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Proactive vs. Reactive Live Chat: What are the differences?

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Why Is Live Chat so Important?

Live chat is an important addition to any company website. It makes things easier for everyone. Without any doubt, live chat benefits both the business and its clients. For many online service providers live chat is an absolute necessity. For others it isn’t, but it still can be a great vehicle toward a successful online presence and increased trust.

User statistics clearly show that live chat increases the credibility of a company, helps build better connection with the clients, provides back and forth interaction with the users. In turn, this feedback helps keep the services relevant and aligned with the customers’ needs and helps resolve any potential issues in a timely manner. Lastly, the modern live chat applications of today provide an invaluable insight in the ways people interact with a web page and about their points of interest.

Compared to email or phone support, live chat brings much greater benefits.

The Differences Between Proactive and Reactive Live Chat

One of the things unique to live chat is the fact that it can be offered proactively to the people visiting your web page. Neither email, nor phone are suitable for such service.

These differences between proactive and reactive chat are significant and should be checked carefully. They can be summed up in a few categories. To find out which offers better customer experience, greater satisfaction and potential for conversion, a statistical analysis must be completed.

First of all, reactive live chat is there when the customers ask for it. Proactive, on the other hand, occurs when the communication is initiated by the chat operator, who offers assistance before the visitor has requested help.

When it comes to speed, things are a bit blurry. Reactive is fast, this much is undeniable; on average, a chat request is addressed within 23 seconds. It is infinitely faster than email and considerably faster than phone, in most cases.

Then again, how do you measure the speed of a proactive chat?.

Reactive chat is good for the customers. They usually remain happy, with an engagement rate around 7.8%.

But things get even better for the proactive chat. The engagement rate is only 2%, but customers approached proactively are 6.3 times more likely to make a purchase than those left to their own devices.

Sounds amazing, does it not?

But there is more. If you use proactive chat together with a reactive chat service, the results will be magnificent. The number of satisfied customers and volume of purchases can increase anywhere from 40% to 100%.

All of this is possible, thanks to a few simple implementations, as the best live chat applications can be put to a good use within hours.

It is important to realize just how valuable live chat can be. It is vital to understand fully how it works and what the different types are.

Once you obtain that knowledge, you can use it and achieve great results for yourself and your business.

No matter what your website looks like, live chat has the potential to increase greatly the customers’ satisfaction and engagement. Check out this awesome live chat infographic for more information.

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5 Must-have Apps For Business Travellers

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Travelling for business is still a must-do for many professions in most industries, today. While you may not be travelling to as many meetings as you used to, due to the prevalence of video call apps, not all meetings are successful this way.

Meeting your client or prospective customer in-person is better for closing deals. Therefore don’t put off that all-important business trip, as you can reduce the stresses of organising your travel, business meetings and accommodation with the assistance of technology.

Technology Is A Game-changer For Travel

The whole travel process is now a lot more bearable, with these must-have business travel apps, so check out our top picks.

1. Expensify

When you’re busy navigating transport and prepping for important business meetings, the last thing you want to be worrying about is keeping track of your expenses. Enter Expensify – it does the job for you.

Simply take a picture of your receipts (no matter what the currency) and the clever little app will automatically submit the expense for approval and reimbursement. As if that weren’t enough, it also has GPs tracking, so you can accurately record your mileage too.

2. GetYourGuide

No business trip should be all work and no play, and with GetYourGuide on your phone, you’ll be able to find fun things to do.

This fantastic app shows you the best sight-seeing tours and activities in your destination, and lets you book tickets for them, including the queue-jump variety – perfect if you’re pushed for spare time.

Plus, you can use it offline to access your mobile ticket, directions to your activity and supplier contact details.

3. PackPoint

 PackPoint is a helpful little app that puts together a personalised packing list for you, by reviewing factors such as the type of trip (business or leisure), the duration, the weather, and even whether you’ll have access to washing facilities.

Also, the app creates a link for your list which you can share with your colleagues if they’re a little bit bamboozled about what to pack – check out this PackPoint demo video on YouTube to see it in action.

4. Flio

A stressful visit to the airport is the last thing you need at the start of a business trip, however, with Flio installed, you’ll have an expert airport assistant by side.

This awesome app provides instant airport updates, which means you’ll be the first to know about delays, gate changes and other essential flight-related info.

In addition to this, it has airport guides for more than 300 hubs, lets you purchase airport services such as lounge access and helps you log in to the airport’s official wi-fi – what more could you want?

5. Waze

The Waze navigation app gives you info about traffic, roadworks, accidents and other factors that can cause delays, and even adapts your route so you can reach the airport as quickly as possible.

It also links to other apps, so you can enjoy some travel tunes or your favourite business podcast as your cruise on over to the airport. For example, if you are driving to the airport, you can compare Airport parking deals for East Midlands, Heathrow and most major UK hubs. Just think of the time and expense saved by knowing in advance the costs associated with parking!

With these five fantastic apps on your phone, you don’t need to leave anything to chance, you can look forward to less stress and more fun on your next business trip. Plus with more time between meetings you can see the sights and do some shopping for family and friends, and yourself too.

We hope that these awesome business travel apps have got you excited. Let us know what you think of them and tell us about your own favourites in the comments section.

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Can Phone Screens Be Replaced?

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Even with a protective case and screen protector, there are some situations which will inevitably result in your smartphone’s screen being damaged. From dropping your phone in water to dropping it on concrete, your phone’s screen may eventually need to be repaired or replaced.

Thankfully, there are ways to service your phone without spending a lot of money or sending your phone to the manufacturer in the mail. If you simply search for “cell phone repair near me,” you’ll be able to choose from dozens of local third party services. Here is a quick rundown of the types of situations in which you’ll need to replace your phone screen.

