SingleHop Benefits from LiveChat Application

Connecting with customers is key to gaining their trust as a company.  At SingleHop we are constantly looking for new ways to better communicate with our clients, and deliver the best experience possible in the web hosting industry.

SingleHop has enlisted the help of LiveChat, to do just that, create an easy way to talk with clients.  With LiveChat, SingleHop is able to have real time conversations with anyone that comes to the website with a question.  The beauty of it all, is that you are actually chatting with a real person, not an automated answer system.  Using LiveChat, you are connected to a member of SingleHop’s support team, giving you the chance to speak with them directly, creating  a faster and more accurate response.

According to SingleHop’s Director of Communications, Kevin Swan, LiveChat was the perfect solution to the customer connectivity problem.

“We wanted to be able to provide a stable system that SingleHop’s clients and agents can rely on,” Kevin said.

“Our management team really benefits from the web-based LiveChat application page. It allows us to login through the browser and supervise chats with our respective teams without needing a desktop application.”

LiveChat has allowed SingleHop to take advantage of some of its unique features like, chat archiving, and sneak peak.  Being able to access past conversations through the archives, allows the support team to see areas of improvement and what has been working well, when dealing with certain issues.

The sneak peak function, allows the support team to see what the clients are typing as they are typing it.  This greatly reduces response time, giving the SingleHop associate a preview of what the questions will be.  With a high volume of support requests, being able to preview this message allows the support team to start composing an answer right away.

Another great feature that attracted SingleHop to LiveChat, is the web-based supervision.  Kevin Swan said this feature is a great asset to the management team.

“Our management team really benefits from the web-based LiveChat application page. It allows us to login through the browser and supervise chats with our respective teams without needing a desktop application.”

LiveChat also utilizes social media integration to help get a better idea of the people you are connecting with.  By integrating with Facebook, SingleHop can learn more about the person they are chatting with, bringing a better and more personalized experience to the client.  By integrating with Google Analytics, SingleHop gets a better idea of how the LiveChat software is impacting sales and how well the chat is performing.

Overall, LiveChat, has helped advance SingleHop, and created a great place for clients and potential clients to get their needs taken care of.  Being able to offer a high quality customer service tool, like LiveChat, is something SingleHop strives to do.  By offering great customer service tools, multiplied by knowledgeable representatives, SingleHop is able to set itself apart from other hosting companies.