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Live Chat: Respond Your Customer during COVID-19 Pandemic - Cheena Shekhawat - ContactCenterWorld.com Blog

Live Chat: Respond Your Customer during COVID-19 Pandemic

During COVID-19 (Coronavirus) Pandemic,  people are being forced to change their lifestyle, adjust to working from home and reevaluate their needs, With all these uncertainty, it's important to communicate with your customer and your team  with empathy and compassion.

Isolation, whether mandatory or elective, will increase online interactions at the same time that customer service and sales agents will be in quarantine situations and forced to remain in their homes. Amid this situation, good news is possible. Customer service, which takes place more and more remotely via the internet, can be maintained with a high level of quality and even improved through the use of correct tool, solution or software for managing online communication, such as Live Chat. It is also known as Web Chat. 
 
Remote office and home office policies are measures that many companies are being forced to take to keep their operations going. Meetings are held by video or audio conferencing, and most of the communication will be in text, either by email or chat.
 
Live chat is a medium that allows your business to engage with your website visitors. You can use a live chat software to initiate conversations with website visitors, interact with customers, and support your existing users in real-time. It is a modern way to drive more sales, close more deals, and retain customers for the long haul.
 
 
Live chat software offers personalized customer experience, better brand interaction, a competitive edge, and a way to feel your customers’ pulse. Implementing live chat solution for your business is beneficial for all customer journeys and across your marketing, sales, and customer support teams.
 
A positive live chat experience can effectively help customers make the buying decision.
 
Adding live chat support can definitely reduce cart abandonment, increase sales, and boost conversions. But a lot of it depends on the live chat software that you use. 
In traditional call centers, a customer service agent will handle both phone and email requests. But, only one at a time. Being able to handle several customer chats at once means you’ll need a substantially smaller team to handle customer service requests – cutting your support costs as a result.
 
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Publish Date: April 6, 2020 11:04 AM

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