Golden Technologies, a maker of lift and recline chairs, scooters and power wheelchairs, has launched a new live chat service for retailers and customers.
Using a Facebook Messenger widget embedded in the company’s website, users can now easily contact a customer service rep in a moment to find out what is in stock, get an answer to an uncommon question from the showroom floor or get a technical issue assigned to a lift-chair technician, for example.
The company said it chose Facebook’s Messenger for the service because it’s user friendly and familiar to the public. In addition to being a more convenient method of communication for many people, the company suggests that live chat may be more accessible to individuals who are hard of hearing and some people dealing with mobility issues, among other challenges. Additionally, the chat provides an easy-to-reference record of the conversation so agents assigned to the issue can hit the ground running as they try to tackle problems.
"The live web chat has been in effect since January and I’ve found that there are all kinds of reasons people use the chat," said Sarah Market, customer service representative, in a prepared statement It is a useful tool for our hearing impaired customers and customers who are constrained by mobility issues, apart from customers who just don’t have time to get into a discussion on the phone. I feel like it puts us within reach of the customer."
The live chat is available Monday-Friday, 8:30 a.m. to 5 p.m. EST, though users can leave a message through the interface outside of those business hours.
Visit goldentech.com for more information.
