Calling customer support by phone may be the most common form of customer care, but businesses and organizations can benefit from having additional channels, such as live chat support.
Your business will be more agile, and you’ll be able to take full advantage of technology with a live chat support service, notably these 5 benefits.
Better Overall Satisfaction
In today’s connected world people will want to have as many options as possible, and this includes speaking with a representative over a concern, query or complaint.
Adding live chat support bridges your brand across the world wide web, and it makes you more accessible since it can be done over the phone, tablet or computer.
Business-wise, having chat support reduces phone queue times, hold times and makes it more convenient for customers to reach you. Notably, a clear line of communication usually leads to better call outcomes and therefore, overall customer satisfaction.
Chat Management and Tracking are a Plus
Chat has a sizable advantage over voice in terms of figuring out pain points in your sales, organization and processes, among others.
It’s more time-consuming to have to listen to a conversation than reading a chat session, for example. Chat support will have an archive of all the customer interactions stored away and readily accessible for viewing, while voice requires bigger data and may be stored away in a platform, cloud or software.
Understanding customer needs is important, and to this end live chat ultimately edges out other methods of communication. In the end, you can enjoy better customer care and brand loyalty.
One of the Most Convenient Customer Contact Solutions
Most people view speaking with a customer care representative over the phone tedious, uncomfortable and inconvenient. However, for some it’s the only way they could have their issues resolved and thus make the effort.
The introduction of a live chat support option however, makes interacting with support more enjoyable and convenient. People aren’t forced to wait in line or guess how long their phone call would take, and on the business end sales and customer satisfaction are very likely to increase.
More Cost Efficient
Phone representatives can only take one call at a time, whereas chat support can answer two, three queries and concerns at any given moment.
Chat representatives are more efficient and they may not need as expensive a setup as a phone call system. This becomes an important deciding aspect for burgeoning entrepreneurs and businesses that are just starting out.
Less Language Barrier and Miscommunication
A chat session with a customer is markedly different compared to speaking with them. Customers experience less communication issues, such as rate of speech, accent, use of words and background noise, all of which aren’t a problem with live chat.
Customers can go back to where they need to go for information they wish to write down and can save the session for later. The same goes for chat support staff- they won’t need to ask the customer again because all they have to do is scroll up.