iAdvize, European leader in online customer service, launches the new Community Messaging service, a live community chat solution to connect website visitors with experienced users.
Community Messaging: visitors can exchange in real-time, directly on the website
According to the 2014 Connected Life study by TNS Sofres, 41% of internet users prefer to hear what other users have to say before they make a purchase. Community Messaging will enable companies to transform their most savvy users into brand ambassadors by giving them the possibility to answer the questions of other users via live chat.
Used to real-time support via Click to Chat from professional customer support agents, visitors on a website equipped with Community Messaging will now be able to chat with other users.
With the same simplicity as Click to Chat, visitors enter their questions in the chat window directly on the website. Users can decide which questions they want to answer and can respond either from the solution via their own user account or directly on the website chat window.
A community chat solution focused on performance
Julien Hervouët, iAdvize’s CEO: “The objective of Community Messaging is to give businesses and organisations the opportunity to connect product enthusiasts who are keen to share their experience with the brand community. This also means that the customer contact service can concentrate on more specific questions where their professional expertise will make the difference.”
Businesses can choose to rely on the online community to answer the questions from website visitors without calling upon the customer service. Thanks to iAdvize’s powerful targeting engine (which enables real-time targeted interactions depending on visitor website behaviour), they can also decide to combine the support of the community with the customer support service. In this way, agents can focus on contacts which will most benefit from their help and advice.
With a rewards system, businesses can motivate members of their community with VIP advantages such as invitations to events and exclusive product launches. The impact of advice and support from the online community can be monitored thanks to more than 150 indicators.