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4 Benefits of Using Live Chat in Customer Support - SelectVoiceCom - ContactCenterWorld.com Blog

4 Benefits of Using Live Chat in Customer Support

Live chat has been around for quite some time, first as a means for personal correspondence and lately as a way for businesses to assist and engage their customers.

As customer expectations continue to change and become more omnichannel friendly, it comes as no surprise that more and more businesses are benefiting from using live chat in customer support.

In fact, a Forrester study called “Making Proactive Chat Work” reports that 44% of online consumers say that “having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.”

That’s not to say that voice support is going anywhere soon, but as a customer service channel, live chat is killing the competition.

How so? Let us count the ways.

1. Live chat saves you money

As a customer service solution, live chat is very cost-effective. For one, a single chat agent can handle multiple chat sessions simultaneously. Unlike voice support, live chat in customer support allows agents to multi-task, thus reducing the need to hire more agents.

What’s more, costs involved in implementing live chat are far cheaper than the rates involved in fielding toll-free calls, so you’re getting a big bang for your buck.

2. Higher customer engagement

While there are customers who would rather speak to an agent over the phone, more people — particularly those who are technically-savvy — prefer talking to service providers using live chat software.

The proof is in the pudding. In a survey conducted by emarketer.com, it was found that 63% of customers are more likely to return to a website using live chat in customer support.

It’s not difficult to guess the reason why. For one, live chat doesn’t require customers to dial long phone numbers and go through voice prompts.

3. Boosts sales

According to a Forrester research, 44% of online customers say that being guided by a live chat support person in the middle of an online purchase is one of the most important features an e-commerce website can provide.

It’s not hard to see why this is the case. More often than not, a potential customer will have a few questions about a certain product that interests him or her. The fact that even a little uncertainty can cause a site visitor to change his mind at the point of sale makes live chat an invaluable asset in customer support.

4. Live chat builds your reputation as a customer service-driven business

If you want to instill trust and loyalty in your customers, you need to establish your business as a customer service powerhouse. And one of the best ways to pull this off is to offer them a wide range of communication channels.

By adding live chat in your customer service channels, you are going a long way into leveraging your brand’s presence online. What’s more, it directly addresses a common issue that customers often encounter when shopping online. A live chat agent instantly does away with that issue, speaking volumes about your business’s pedigree as a customer-centric organization.

Final Word

The role of live chat in customer support is only going to grow in the years ahead. There’s no question that investing in one is one of the best decisions you can make as a business owner.

Of course, that decision can only pay dividends if you execute it correctly. You can get a good head start by choosing among the best live chat solutions available in the market.

Source: https://selectvoicecom.com.au/4-benefits-of-using-live-chat-in-customer-support/

Publish Date: April 16, 2018


2024 Buyers Guide Help Desk Software

 
1.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

3.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

5.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



View more from SelectVoiceCom

Recent Blog Posts:
Why Customer Retention is Still The Most Important Metric in Customer ServiceApril 23, 2018
4 Benefits of Using Live Chat in Customer SupportApril 16, 2018
How Cloud-Based Call Center Solutions Guarantee Uninterrupted After-Hours SupportApril 10, 2018
Why Voice Support Is Still Important in Customer ServiceApril 3, 2018

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