Live chat and social media can improve your charity’s reach

This blog was written for Click4Assistance and originally published on 2020/07/23. ↗️


Keeping in contact with the people who need it most and those who want to help can seem like a daunting task for charity customer service teams, but it does not have to be. Live chat, social media direct messages, emails, text messages and voice and video calls are among the top communication solutions charities use for marketing and customer service. Click4Assistance recognised this and developed a solution that is really a one stop shop for your charity. Continue reading to find out more about how this works.

Effective communication is our secret super power. While it doesn’t seem to be as cool as flying through the skies like Superman, it’s a really important super power to have, since communication is the centre stage of being human. Getting communication to be efficient and effective can be quite a challenge, since people have communication preferences and this can make conversational marketing and customer service a little more complicated. But never fear, Click4Assistance is here!

Web chat software, but much better

Live chat software has been around for a while, but not all software solutions are created equally. Every day, someone visits your website looking for a method of contact. For charities, there are two main types of customers in this instance: those who need help, and those who want to help, and both groups are very important to any cause. It’s important to have a quick and easy way for people to contact your charity, without it becoming overwhelming and difficult to track or manage.

Live chat provides those customers with a very familiar method of communication, and allows those who have difficulty speaking in person or over the phone to communicate in a space that’s user friendly, familiar and inclusive. This is really important for your customers, since those who need help may feel awkward or anxious about reaching out, but since web chat software is text based, it feels a lot more private and typing is sometimes easier than speaking about difficult or stressful situations.

Automaaaaate, mate!

Click4Assistance has worked with many charities and two things are certain: time is of the essence, and internal resources are not aplenty. As a charity, you need to keep your communication as lean as possible, and this is where Coni and Artie come in, Click4Assistance’s form bot and chat bot. Both artificial intelligence bots allow your charity to stay active online no matter what time it is, even when your office is closed. This allows both the people who need your support and the people who want to support your charity to contact you when they are available, not only when your office is open. By setting up your communication like this, your charity will benefit from receiving donations that might have gone elsewhere, and supporting people when they really need it, regardless of the time. Artie can chat with an unlimited number of people simultaneously, and like Coni, he is always available and online, ready to assist.

This automated approach allows your charity’s marketing and customer service teams to focus on the work at hand, and allows Click4Assistance’s AI bots to greet and welcome website visitors, assist with website navigation, provide locations, office hours or contact information when asked, freeing your human team of those time consuming tasks.

Both Coni and Artie can ask questions, gather information and transfer the customer to the right customer service specialist department, or the next available person. Should no human agents be available online and the request requires human intervention, Artie and Coni can ask a series of questions and leave the information in the system or email it to a designated email address, so that the next working day your team can reach out to that customer.

Did we say one stop shop?

Click4Assistance is a customer service communications one stop shop, featuring web chat software, video chat, social media direct messages, AI bots, Click2Call, smartContact and even your own integrated CRM, all from one fully customisable dashboard, which can be accessed from any laptop or computer with a Chrome browser. It’s built remote working ready, provides peace of mind with 256-bit encryption in-transit, and fully GPDR compliant.

Click4Assistance has over 15 years of experience working with charities like yours to find effective and efficient solutions for your customer service and conversational marketing. If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to increase your charity’s impact for 2020, give us a call on 08451235871 or send an email to [email protected] and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.

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