giosg Blog

Top 4 reasons why your business should start using live chat

Posted by Nea Bjorkqvist on January 24, 2019

Using time and money efficiently are top priorities for most businesses. The challenge usually lies in finding the right balance between saving resources and providing a top notch experience, especially when it comes to customer support. Naturally, that’s where live chat comes in...

Why the chatbot hype will pay off this time

Posted by Petri Vilpponen on January 17, 2017

Computer-controlled bots who can communicate with customers. That has been the dream of customer service professionals for quite a while now. Corporate giants have been testing them since the last decade but so far, we haven't seen them implemented at scale.

Once again, there's an industry-wide hype around chatbots but this time, that hype will pay off. And there are two simple reasons why they will actually make it.

To outsource or not to outsource live chat support? Pros and cons of different options

Posted by Päivi Harju on January 13, 2017

Live chat has several business benefits,  for example, it has proved to be more cost-efficient than other service channels (like the phone). Still, none of this is possible without the necessary human resources to provide customers with personal, timely and accurate support. That is why one of the most critical considerations when implementing live chat is resourcing.

When trying to make sure they can utilise the full potential of live chat as a service channel, companies usually have at least three alternatives. The 1) is to use the same customer support and sales resources they use with phone and email. The 2) is to outsource the chat personnel to a resource company, and the 3) is to adopt an model that combines internal and outsourced resources.

Different alternatives have all their advantages and disadvantages which is why it is good to take time to review each option carefully before making a move.

How VV-Auto was able to boost online car sales and maintenance bookings [Case  Study]

Posted by Päivi Harju on November 11, 2016

VV-Auto is the biggest reseller of Audi, SEAT and Volkswagen passenger cars and Volkswagen commercial vehicles in Finland. In 2013, the company wanted to find a solution that would allow them to enhance online customer experience and convert website visitors browsing for cars or car maintenance services into sales leads.

Instead of visiting car dealers in person, people today prefer to visit multiple websites when narrowing down options. Recent research shows that buyers usually go through an average of 7 websites before going to the local dealership. This means that car dealers, VV-Auto included, need to find ways to capture contact details before visitors move on to the competitor’s site.

To make matters even more complex, not all website visitors are the same. Supporting the needs of a visitor interested in booking a time for car maintenance requires different type of expertise than helping a customer looking to buy a new or used car. Additionally there are also a lot of visitors browsing on a website outside regular office hours. This means that finding a cost-effective staffing solution that enables the positioning of the right people to the right place, is also something that needs to be resolved.