Columnist

Behind the business with Click4Assistance

Bdaily goes behind the business with Gemma Baker, who is a Marketing Executive at Click4Assistance, the leading UK live chat software provider who are celebrating their 12th year in business this year.

What key challenges has your company recently faced?

Competition – will also be a key challenge with us being the leading UK provider, there are many competitors oversees especially in America. For every large client we take on we are usually in the running with at least one of our main competitors so we need to ensure we are constantly ahead and providing a much better service.

What is your biggest achievement over the past 12 months?

Our growth over the last 12 months has been huge; our staff have grown by 50%, our client base has grown massively by 100% and we are the lead provider to UK Local Authorities and Universities.

What is your most important focus for the coming year, and what do you hope to achieve?

Our main focus is to maintain the growth and build on it as much as possible; we also have something up our sleeves for 2017 however we are not quite ready to disclose it.

What excites you most about your industry and business?

I have been with the business for three years and the most exciting thing is how rapidly the UK market has adapted to live chat software. Within our business it’s exciting to see the growth and changes that have happened and are still happening.

What do you wish you’d known when starting out?

That the UK market was a little slow at the time compared to America. Despite being the right time to establish the business, we could’ve perhaps held back resources at the time, as it would soon transpire that the UK market took off and that where we could have focused our efforts.

What will be the “next big thing“ in your industry, and how do you plan to handle it?

I believe that live chat software has built a foundation in changing digital communication and customer service; I reckon it will continue to grow as a base within technology changes. We will continue to do in-depth research and development to stay one step ahead. We also will be more publically growing our brand awareness and going up against our bigger American competitors.

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