dave Dombrowski, General Manager of Rapid Repair Experts in North Carolina. Rapid Repair Experts implemented live chat on their website six months ago.
Dombrowski stated to ACHR News that this is his business’ second experience with live chat as his first experience failed due to having his own employees take care of the live chat rather than using an external company. Trevor Flannigan, COO of HomeServiceChats shared this sentiment, emphasises that the key to successful live chats is having someone available 24/7 and contracting with an external company is the most feasible way to achieve this.
The article states that live chat works by having chat specialists work off-site but respond on a company’s behalf, as if they were an employee. Live chat provides many benefits for businesses, which include but are not limited to: generating new leads, asking for invoices, asking for advice and voicing a complaint. While live chat can also benefit consumers who are deaf or hard of hearing as it “allows them to communicate in a way they feel comfortable.”
Rob Minnick, owner of Minnick’s Inc in Maryland, who implemented live chat on his own website in September last year and has been in the industry for 64 years, stated to ACHR News that he believes live chat will change the future of customer service.
“I see anything to do with your (mobile) phone and being able to chat, book appointments, communicate–it’s all through that now. Nobody’s talking on the phone anymore. Email’s going away too. Contractors need to get to today’s work ethic of how customers want to be serviced and handled, and that’s where everything’s going: it’s going to all the technology.”
ACHR News‘ article can be read in full here.
Have you implemented live chat for your business? If so, has it benefited your business? If not, would you consider it? Feel free to login and comment below.
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