HDFC Bank Live Chat Room: HDFC Bank has introduced ‘Live Chat Room’, a special link on its portal www.hdfcbank.com/webchat and is expecting its personal loan and business loan sales to go up by 50 per cent. Over here consumers can avail real time solutions for availing unsecured loans – loans that are not backed by any asset – personal loans or business loans. The services include answers to queries on loan eligibility, applicable interest rate, EMI, documents required and the possible processing time.
Click to Live Chat: www.hdfcbank.com/webchat
Asian Paints has launched ‘Colour Speak Chat’ with Aparna. The website makes the consumers’ painting experience more fulfilling and enjoyable by helping them visualize and implement décor ideas with great ease. It captures pre, during and post painting processes.
Likewise, TATA Docomo has launched Customer Care Chat Support, Makemytrip.com has launched a Travel Live Chat and ICICI Lombard provides online chat for all its customers.
So who are the primary users of web chat services? Taking HDFC Bank as a case study, it is apparent that the salaried class has been the first and foremost to take advantage of these services. In the case of HDFC Bank, 92 per cent of the customers who have been availing the web chat service are from the salaried class and the balance 8 per cent are self employed. But more interestingly, it is people from smaller cities such as Cochin, Coimbatore, Indore, patna, Ranchi, Vijaywada, Baroda, Surat, Vizag, Agra, Guwahati, Lucknow and even Jammu that are taking full advantage of web chats.
Marketers have started strongly believing in the power of web chats and think they are ideal for establishing deeper engagement with existing or future customers. Chat rooms today work on a Q&A model instead of just promoting a product or a service of the brand online. A practice which helps establish trust and creditability in the brand based on the kind of assistance and experience a customer has on the online chat.
An interesting and sometimes uncontrollable phenomenon amongst consumers is that they like to talk. When consumers have impacting experiences with products they tend to share that experience with family, friends, colleagues, and other members of their personal network. The key is to be creative and have something that people will want to pass along to somebody else. This form of word-of-mouth today effectively is leading to higher number of customers willing to come and experience the web chats and materialise their experience.
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