OLD FORGE, Penn. (May 8, 2018)—Golden Technologies announces the launch of live web chat service to assist retailers and consumers with their questions. Golden chose Facebook Messenger as their platform because it is familiar to the general public and is user-friendly.
“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 customer service representative Sarah Market. "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.”
Retailers can quickly find out which products are in stock and get answers to the not-so-frequently asked questions that may arise on the showroom floor. Golden can also assign technical issues to their in-house lift chair technicians to assist users. Creating more avenues of communication allows Golden to react quickly to service issues and gives the public more access to the manufacturer.
This forum allows the company to retain the entire correspondence, so agents assigned to customer issues can easily and accurately be brought up to speed. Tim Robinson, Golden’s director of digital media added, “Consumers are already accustomed to the convenience of service online, many prefer chat as a channel of communication over using the phone.”
Customers and retailers can chat live with a representative Monday through Friday 8:30 a.m. to 5 p.m. (EST). After business hours, users may still leave a message that will be promptly answered the following business day.
This initiative is part of a continued effort to enrich the Golden customer service experience, and over time, the goal is to roll out the chat platform to all of the company’s customer service, tech service and sales departments to accommodate higher volumes of chat-related communications.
For customers without a Facebook account, Golden is still available to chat via phone at (800) 624-6374.
Visit goldentech.com for more information.