Chat apps are everywhere we look today. People love communicating via text message, WhatsApp, Facebook messenger and many other similar ways. Whereas everyone once communicated through phone calls, we are now communicating by typing into our cell phones and gadgets.
Yet surprisingly, many businesses still rely on phone calls to solve customer problems. If a customer has a problem, they have to call into a call center and speak to a customer service agent to help them. This process usually takes a lot of time and leaves a lot of customers angry and frustrated.
What many business owners are finding out today is that live chat is the way to go. Live chat offers a lot of great benefits over traditional customer service channels such as the phone call.
Should you start using live chat? Here are a few reasons you should.
Do you often get inquiries that are in languages other than English but still want to help those customers? With live chat, you don’t need to hire multilingual agents and have them use tools like Google Translate to effectively continue a conversation.
Some live chat software even have translators built in to help agents communicate with people from all over the world.
Driving traffic to your website takes a long hard work on the SEO part, which requires a lot of money and dedication. However, there is no use of these efforts if you don’t capture leads properly. Live chat software allows you to greet customers with custom messages and engage them right away.
For instance, if you’re running Ads using Google AdWords and offering a huge discount on a new pair of shoes you just launched, you can set your greeting message to be something like “Want us to help you get the new discount?” This won’t need to change greeting messages for your website in general and you can use different messages for different pages on your site.,
As live chat enables your customers to interact with real live agents easily, it increases customer satisfaction. And as a result, makes your website more trusted with them. Having live chat software on your website is a win-win situation for you and your customers.
Imagine being a phone call with a non-technical customer who forgets their account information or is having trouble installing new software, it could take a lot of time to assist them over the phone or via email. However, with live chat, you can share step by step information like informational articles or screenshots to help them with their problem.
One of the challenges small business have is providing effective customer support with incurring too much expenses. If you offer phone support in house and have a small office location with limited seating capacity, this can be a problem.
With live chat, your agents can not only handle more customers at the same time but also increase your support staff with minimum costs. Also, it’s easier to train a new agent to use live chat than to talk over the phone.
If you are interested in live chat, please contact us today!