Broken or cracked screen

Fixing a cracked screen is one of the most common phone repairs performed. Generally, this procedure involves removing the broken screen glass and replacing it with a new piece of glass. While you may be able to buy a repair kit online, it’s generally advised that you take your phone to a professional to fix its screen.

This ensures that the repair is done correctly and that you don’t accidentally make matters worse and cause other issues with your phone. A third party service can perform a screen repair quote quickly, allowing you to get back to using your phone in no time at all.

Pressure spots or dead pixels

While not as drastic to your phone’s performance as some of the other issues on this list, dead pixels and pressure spots can severely limit your ability to use your phone to its fullest.

A dead pixel occurs when one of the lights in your phone’s LCD burns out, usually leaving a permanently black or white pixel in its place. While one or two dead pixels can generally be ignored, multiple missing pixels can be particularly frustrating, especially if they’re in key areas on your screen.

The same can be said for pressure spots, which are fingerprint sized discolorations that can obscure even more of your phone’s user interface. Sometimes, users will dismiss these problems and treat them like cosmetic defects. However, it’s best to take care of these before they develop into even bigger problems.

Unresponsive touch screen

An unresponsive touch screen is one of the most serious problems you can run into with your smartphone, and it may take some troubleshooting to rule out other issues. For example, sometimes your iPhone or Android might freeze, but you can still restart your phone. Even resetting your smartphone to factory default is worth a try if you’ve backed up your device’s data and are really looking to fix the problem.

If none of these workarounds rule out your problem, it may be time to take your phone to a professional. The touch screen of a phone features complex circuitry and features that make it crucial to be addressed by an experienced technician. That being said, you don’t necessarily have to go back to the manufacturer for these kinds of repairs. Third party services are often much cheaper.

Water damage

While a bit more rare than other screen problems, if water gets between your glass and the circuitry of your LCD touch screen, the results can be disastrous. In most situations, recovery of your phone comes down to numerous factors, which is why it’s best not to get your hopes up if even a little moisture made it to your phone’s central processor or motherboard.

For this reason, third party companies generally won’t charge a fee for the diagnostic work associated with water damage. Instead, a technician will do their best to determine what work might be able to be accomplished to salvage your hardware and, most importantly, your data.

While replacing the phone in its entirety is usually the end result, sometimes replacing the screen and drying out the phone is possible. So it’s always a good idea to have your phone looked at before you throw in the towel.

While the simple answer to the question “Can my phone’s screen be replaced?” is “yes”, the longer answer is that it depends on the issue your phone is facing. If any of the above issues are happening to your phone, take your device in to a professional technician to see how they may be able to service it.

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Court Reporting Versus Digital Recording: Which Is The Better Option?

When it comes to informational accuracy, technology surpasses human intelligence in several circumstances, but are court hearings included?

digital

When it comes to informational accuracy, technology surpasses human intelligence in several circumstances, but are court hearings included? Surprisingly enough, they’re not.

While some people may go along with the potential obsolescence of court reporters and the deployment of digital recording as a sole reporting method, that may not be fully recommended for a number of reasons. Modern technology and artificial intelligence are optimizing day-to-day tasks and facilitating operations that would otherwise take long hours to be completed. On the other hand, despite their systematized functioning, electronic devices aren’t failure-proof. That’s where the human element makes an entrance.

Digital recording: the latest technology for accurate documentation

Digital reporting or electronic reporting is, in the words of the American Association of Electronic Reporters and Transcribers, the “use of professional-level audio recording systems to register court proceedings.” Those unfamiliar with the judicial scenery might consider the presence of a human court reporter unnecessary in any case – after all, an electronic device has a faster and stricter capability of collecting crucial information. Still, electronics malfunction, break, and regardless of outside conditions, they’ll only work according to their primary function, which isn’t optimal when you think about it.

When taking human failure rates into account, however, one may find that there’s a high risk of information loss and defective machine performance. In ideal conditions, the recording device would be working properly, and all members would respect their time to speak. Yet, it’s common for litigants lower their voices or speak almost inaudibly in certain instances, which may or may not be caught by a recording device. Additionally, not everyone will keep their speeches stable in court and member will sometimes interrupt one another. When such situations meet poor device functioning, bad audio quality, and human error (e.g. forgetting to press the “record” button), a bunch of missing information could compromise the case and information could be gone permanently.

The job of court reporters is still critical for complete reports

Court reporters are highly trained professionals who are knowledgeable about legal proceedings and emergent technologies. Their expertise and dexterity is based on years of training, which qualifies them to document entire judicial processes. Just for reference, a person must be able to type about 225 words per minute in order to pass the United States Registered Professional Reporter Test.

Another major difference between digital recordings and court reporters is that the best professionals have an expedited turnaround of all transcripts, as is the case with skillful Miami court reporters. Some court cases require faster processing and a shorter turnaround time for being more complicated than others, which once again favors the reporters’ set of skills. They won’t simply deliver transcripts on time — they’ll interpret them, clarify misheard sentences with heavy accents, for example, and offer real-time technology so every court member, including the hard of hearing, has instant access to transcripts. Their role makes sure to benefit judges and jurors alike, providing information that can be accessed in person or remotely.

Should one be employed without the other?

Without technological assistance, the job of court reporters would be harder. For this reason, their education and certifications must always meet high standards of innovation and deliver extremely precise transcripts in a short period of time.

For all-encompassing and error-free documentation, digital recordings paired with the proficiency of a court reporter would be suitable. However, reliable and proficient reporters are always up-to-date with the latest technologies to capture hearings accurately, so the extra cost of a recording device might not be necessary. Court reporters are, at least in the predictable future, the best voice-to-text transcriptors courts can rely on.

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