Businesses are engaging with more and more customers through
online channels. Now, more than ever, businesses need to fully support the
online customer experience and provide them with quality online support. In
addition to phone, email, self-service, and video customer support
channels, live chat is a great tool for
online customer support. Live Chat Support Services can lead to happier customers, increased conversions, and
a reduction in service costs.
When customers engage with a live chat representative, the
overall experience is quick and simple. Customers welcome the ability to easily
enter order numbers and confirmation codes into a chat box for faster service.
Customers can continue browsing and easily view online content while chatting.
As customer service teams use live chat, they see an overall
decrease in the service costs in supporting online customers. The initial
set-up and implementation of a live chat tool is quick and easy.
Contrast that to the experience with phone or email support.
Customers get frustrated plugging through phone prompts of “For support, press one, for sales, press
two…please say your account number and a representative will be right with
you,” followed by a long queue and hold music. Live chat Support Service occasionally has a queue as well, but it
is typically much shorter than a phone queue. Agent and the customer can share
names, account numbers, and tracking numbers via chat instead of over the phone
where mistakes can be common.
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