Live chat is a multi-functional, adaptable way to connect with everyone from your most current and loyal blood donors to those interested folks visiting your website for the first time.
Here are 5 ways it creates a better experience for your donors:
More Immediate Than Email
For those donors or potential donors that visit your site, live chat gives them a more immediate channel to ask questions, voice concerns, schedule an appointment, etc. than emailing or calling.
Save Money & Time
Live chat software, in most cases, is relatively inexpensive and can usually be installed without costly setup. You may find that you can save money on your inbound phone expense, both in the cost of the line(s) and in the resources it takes to monitor those lines. Live chat allows people to ask questions and obtain information more quickly and efficiently than even the telephone.
Connect With Different Demographic
Let’s face it, some people just don’t like to talk on the phone. Whether it’s the younger generation of donors or people who just dread using the phone because they feel they’ll be on hold for an extended period, chat allows you to connect with them directly and immediately. These may be people that you would not have made contact with through other traditional channels.
Your live chat availability on your website can be turned off and on depending on your staffs' availability to service those chat requests. It can also be monitored remotely during off business hours. Automated chat buttons can pop-up to encourage potential donors to ask questions or schedule an appointment. Or you may decide that you only want chat available on certain pages where you feel that folks may need assistance the most.
Understand Your Donors
Over time, by monitoring live chat, your organization may obtain a better understanding of the needs and concerns of your donors, potential donors and anyone who has shown enough interest in your organization to visit your website. This information can be used to improve, not only your website, but your overall donor experience.
Are you using live chat on your blood center's website yet?