Consumer Watchdog ‘Which?’ Selects Click4Assistance UK Live Chat Widget

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The Consumer Watchdog 'Which?' have selected Click4Assistance, the UK's leading live chat widget provider, to supply live chat software to help maintain their high standards of customer service.

Live Chat Widget Provider Click4Assistance UK

Live Chat Widget Provider Click4Assistance UK

Whilst we are confident in our service, it is a testament to the entire team that all areas of the business have succeeded in providing the high level of standards demanded by Which?

Established in 1957, Which? is the largest consumer body in the UK, committed to providing unbiased advice and campaigning for higher standards across industries. Since the launch of their website in 2006, additional departments including wills, mortgage advice, consumer rights, tech daily and trusted traders have been released. The Which? Member Service Centre was rated ‘World Class’ by the Institute of Customer Service. In order to maintain the high standards Which? have implemented a live chat widget to allow instant communication with website visitors.

Click4Assistance was shortlisted from the available live chat software providers, and following a rigorous and extensive testing regime, was selected for a pilot period for Which? Legal.

Jill Stephens, Senior Account Manager at Click4Assistance said:
“The selection process was challenging, with every aspect of the solution thoroughly investigated, along with the Click4Assistance customer service and support agreements under close scrutiny. Whilst we are confident in our service, it is a testament to the entire team that all areas of the business have succeeded in providing the high level of standards demanded by Which? We look forward to a long and effective partnership.”

With data security a top priority, ensuring data processing and storage is conducted within the EU was a significant deciding factor. Click4Assistance develops and hosts the live chat widget within the UK ensuring no data is transferred , processed or stored outside of the UK, which should be a defining factor for any UK business considering this type of communication channel.

The Which? brand is highly recognisable and it was also essential this was reflected within the chat windows available within the visitor interface. The Click4Assistance solution is 100% customisable, allowing Which? to ensure the brand was appropriately represented throughout the visitor experience. The design team at Click4Assistance has worked closely with the brand manager to ensure the customisation work met their exacting standards.

Following the highly successful implementation within the Which? Legal pages, the solution was extended to Which? Wills, where the team were eager to adopt the instant communication channel. The same high standards for visitor experience and customer service have been applied, with extensive customisation and staff training. Which? Mortgage Advice Service are currently trialling the solution with further areas of the organisation expected to implement shortly.

If you would like to discuss how Live Chat Widget can improve customer service and reduce resourcing costs, please contact the Click4Assistance team on 0845 123 5871 or theteam(at)click4assistance(dot)co.uk

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Jill Stephens
Click4Assistance
since: 07/2012
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