Live chat for customer service.
Customer Service is the backbone of any business. It plays a crucial role in business. Customers are the one who helps to grow your customer base.
1. Live chat is convenient for customers
Live chat is convenient for customers for several reasons:
A). Instant availability of Agents.
B). Live chat allows customers to multi-task saving time
C). The wait time is negligible.
D). Queries are answered instantly.
Customers appreciate live chat as it helps them in making the right buying decisions.
For many customers, live chat is also more convenient and less stressful than speaking on the phone to a stranger. It’s easier to interrupt a session and return with the document or reference they need, and they can be sure they’ll be understood.
2. Live chat is more efficient than a call center
Talking a customer through an issue on the phone can be an excellent experience for them, but it has one major drawback — each agent can only deal with one customer at a time. In contrast, a live chat agent can potentially deal with several customers at once.
What’s more, because it’s entirely text-based, you have a transcript of every interaction — ready for later analysis by keyword, theme, customer type, sales channel, support ticket outcome or whatever takes your fancy.
3. Live chat can improve call center deflection rates
There’ll always be some interactions that are best handled on the phone. But many simple queries can be resolved by a live chat, leaving your expert call center agents free to deal with the large, complex support tickets.
Existing online support material becomes more valuable, too. A well-prepared chat agent can direct a customer immediately to the most useful FAQ answer or knowledge base page, without them needing to hunt through your website or rely on search. What’s more, analysis of your live chat sessions can help to pinpoint gaps or navigational problems in your online support content — if many customers are asking the same question, you can create new content to answer it and further encourage self-service.
4. Availability builds trust
By having live chat on your website and making it available as a support option you’re helping to build trust. Different people prefer different contact channels, and by presenting a wider range of options customers will feel that you’re more responsive, more available and generally more interested in what they want. Live chat also gives you the option of longer service hours, covering evenings and weekends when call centers may be closed.
5. Live chat can drive sales as well as service
Although traditionally considered a piece of help desk software there’s no reason to limit live chat to customer support. The positive response that customers have to live chat means it can be an effective sales tool too, especially when it comes to reducing dropouts during a purchase process. Forrester Research found that “44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer”.
The great advantage of a live chat is that you can target it very precisely. Is there a particularly high drop-out rate at a certain point in the sales journey? A live chat agent could help people through that stage of the process. Do your web analytics show customers making repeated visits to a page without buying? Live chat can be targeted specifically at those customers, offering help, answering questions and handling objections at just the right moment.
“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.”
Thus, if your goal is to offer great customer service and to build strong customer support, then live chat is the best option. There are many other benefits of live chat software in customer service and other processes of the business. Implement this live chat feature as per your business requirements and boosts sales and revenue.
