In today’s busy, fast-paced world, people need and expect support at the click of a button. It’s been a long time, for many people, since a phone call was the easiest, most efficient or even most preferred way to seek help – modern customer service is increasingly moving online, with live chat becoming a popular channel.
At CoolCare, we’ve seen this shift first-hand. Over recent years, the way our customers choose to interact with our customer service team, and the business as a whole, has changed. Today, nearly half of all CoolCare support tickets are handled through our online chat function – a major shift which demonstrates the growing appetite for an instant digital solution.
what has driven this change?
Online chat wait times are usually less than 30 seconds which is a massive appeal to people who are increasingly time-poor. As technology has improved, so has the expectation for businesses to adopt more effective, preferred communication methods that offer real-time support.
Care Home Manager: “The “here to help” team are extremely helpful and provide much reassurance, advice and offer explanations when difficulties do crop up. They are very responsive.”
For us, and our customers in the care sector, time is precious and efficiency is key – and online chat has emerged as a game-changer. Our customers like the speed and convenience that live chat offers as it provides them with the flexibility to seek help and get answers whilst also multitasking. Unlike a phone call, where you are tied to a conversation (and even a desk), online chat support is far less disruptive. People can work online, leave the phone lines free for other calls, and even take calls or speak to staff, all whilst being engaged in an ongoing customer support conversation.
Importantly, it also provides a written record of the conversation, so customers can refer back to any troubleshooting and can ensure they have mentioned everything they intended to.
coolcare’s online chat journey
Having monitored this growing trend, CoolCare has embedded online chat as a core part of our customer service offering. Over recent years, chat usage among our customers has steadily grown, with a 10% increase since October 2023. The shift highlights how digital-first support is now an essential part of our business and something our customers see the benefit in.
We have invested in making it a valuable channel in our customer support offering – staffed by real customer service agents who understand the unique challenges of care home management and who can offer tailored solutions. Providing our customers with the reassurance of knowing that, behind the screen, a knowledgeable person is there to help – especially when dealing with technical or time-sensitive issues.
Importantly though, whilst online chat is a growth channel, it is not our only channel. We are committed to excelling in our customer support and whilst online chat is fast becoming the preferred way to seek support for our customers, we know that different situations require different approaches. Some issues can be resolved in a quick chat, while others are better handled via phone or email. That’s why we continue to offer multiple support channels, ensuring that customers have the flexibility to choose the method that best suits them – whenever and however they choose to reach out.
To find out more about our customer service support offer, speak to one of our care management experts, or visit our website for more information.
Alternatively, read our most recent blog and discover what signs to look out for when it’s time to upgrade your system admin.
