How can you implement customer service services via online chat?
Customers respond favorably to support channels when asked by customers about their preference for live chat, email, and phone support. Why? Why?
Live chat offers many benefits beyond just the convenience of being able to reach the customer service department faster and more efficiently. Live chat not only improves the customer service experience but also increases agent productivity and allows you to get to know customers better. It can also inform you about product decisions and help you to make informed decisions.
Let’s look at the top 9 benefits of live chat to customer service departments.
Chat with live chat is a great way to improve customer service
Customers prefer live chat because they can get answers to their questions right away.
Live chat allows customers to contact you directly at any time when they have questions, or problems they are unable to solve. This is a far better option than emailing support staff. With e-mail it is hard to predict when you will get an answer. Customers prefer live chat because they can get help immediately.
Customer loyalty can be increased by live chat
Chat is a great way for potential customers to get in touch with them and give them the confidence to buy your product. Forrester found that chatters are more likely than others to be customers.
Chat allows agents to establish rapport with customers via live chat
Agents can monitor the tone and mood of customers and adjust their style to suit the situation. Agents can quickly establish rapport with clients by mirroring their style or adapting formality for the occasion.
Also, messaging platforms are a better way to show your agents’ personalities that traditional channels.
Live chat helps reduce repetitions for customers
Nobody wants to repeat the same problem. 72% of customers expect their agent to know all details, including product information and service history, without them asking.
Agents can review other details and read text from customers using quality live chat software. This could include information such as the current screen and notes from previous customer service interactions.