The QUIKRETE Companies, a manufacturer of pre-blended commercial-grade concrete products, recently introduced QUIKChat, a live website customer engagement tool that provides thorough, real-time response to inquiries. Accessible 24-hours a day, seven-days a week on the QUIKRETE website. QUIKChat connects customers with trained professionals, known as agents, who answer their specific product and project questions. According to the live-chat service provider, eight out of 10 customer inquiries are resolved during the initial interaction with an agent.
“QUIKChat is designed to help our customers navigate challenges with projects and products through personal interaction with a qualified expert,” said Frank Owens, the QUIKRETE vice president of marketing. “By delivering this one-on-one attention, customers are more comfortable and confident in the direction provided by our agents. That along with the real-time nature of most QUIKChat conversations allows us to improve customer satisfaction, which is our ultimate goal.”
QUIKChat is located at the bottom right hand corner of every page on the QUIKRETE website asking visitors if they have any questions. During business hours, customers with questions simply click on QUIKChat bar and enter their name and e-mail address to activate assistance from an agent. During non-business hours, customers can leave a message on QUIKChat with the assurance an agent will respond as soon as they are back on-duty. QUIKChat will also intuitively offer assistance to visitors navigating the QUIKRETE website for an extended period of time. Visitors that use QUIKChat are encouraged to share their experience as a training aid for the agents and to help improve the overall customer service experience.