As LiveChat helped Valley Driving School develop our business and communication with our clients in a completely new way, we’re very open to new things offered by the platform. I am always interested in trying new integrations out and seeing whether it would benefit how we serve our customers. So when I saw SnapCall advertised on the LiveChat Marketplace, the first thought that came to mind was “Oh wow, how has somebody not thought of this before, it’s so smart!” And it literally took us one click to start using the solution, as all you need to do is click on the Install button on the LiveChat Marketplace and SnapCall solution becomes automatically available to the whole team.
Type of company
Transportation & Education
Launching a call right inside the chat has never been so easy.
Valley Driving School was interested to try a new LiveChat integration which would help provide a full omnichannel experience for their prospects and customers. That’s why the team was keen to try SnapCall integration with LiveChat and see how they can benefit from smart voice technology.
Valley Driving School, founded in 1955 in Langley, Canada, is one of the most reputable driving schools in British Columbia with more than 65 years of experience in providing high-quality driver training to thousands of students for both recreational and commercial purposes.
Great customer experience is always at the heart of the Valley Driving School’s values. As the top-performers in the industry, their team is always looking for new ways to improve the way prospects and customers reach out to them.
Where it all began.
When the team of Valley Driving School were rebuilding the company's website, Melissa Hannam, Director of Marketing, remembered seeing the LiveChat widget somewhere and thought it could be really useful for their users as well.
Even though it was quite unusual for a driving school to have a live chat option for the customers to reach out, Valley Driving School implemented the solution on their website and the choice turned out to be a successful one, as the team noticed many users wanted to communicate via LiveChat. As LiveChat implementation brought positive response from the customers, Melissa says she’s always up to try a new integration on the LiveChat Marketplace.
Key considerations for choosing SnapCall over other phone solutions:
Optimized customer experience
Full control & flexibility
The team of Valley Driving School has noticed the need to be able to switch channels inside the same window before. As it’s important to make sure the transition is truly seamless and the user stays engaged within the website, SnapCall's solution turned out to be a perfect fit.
“Our customers are asking for the ability to chat, swap to a call and then sometimes even swap back to chat again, so allowing them to do that in the most convenient way is perfect. Because for us, it’s all about what the customer wants, how they want to connect and that’s how we need to be available to them. Therefore, we really enjoy SnapCall integration – it’s super easy to use for the customer, just one button to answer the agent’s call. And if they’re satisfied, they’re probably going to return and choose our service when they’re ready to make a purchase.”
Valley Driving School has been offering the possibility of jumping on a free voice or video call right inside the LiveChat widget for quite some time now. The team has expressed positive feedback regarding the stability of the service as well as the assistance of the SnapCall team.
“The technology has definitely exceeded my expectations and my team’s expectations. Voice, video and screen sharing features are very reliable and we have not had any issues connecting (either from the customer or the agent side). Any time I reach out to the SnapCall team, they are very open to feedback, the issues get addressed immediately and they try to implement our suggestions quickly, so the customer service is truly great. What our agents appreciate most about the SnapCall features is that they are one-click to connect. It’s effortless to launch a voice or video call and enable screen sharing. There is no separate technology to load or software for the visitor to download, all that the agent has to do is click one button and they're connected!”
What has been achieved so far.
Saved time for both customers and the team.
“Before we used SnapCall, if some of our prospects or customers wanted to switch from a chat conversation to a phone call, they’d have to leave the chat, find a number of their local agency and connect to a different team, dealing with phone calls only. The problem is, nobody likes having to tell their story all over again to a new person or verify their identity again. You just want to continue on and not to lose any time just because you switched from one format of communication to another. That became possible when we started using SnapCall.“
Helping customers through more complicated situations.
“The controls are simple to use and easy to navigate through any options (like which tab or window you want to display on the screen sharing, or making the picture bigger on both the screen sharing and the video call). We find the screen sharing feature extremely useful for our clients who are having trouble navigating through our online booking system. Screen sharing allows us to see exactly what the client sees on their online account and direct them to the right menu or screen. This allows ease of scheduling and payment processing instead of having the client struggle or get frustrated with the booking system. As over 50% of our clients register for training online, we need to be able to support them quickly and efficiently. SnapCall's screen sharing feature allows our agents to act almost as a HelpDesk for our clients and saves them from having to call in to our office and describe their problem - the agent can see the problem immediately and solve it in real time for the customer.”
Handling sensitive data easily.
“The most common way of how we use SnapCall is for payments because a lot of times customers come into the chat, start discussing their purchase and in order to confirm the booking, we need to accept payment. We noticed that a lot of people don’t want to provide their credit card information via the chat for security reasons. With SnapCall, we can quickly flip over to the phone call, take their credit card information and then we can flip back to the chat and finish the purchase in writing.“
An exceptional training experience.
“When video calling both the audio & picture is clear and we've had zero issues with buffering or losing connection. The screen sharing feature is also very reliable with no issues with lagging or displaying properly for both the visitor and agent. Having the choice to share your entire desktop, your entire browser window or just one browser tab is especially helpful as sometimes we need to show the client not only our website but also a business partner's website. This allows us to seamlessly help the visitor through the multiple steps they are navigating throughout their entire driver training journey.”
Improved customer experience.
“We have a wide range of ages between our clients, as we offer all kinds of driving training. Sometimes when a more senior person is on our website, they start a chat and if they are less comfortable with technology, navigating the website or having a long conversation back and forth with typing isn’t such a great experience for them. In these cases, customers prefer to call us or to be called, so SnapCall solution comes in really handy in these situations, as a user only has to click one button to get on a call with the same agent they’ve been already chatting with – they don’t need to launch a new app or figure out where the phone number is.“
“One of the things that our team really likes about the SnapCall solution is that they don’t have to give a phone number to the clients. Because sometimes a client can try to reach back out when you’re not at work or not available and the ability for them to choose when they see the need to provide a customer with the button to join the call is really helpful.”
“Having voice and video calls as well as screen sharing in one technology is also great from a budget standpoint, as we can now consolidate a lot of our "help technology" into one platform. This has saved us money as we now have just one low monthly payment to SnapCall instead of paying higher monthly fees to multiple platforms for each feature (which we were doing previously).”
Stand out from the competition.
“These features also offer us ways to connect with our clients that our competitors do not have. Most driver training schools only connect with their clients the traditional way (phone, email, in person), but we are now able to offer our clients a new way to connect. With Covid reducing the need for in person connections, SnapCall's video calling feature provides a great alternative to still being able to have a face-to-face connection with a client, without having to be in the same room as them.”
All in all?
Seamless omnichannel experience. Improved agent efficiency. Impeccable customer experience.
What’s coming next.
The teams of Valley Driving School, SnapCall and LiveChat are working together to ensure an impeccable customer experience of seamlessly switching from a chat to a call in situations where voice can improve agent efficiency and customer experience.
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