Recurly
Adding LiveChat cuts the company's ticket resolution time in half.
Challenge:
The business is operating 24/7 and customers don’t want to call at night.
Solution:
Providing LiveChat as additional tool to customers that prefer chat.
Results:
Customers prefer chatting, especially late evening and when they're busy.
Montway Auto Transport is a national car shipping and transport company. The company is a market leader and one of very few that can proudly claim to be fully bonded, licensed and secured. They’ve been operating nationwide for over 10 years and during this time they delivered over 200,000 vehicles.
It’s worth mentioning that Montway Auto Transport is a member of the @inc500, which is Inc. magazine’s annual feature of America’s fastest growing private companies. They are also one of the best-rated shipping companies in the US and still want to improve.
When it comes to customer service, Montway Auto Transport’s customers can use their instant online vehicle shipping quote calculator and secure booking for prompt service.
Why Montway considered live chat?
Montway was looking for a chat system that would give them a great opportunity to serve their customer needs using a new and convenient channel for communication.
They were aware that customers like different forms of contact, and by placing a chat on their auto transport website, they enhanced the opportunities for customers to interact with Montway.
While going with a chat option for customers was a no-brainer, one question persisted. Why did Montway decide to go specifically with LiveChat? According to Geno M., a passionate Customer Service Leader at Montway Auto Transport:
“LiveChat has an understandable front-end and the reporting capabilities.”
Not only it’s convenient for customers to reach Montway, but also that their customer experience agents have the ability to follow through with every customer and serve them with their end-to-end shipping services.
How is LiveChat being put to use at Montway?
Montway’s team uses LiveChat for both sales and support. They’re 24/7 with a total of 9 customer experience agents helping customers with their questions over chat. Montway utilizes the website app to accomplish this.
For providing the best customer service, and the optimal use of LiveChat, team leaders at Montway go through the process of car shipping training together with the agents.
They present LiveChat and show its functions one by one. When agents feel ready to take the first real chat, they are nearby to provide support if needed.
Their favourite features
At Montway, agents like several features best – to note a few specifically,
1. Canned responses allow them to use previously prepared answers to the most common questions and help them deliver service quicker, than if they had to type the same answers over and over again.
2. They also like visitor information – this feature has a lot of benefits. The most important is: personalized service, which customers appreciate.
3. Chat tagging is another feature the Montway team likes – it allows them to gather chats based on the topics and later aquire insights from the analytics for different topics. New agents also find it very useful. Imagine that they’re still not sure about solving payment issues related to transporting a vehicle. They can simply type “payment” into the Chats section and read all the topics tagged as payment. This allows them to learn about the most frequently occurring issues with payment.
The LiveChat outcome
Montway is happy with LiveChat and as they mentioned: “It’s definitely an advantage when a customer can’t speak or don’t have a lot of time.”
Exactly! When a customer can’t talk, they would write to you instead. Or when they’re in a time-crunch, they can multi-task. Also chat gives them time to think through the answers, before they write back.
When LiveChat made a difference
Montway’s car shipping team operates 24/7 and that’s when LiveChat makes a difference.
Customers want to get the answers to their questions immediately, even if it’s in the middle of the night, and they’re not really into calling the services that late. As Geno M. explained:
“A lot of people prefer to chat instead of calling in 5 AM. Also, all the information can be sent to their email more quickly.”
They plan on using LiveChat and explore its features. We wish them good luck with chatting with customers and solving their cases right off the bat.
Montway is trying to improve even more their customer service with Live Chat, even though they are one of the best-rated shipping companies in the US”
