Today’s customers have many options. An unfortunate experience in a company and the switch to a competitor did not take long.
It doesn’t matter what sector your company is in or how fast it is growing. If you don’t focus on customer service from the start, you will lose revenue.
Let’s take a look at how providing chat support to customers makes a difference.
- High comfort factor
Customers with complaints or problems are generally not in a good mood. They are not big fans of long waiting times on the phone, nor do they have the patience to sit back and wait for their complaint to be noticed on social media.
So if you don’t offer immediate help, they’ll be irritated and you can swear they’ll never buy from you again. Live chat is a direct link between you and your customers. It provides the right platform to discuss the problem and solution in detail, without distraction.
At the end of the day…
- Requires immediate assistance with minimal waiting times
- I don’t like automatic or written responses
You want to be recognized as a human – not just a helpdesk number
The purpose of customer service is not to bother them further. The trend of the times.
- Convenient and easy to set up
Live chat support costs 17-30% less than a phone call. This is because a support representative can research more customer questions and resolve them more quickly.
Setting up chat tools on websites is also relatively quick and easy. And all your customer service team needs is a training session to teach you the basics of the tool.
- Start sales
Any situation in which customers are not convinced to make a purchase or have a general question about the product or are unable to find anything on the site offers live chat representatives a golden opportunity to convert these customers.
Live chat representatives don’t just have a chat tool today; they act as salespeople responsible for increasing sales.
- Visualization of the client’s problem points
While marketing teams search social media and online forums to learn about customer weaknesses, they cannot provide immediate and immediate support. Live chat is a platform that can – immediately – solve a problem that has not been addressed in any other channel.
The dissemination of guides and training documents on social networks is always a good idea, but it does not offer direct service to customers.
During a call, representatives can quickly send instruction manuals and training documents, remain “hidden” on your website, and wait to be found by customers. Advanced live chat tools also have screen sharing features that make explanations visual and therefore more influential.
- Reporting and analysis
Customer inquiries in e-mails must be recorded for future reference and the e-mails disappear. Assessing the performance of the representatives who manage the phones is a nuisance, although a record of all calls is kept; examining call logs is a tedious process.
Live chat analytics, on the other hand, provides valuable insights into representative performance, common questions, and the needs of potential customers.
Customers want to speak to the right person and nothing beats the value of a human commitment. Despite the growing popularity of chatbots, most companies agree that live chat is a support channel that is not only a cost but also a powerful tool to boost sales, loyalty, and brand recall.