When we hear “customer service” our minds immediately think of a call center. We tap our fingers impatiently while the machine gives us option after option but our problem isn’t listed on those options.
The truth is, customers have a lot of questions and they want them answered before they make a purchase. Now, between crazy work hours and everyday life, customers are spending a lot more time doing online shopping than they are in real stores. This is great for you. But if you don’t answer their questions, they are going to ditch your site and head to a website that will.
The following are the top reasons why you need to incorporate live chat into your business to improve customer service and make more money.
You may already be interacting with your customers via Facebook chat or Twitter and may think, why use live chat instead?
Although social media is a very effective way of communicating with your customers, it can become frustrating and unorganized when dealing with lot of back and forth chatting. Live chat software allows you to not only to document all customer chat sessions for future reference, but it also provides reports that can help you make business decisions fast and profitably. With Google Analytics integration, you can track your customers’ activities and learn purchase trends.
If you have an online store on Facebook, you can also integrate live chat directly on your fan page and don’t even need to have a website to offer live chat support to your customers.
One of the worst parts of having to make a phone call to a customer service agent is that it consumes all your time and attention. You have to wait and hold for a very long time or listen to old music, with nothing else to do while waiting. It’s pretty difficult to do another activity while waiting on hold. The last thing you want is to miss the agent after waiting so long.
A live chat function allows customers to continue working on their computers while they wait for the next available agent. They can read emails, check their social media pages, work on a project or a dozen other things, assured that they’ll hear an alert when the agent starts chatting with them.
There are many people who simply don’t like to talk on the phone. In many ways, talking on the phone has become somewhat outdated, thanks to the surge of text messaging applications such as Facebook Messenger and WhatsApp. Younger people rarely use the phone anymore, preferring texting and social media as a form of communication.
Live chat gives customers the option of avoiding the phone. It lets them communicate with you in a way they feel comfortable. For many, live chat is more convenient and less stressful than having to speak to an agent over the phone.
If you are interested in live chat, please contact us today!