New live chat feature for EY

EY is a world-leading global company in auditing, accounting, tax and business consulting. We have had the privilege of collaborating with EY for many years now and work with several of the company’s various sites in the Nordics such as Drivkraft.se and Skattenätet.se. Last year we developed Access.ey.se , a site for marketing the EY Access service – a digital accounting service that collects accounting, invoices and receipts in one place.

As a step in our ongoing management and further development of EY Access, we have now also launched a live chat function. The goal is to make it easier for the customer to get in touch and to improve the customer experience by strengthening the customer service with a new fast communication channel, and at the same time increase the conversion to even higher levels.

A live chat is a communication feature that you can add to a site. The function gives visitors to the site the opportunity to communicate directly with the company, regardless of whether they have questions, need help navigating the website or want to register an interest. The company gets direct contact with existing or potential customers.

With a live chat, the company can answer the questions directly, in real time. Visitors usually get an answer immediately – ie much faster than via traditional communication channels such as e-mail or contact forms, where it can take hours or days to get an answer.

For EY Access in particular, we have chosen to use a live chat function from Intercom. The team at EY that responds to the live chat has the opportunity to log in and out so that different people can handle the chat and to adapt it to working hours and other workload. When the chat is not manned, EY has chosen to have the function hidden. Another option is to still have the chat open but let the questions go to an inbox and the customer will then receive a message from an AI assistant to provide an email address or phone number for answers as soon as possible.

Properly managed, live chat has the potential to increase customer satisfaction and sales. Who does not want satisfied customers and increased sales?

Feel free to visit the site and see the function for live chat: access.ey.se