6 reasons your home services company needs robust chat reps
So-called “chatbots” have been around since the early days of the Internet.
However, most of these bots are actually human — just based overseas with a questionable command of English and little concern for a brand. Artificial intelligence is not robust enough to have any sort of meaningful two-way conversation. Humans still are the go-to source for quality chats, which are becoming more and more important in converting leads and representing your brand. It’s not an option. It’s a necessity in our digitally driven business world. That’s especially true for bigger-ticket items such as extensive plumbing or HVAC work.
Here are six reasons your home services company needs robust chat representatives with a strong command of English grammar and spelling. And yes, it definitely helps if they are human.
Customer service representatives, while important to any home services business, are not enough. They can’t handle calls and chat at the same time. They also can’t provide a 24-hour chat presence. If your HVAC, plumbing or electrical services business misses one after-hours lead, you lose money — money that could’ve paid for a month of chat services. Chat specialists free your CSR to do more outbounding.
A good chat specialist serves as a front desk for your virtual office. Engagement rates increase. A lot of potential customers are turned off by needing to input a lot of contact information. Chat specialists overcome communications barriers that limit conversion rates. Empathy is key.
There is a 40% increase in leads when home services’ websites include chat specialists. Phone calls and contact-form submittals might decline, but chats pick up significantly. If you have ticket averages of more than $400, which most home services do, there is an immediate return on investment.
Chat specialists save customers time. If you can save somebody time, everybody wants it. Chat services also are attractive to customers who may be hard of hearing. It’s a lot easier to interface via chat than to make a phone call that is difficult to hear or understand.
Robust chat services are a good recruiting tool. Two percent of chats are technicians or someone seeking employment. Qualified techs have choices and if you can pour more value into the relationship from the get-go, then the more likely you are to land a recruit.
Chat services are scalable. Whether you are a small outfit or multimillion-dollar operation, you can find chat services and cost schedules to meet your needs. Poor quality, outsourced chat services cost the same as in-country native-English-speaking chat specialists yet have a significantly higher return on investment.
Chat specialists engage the consumer, yield higher conversion rates and save customers time. That’s definitely a conversation piece.