Live chat packages are now a necessity for every business-oriented website. In addition to improving the quality of customer support, these applications also have convenient and uncomplicated features that aid online businesses in serving their clientele more efficiently. Below are some benefits of using chat support in comparison with other communication tools like phone or email messaging.
Improved Customer Satisfaction
Customers expect their concerns to be handled promptly. Think about what is going to happen if a customer wishes to reach you and he/she has to wait because there are only a few representatives to take calls. Or, a customer sends you an e-mail and it takes a while for you to reply. It’s safe to assume that the customer becomes impatient and switches loyalties with a competitor who can take care of their needs immediately. If you would to build strong relationship with your customers, live chat can help you tremendously.
Once you have a live chat system installed in your website, your customers can easily contact you even if it’s beyond shopping or office hours. It is possible to accommodate customer issues and concerns 24/7.
More Sales and Superior Corporate Branding
All these depend on the immediacy and convenience of your live chat service. The faster you address your customers’ inquiries, the more favorable the outcome. In addition to increase in profits, you can also earn the customer’s confidence and loyalty.
Lesser Operational Costs
Majority of chat applications offer multi-tasking functionality. Chat agents can deal with two or more chat sessions simultaneously. This can reduce your business’s operational costs by as much as 50%.
Optimize Your Website
Some online chat applications let you keep track of your website’s performance and its effectiveness in helping your current and prospective customers. In addition, you can figure out which web pages are performing and which do not.
How to Make the Most of Live Chat
Certainly, live chat can boost your business’s possibility of success – if it’s done effectively. Here are some tips on how to use it to your advantage:
For online chat to be more effective, hire agents with experience in sales instead of just customer service representatives. People with sales experience are more adept in recognizing sales opportunities and increase the prospects of upselling.
Don’t sounds like a machine? The whole purpose of installing chat service is to offer friendly and personal assistance to customers. Robotic responses and comments can reduce the effectiveness of online chat.
Above all else, train your staff. Live chat agents need to be knowledgeable about what you offer. Give your agents materials that can develop their customer service skills to make it easier for them to resolve your customers’ concerns.
ApexChat will develop a custom script (set of canned responses) that will be used by our live chat agents to conduct chats on your behalf. We have processed hundreds of thousands of chats on behalf of thousands of businesses of different types. We have deep insights into what works and what doesn’t.