Is Live chat- the most effective channel?
Live chat is a relatively new channel growing in popularity as a medium of choice when contacting your clients and supporting their queries especially online.
Live chat allows your customers interact with your company in a non intrusive manner, while they are on your website. A visitor can click on the chat button, ask questions, and the agent can respond quickly with a solution. With the massive increase in internet usage there is now a higher demand for live chat as visitors want instant answers.
Benefits of live chat
Live Chat = No Delays
All chat messages arrive in real time, which means the agent can respond straight away. This in turn will increase customer satisfaction as the customer will get a solution to their query almost instantly.
Live Chat = Prompt Customer Service
We all know that if we run into difficulty on a website and a customer service agent gets back to you straight away then we are all more likely to purchase from the company. Customers will also be more than happy to return to your site time and time again if they have a good customer service experience.
Live Chat = Generates Sales
Live chat is an effective way to generate sales. Sometimes customers want re-assurance and will just want to speak to someone before they make a payment. By having a live chat option the agent can close the sale by confirming everything with the customer.
Live Chat = Reduces Costs
Live chat is ideal for small businesses. It can be accessed anywhere at any time and this interaction with customers reduces operational customer service costs. With traditional telephone answering, only one call can be answered at a time, however will live chat you could have three chats going at once.
This entry was posted on Wednesday, July 10th, 2013 at 1:42 pm and is filed under News. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.