How to Use Live Chat
How to Use Your ActiveAgency Website
Look Amazing, Sell More, Service Better
Offer website visitors the convenience of Live Chat.
At Forge3, we often get more chat sessions than phone calls in a typical day. This is not uncommon as more and more people prefer the convenience of chat over email or phone. The ActiveAgency website platform allows you to add this feature and put it to work for your agency.
The table of contents.
Here’s what we’ll cover throughout this resource on using Live Chat on your ActiveAgency website.
Do you really need Live Chat?
You really do! Studies have shown that chat is the preferred communication method for folks aged 18 to 49, and 75% of website visitors want to be able to chat through a website. If you’re not already embracing Live Chat, it’s time to get started, because the value is immeasurable.
Let’s chat about some stats.
Many agencies are embracing Live Chat. Don’t get left behind!
Choose from a variety of applications.
There are many chat applications out in the world, so it’s understandable if you’re not sure which to choose. We’ve identified more than a dozen different options that work well within ActiveAgency, so they’re easy to add to your site when you’re ready. You can also switch applications if you find one isn’t working for you. If there’s something you’re interested in that you don’t see listed, let us know so we can check it out.
Live Chat enhances the sales process.
Be there when they need you.
When a prospect shows interest, you need to act fast. Being available to chat is a great way to show a prospect just how responsive your team is.
Cross-sell opportunities await.
If a client chats in to ask a question about their coverage, take a moment to review their file for a product to cross-sell. Reminding them about a coverage gap or the chance to bundle policies could be just what it takes to close the deal.
Provide the fast service clients want.
There’s no doubt about it; everyone wants answers now. Live Chat makes that easier.
Provide answers in real time.
When a client has a question on a policy, needs to pay a bill, or suffers a loss, they need your attention right away. Solve their problem quickly and increase customer satisfaction in the process.
Focus customer service efforts.
Getting interrupted by inquiries can make it hard to stay on task, and emails can pile up while you’re busy working on something else. Schedule shifts to cover chat so others can maintain their flow and get more done without sacrificing client attention.
Are you ready to start chatting?
With ActiveAgency Dashboard, you can easily find out what chat applications are currently available to you on your website. Simply log into ActiveAgency Dashboard on your website to learn more about your options. You can also request we add or remove chat applications from there as well. You won’t use Dashboard to actually chat online through your website. You’ll use the chat application for that. But Dashboard is where you can request help or ask questions at any time.
Frequently asked questions.
Do you have burning questions about Live Chat? Read through our FAQs to see if you can find your answer!
ActiveAgency Dashboard contains a full list of currently available chat integrations. Browse through them to learn more.
We’re always on the hunt for more chat apps, so check for updates periodically. If you are interested in one that’s not on our list, let us know, and we’ll check it out.
Chat features can vary by application. Some may be free, while others could require a fee or subscription. You’ll need to manage features through the chat app you use, but we’re always happy to answer questions you may have.
Most chat applications allow you to set business hours for chat. There may also be an option for an away message. It’s perfectly fine to just be available during regular business hours!
Take the next steps with Live Chat.
More and more people prefer chat, so give them what they want. Once you decide which chat app you’re going to use, you’ll probably need to download and install it, then be sure it’s launched and you’re logged in to start chatting. Meet with your team to discuss how it works and devise a plan for who should be available to chat and when. Review your chat settings, too, paying particular attention to the hours chat will be on. If possible, set a message for when chat won’t be available, whether that’s during off hours or something you want to do temporarily. If you’re nervous about how you’ll respond to questions on the fly, don’t be! Just think of it like you’re talking on the phone. Be natural and be yourself, and people will enjoy chatting with you.
And don’t forget, we’re just a chat (or phone call or email!) away if you need us.
Manage Your Website on Dashboard
If you want to manage your website, use our tools and features, and learn more about ActiveAgency, log in to Dashboard.
If you'd rather speak to us, reach out to our Client Experience team.