Posted on 15/03/2017

Live Chat: The quick way to sound product advice

Live Chat: The quick way to sound product advice

Since Live Chat was introduced to the NRS Healthcare website in 2015, our Occupational Therapists have helped hundreds of customers find the products which best suit their individual needs.

Taking the lead on the Live Chat service at Head Office is our Occupational Therapy Assistant, Sharon, who is always happy to answer the various questions our customers have.

Being highly knowledgeable about the thousands of products available on our website, Sharon is also well placed to offer advice on other equipment she feels may be of use to our customers, ensuring they get the safest, most beneficial product for their circumstances.

Sharon Stevens

With so many questions coming in over Live Chat on a daily basis, we asked Sharon a few questions about the service so that she could tell you in her own words how Live Chat can help when browsing our website.

What is Live Chat all about?
Live Chat is a service on the NRS Healthcare website that allows our customers to make contact with a representative of the Clinical Team so that they can ask questions about our products and services.

How long have you been doing Live Chat?
I have been on Live Chat since it was introduced in September 2015.

What sort of questions do you get asked?
Customers want to know about our products; sometimes the dimensions or weight limits; whether the product will be suitable to meet the needs of the user; how heavy it is so that they can send equipment abroad; if an item is available in a different colour; questions about delivery and VAT. Our questions come from Occupational Therapists and other health workers, schools, private customers, care homes and traders.

How important is self-care and getting the right product?
The Care Act 2015 encourages the public to engage in looking after their own health needs, including purchasing their own small aids to daily living to prevent reliance on the NHS and Public Services. Members of the public are very often not aware of what is available, especially when they are only just beginning to recognise that they, or their relatives, may have health or care needs.

Use of larger pieces of equipment such as ramps or transfer aids have the potential to cause a risk to the user or their carers if the wrong item if bought, or if equipment is used incorrectly, so it is important that we encourage our customers to purchase suitable items. We regularly have customers asking about ramps or transfer aids which we advise against them purchasing if we are not satisfied that the user will be safe.

How long does an average session last?
Most sessions last a few minutes, but if chat is busy I may be dealing with 3 customers at once and a customer on the phone, so it can take a while if I am looking for information and feeding back to each one. Most people are very patient though. If a person does disconnect before the conversation finishes, I can always e-mail them if they have entered their e-mail address at the beginning.

If Live Chat is off customers can still click on the link and send a message, which is picked up by Customer Services and forwarded to me if they are not able to answer the question.

What sort of feedback to you get about the service?
Customers are frequently thankful that they made contact with us as they often don’t realise the range of products available to them. They are also grateful for the advice that we provide to ensure those using our products are doing so safely.

Trustpilot Live Chat rating

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