Live Chat for Financial and Insurance Companies

Improve customer loyalty and ensure highly secure chat communications with Live Guide

Financial institutions, mortgage brokers and insurance agents have distinctive business goals that must be addressed in all of their communications. In addition to gaining new customers and bolstering brand loyalty, financial and insurance companies must also adhere to exacting standards when it comes to keeping customer data secure and customer conversations private. With Live Guide, you can do both by offering highly secure and highly effective live chat communications directly from your website.

With a simple click a button customers and members easily communicate, live and in real time, directly with your online service agents via text chat. Every interaction is 128-bit SSL encrypted and all data remains behind your firewall. Now you can communicate via live secure chat with confidence knowing that Live Guide ensures the highest level of security while providing an important personal touch that often gets lost in the online experience.

Improve customer loyalty and satisfaction

More and more financial and insurance consumers would rather shop online than speak with a broker in person. Indeed, studies show that 80% of customers are more likely to bank online vs. visiting a branch. As a result, live chat is quickly becoming the communication method of choice for online financial and insurance customers. According to Forrester Research, live chat enjoys high customer satisfaction at 63%, which is higher than the satisfaction levels of email, FAQs, or interactive voice response.

Live chat – The click-to-chat features within Live Guide are particularly effective for high-value services like loans, investments and insurance where shoppers usually seek more advice. Now you can make immediate one-to-one customer service available from anywhere on your website; no need for a separate phone call or email. With Live Guide you dramatically improve service while giving your customers a positive online experience…interacting with a live agent not an automated system.

Audio and Video - Live Guide extends the value and immediacy of live chat with audio and video. Imagine being able to bring the equivalent of that friendly “Hi, may I help you?” to the Internet. Now you can give online customers the best of both worlds: the convenience of shopping online with the same personal and immediate service they expect in person.  With Live Guide you improve the online experience for your customers and the result is improved customer loyalty and satisfaction.

In growing numbers, customers would rather “go online” versus going to a meeting with a broker or agent. With Live Guide you can provide your online customers and members with the same immediate and one-on-one service they expect in person. The result? Improved customer loyalty and satisfaction.

Live Guide was built with the needs of the highly regulated financial services and insurance industries in mind and designed specifically to eliminate the risks associated with online communications.

• The system uses the HTTPS protocol over port 443 so there is no need to open any untypical firewall ports.
• All chat communications use 128-bit SSL encrypted connections to secure the data.
• Unlike other conferencing solutions that operate over a vendor's proprietary network, Live Guide is deployed inside your company’s firewall, adding another layer of security and integrating with your environment.
• Live Guide can generate comprehensive reports that summarize agent performance, capture chat dialogue transcripts and aggregate relevant account detail for regulatory compliance and best practice analysis.

With the demands for data security at an all-time high, organizations in the financial and insurance industries rely on Live Guide to ensure the highest levels of security, collaboration and confidence.

Using secure live chat with Live Guide is an indispensable advantage for customer-centric financial and insurance services organizations. It allows website visitors to stay in their channel of choice – they don’t have to go to a branch or pick up the phone – while agent transactions and chat interactions remain private and secure using industry-leading technologies and protocols.

• Give website visitors the same personal and immediate service they expect in person
• Answer questions immediately and when customers are most likely to purchase your products and services
• Live Guide is a software-as-a-service (SaaS) solution which means there is nothing to download or install
• 128-bit SSL encrypted connections keep data secure and chat dialogue private
• Live chat helps increase sales and boost customer satisfaction and loyalty
• Unlike phone support, chat agents can handle multiple customer inquiries simultaneously decreasing your costs and raising productivity