Halifax offers a little extra support for online customers

Homeowners seeking a quote for buildings and contents insurance on the Halifax Home Insurance website can now chat online to a sales adviser for instant help and support during the quote process.

The new service has already proven to be a great success, leading to many more customers completing the quote and purchasing cover rather than abandoning the online quotation process half way through.

Head of Marketing for Halifax Home Insurance, Sarah Cowx said: "We have seen a dramatic increase in the number of people completing the quote process and purchasing cover online since the webchat facility was launched. The new facility enables people to get the support they need instantly, rather than having to abandon the quote process and telephone for help."

Customers obtaining an online quote can either opt in to the webchat by clicking on a button, or the facility will pop up automatically for customers if it seems they may be experiencing difficulty, for example if they pause for a long time on one section of the site.

The new system will enable Halifax to identify any areas of the site which appear to repeatedly cause confusion, enabling the insurer to continually make improvements to the site where necessary.