Our Live-Chat Services Are Now Available With Longer Hours. Here’s Why That Matters For Your Business.

Many consumers are wary about calling a business for assistance. After all, what if they’re put on hold for who knows how long? 

But if someone is surveying your company website and sees a “chat now” box in the corner of the screen, it only takes a moment to click and type a question. And if the message bubble promises there’s a real person on the other end, customers will trust their request will be heard and understood. 

One Firefly’s Lead Concierge service offers live chat to your custom integration customers with our in-house team of client support specialists. And now, for the first time, we’re offering extended hours to our Lead Concierge subscribers. While previously, we only provided live chat during standard business hours, you can now offer chat services to your customers from 7–9 am and 6–8 pm local time. 

What outcome can your business expect from Lead Concierge chat services and extended hours? Continue reading below to find out! 

---

SEE ALSO: 5 Reasons Why Social Media Is Such a Powerful Marketing Tool 

The Live Chat Difference

Our Chat Agents Are Real People 

Our Lead Concierge chat agents are always real people — no bots or AI. If you’ve ever communicated with AI, you know it lacks the human touch and often becomes confused. Chatbots can’t understand complex questions or customer issues, which may lead people to feel skeptical of your company’s customer support. 

Perhaps unsurprisingly, a CGS study on chatbots discovered that 86% of customers would rather speak to a human chat agent than a robot. Additionally, 71% of consumers would be less likely to purchase from a business that didn’t have real customer service agents available to speak to. 

Live chat is nothing like AI or chatbots—it’s our team of in-house chat agents working live to respond to your customers’ questions. 

Our Agents Know the Custom Integration Industry 

This is a very specialized industry, and hiring generalized chat services could lead to confusion and frustration on your customer's end. Our marketing agency specializes in the AV and custom integration industry, as do our in-house chat agents. 

Our client support team knows the names Lutron and Crestron and understands what someone’s asking for when they mention digital signage. They’ve visited showrooms and interacted with the technology in real life. Our chat agents know the scope of your business and can recognize an actual lead. The same can’t be said for general chat agencies—and certainly not of bots! 

We Provide Performance Transparency 

When you use Lead Concierge, we provide 100% transparency into your live chat performance. We’ll share all leads, chat transcripts, average chat duration, and chat satisfaction ratings so you can see how live chat is helping your business. 

Generate Leads Longer with Lead Concierge: Extended Hours 

For an additional fee, we’re offering extended hours for our Lead Concierge live chat services. By providing additional chat services in the morning (7–9 am) and evening (6–8 pm), you have the opportunity to reach working men and women who may not have time to engage in live chat during the workday. Most people start their workday at 8 or 9 am, finishing at 5 or 6 pm, so extended hours cater to those searching online before or after work. 

Extended chat hours also promote your business’s exceptional customer service, appearing accessible most of the day when emergencies can happen off the clock. 

In our early trials on extended hours, we discovered 14 percent more chats early in the morning and 15 percent more chats in the evening. That’s pretty incredible! Would those customers have reached out if chat wasn’t available? There’s a high chance that, no, the momentum would have been lost and they’d put the idea aside for another day. 

We’re excited to offer extended Lead Concierge live chat hours to our customers, and if your business is interested, reach out to One Firefly today to learn more.