4/24/2020

How Non-Profit Organizations Can Benefit from a Live Web Chat Service

Much has been written about for-profit businesses and the reasons they should use live web chat. For those with online stores, e-commerce transactions are at the top of the list. Research shows that customers want omnichannel options when making purchases—and live web chat is often cited as their preferred channel. Fast, easy, and convenient, live web chat humanizes the online engagement. 

At the same time, live web chat also offers customers to engage for-profit businesses for customer support issues. Additionally, live web chat models enable for-profit businesses to proactively engage with prospects and customers based on behavior that reveals intent for purchase or the need for customer support. 

In addition to all of the above, live web chat costs significantly less than traditional phone support—upwards of 50% less. 

The Benefits of Live Web Chat for Nonprofits

So, with for-profits reaping the rewards of live web chat, is it possible for nonprofits to do so as well? The answer is a resounding yes. Outcomes include some of the same as those for-profit businesses experience, as well as others that are unique for nonprofits.

Lower Cost with Live Web Chat

Just as not every website visitor requires, or even desires, phone engagement for for-profit businesses, the same is true for nonprofit website visitors. Live web chat allows nonprofits to field and answer much higher volumes of inquiries than is the case with phone. Cost per engagement decreases dramatically; for nonprofits they can put those cost savings back into critical programs and operations. 

Engage with More Beneficiaries and Patrons 

Unlike phone where a representative can engage with one customer at a time, live web chat enables representatives to engage with three to five individuals at the same time. Many nonprofits are bursting at the seams when it comes to incoming questions, calls for assistance, or donations. The ability to scale to support these increase volumes is especially important for nonprofits where operating budgets are limited—a reality that is likely worse during the COVID-19 recession.

Prioritize Engagement with Live Web Chat

Not every incoming call or live web chat is the same level of importance. Unlike phone engagement where it is difficult to identify the calls that are the most important, live web chat enables nonprofits to prioritize engagement based on a pre-chat questionnaire and behavior before the patron or beneficiary initiated a live web chat.

Recruit Donors with Live Web Chat

Donors are like customers when they come to nonprofit’s website or social media channels. Nonprofits need to analyze the behavior and intent of website visitors and proactively offer live web chat to those who are about to make a donation but appear to waver. Those who may have questions can have them answered quickly by live chat agents before they bounce of the website or leave their donation cart without completing a transaction. Chat agents can also run special programs for higher donation levels and other activities that increase the size of each donation.

Improve SEO and Visibility

One of the ways Google ranks a website is through the amount of time visitors spend on a website. For nonprofits, both static and proactive live web chat can help increase the amount of time visitors spend on the website, thereby improving the nonprofit’s website rank.  

Hone Chatbots and FAQs

Analysis of live web chat transcripts can reveal a lot of information about what questions are arising the most often and what programs or offers are resonating better than others. This information can be baked into changes on the website, the development or honing of FAQs, as well as configuration of chatbots. 

On-demand Live Web Chat Service

Historically, nonprofits are strapped for resources—and the right skill of resources. Live web chat is only one more technology and program that a nonprofit’s staff must learn. Certainly, for some nonprofits, it makes full sense for them to use an inhouse staffing model. For others, relying on an expert third-party live web chat service provider such as Davinci Live Web Chat Services makes better sense.

Depending on their size, nonprofits may not require a full-time equivalent (FTE) to manage live web chat. Instead, the nonprofit only pays for the live web chats that occur—an on-demand, pay-for-as-you-go approach provides cost efficiencies as well as scalability and flexibility. Additionally, as patrons and beneficiaries of a nonprofit expect omnichannel experience, the ability to offer them multiple engagement channels—including live web chat—is important, as well as the ability to move between engagement channels. This is normally easy to do since live web chat services are typically attached to a team of live receptionists who also provide phone engagement. 

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