Online Questions and Answers

Questions are a road-block to the customer buying process!

Playing with a calculator or reading web site collateral, customers get blocked by questions while doing their homework.

Customers need a way to ask questions online!

Today your site probably has a phone number to call or maybe a email address to send questions. But how effectively are those methods working?

Let customers choose their interaction channel

Your customers are segmented into those that prefer face-to-face, those that prefer the phone and those that like to as much as possible online.

We know more and more people are doing their homework online. They want to understand what you offer. But when they hit a question, they may not yet be ready to give out all their personal details.

Many like to “get into the pool” slowly. You need to show your value and win a customer’s trust gradually. Our “Ask Us” and “Online Chat” components are perfect for this process. When the customer is comfortable they may be ready to call your phone centre or use our “Book a call-back”.

General Advice still requires compliance

For financial services, even general advice is challenging online. Random emails going backward and forward do not make a great basis for compliance procedures.

Using AdviceConnect’s web components, all customer interactions are tracked and audited. From a compliance point of view we keep a very clear trail of who asked what and who replied when.

Online and phone based teams can all have access to the customer interaction information and all replies whether they are on the phone or the web can be tracked.

We use email only to send notifications of events or action required. The customer is notified that they should sign into their secure member area (another on of our widgets) to receive their information or ask more questions.

With AdviceConnect, compliance just got a whole lot easier.