Chat support software

Live chat support - how to properly implement

Live chat became a customer service industry standard, but what are the benefits really?

The Top 5 Reasons To Use Chat Support Software

Posted on 02 Apr 2018 in chat support | 0 comments

People love shopping from the comfort of their own home.  Rather than hunting for a parking space, fighting crowds at local malls, or going in and out of multiple stores, they can enjoy the comfort of shopping right from the sofa.  Similarly, live chat is another channel through which prospective shoppers can achieve their goals with less stress.  Yet live chat is not just beneficial for your customers. This real-time software provides businesses with ample engagement opportunities, from marketing to support, that improves the overall customer experience and captures more sales.

Below, you’ll discover why chat software is a great tool for your business.

  1. Live Chat Is Convenient

When a customer is browsing your online website, they do not have to make a phone call, wait on the phone, or send an email and wait hours or days for a response.  They can either initiate the chat session on their own or your agents can initiate it.  They are already on their computers or cell phones, and already on your website.  Not only are waiting times in queue reduced by a lot, but the resolution speed is increased.  Live chat is the easiest and fastest way to make a connection with your visitors.

  1. The Engagement Is Personal

Another great reason to start using live chat on your website is because it facilitates more personalized engagements with your visitors.  Live chat is like texting a good friend.  The customer has chosen to engage in this more casual form of dialogue and is thus more inclined to share exactly what they want and need.

This form of communication feels less scripted than having to dial a call center or automated support channel.  With more transparent communication, your agents can better assist your customers.

  1. You Can Seize The Moment

Strike while you can! If a user is browsing your website, they are most likely interested in what you have to offer.  Live chat allows you to take advantage of that exact moment of interest and turn them into paying customers.

  1. Live Chat Cuts Down Costs

Efficiency is another great reason to start using live chat, as it can greatly reduce customer support expenses and lower the average interaction cost.  Agents in a call center can only be on the phone with one person at a time, but live chat agents can handle many chats at the same time.

Keep in mind that live chat allows the customer to multitask as they are chatting.  This way, taking a phone call or tending to something happening in their house does not end the engagement with your agents.

  1. You Will Gain Insights

Engaging in live chat with your website visitors and soon to be customers will help you identify and understand pain points.  This can allow your business to continually make improvements on your products and services to more specifically address the needs of your target audience.  You can also view the scripts from prior conversations, which make great training material.

If you are interested in live chat software, please contact us today!