Every once in a while, your brand’s customer service would be in need of a boost to provide a better and more satisfying customer experience. It’s more likely that your brand is already using various social media platforms as a way for your customers to reach you faster. It’s accessible, relevant, and convenient. However, the live chat experience and chatbots aren’t offered by many companies (including renowned brands such as Paypal)—Kayako, a customer service software builder, reported that only 35% of businesses think consumers prefer live chat, a stark contrast to the 79% of consumers who actually prefer it because of its ability to offer instant responses as reported by Bold360’s Boldchat survey.
If you are one of the companies who remain on the fence when it comes to adding a live chat experience in your social media platforms, here are a few thoughts to consider:
Live chat enhances the customer experience
Customers live for convenience. Bold360’s Boldchat survey showed that 79% of consumers prefer live chats because of the instant response they get, further explaining the many benefits of offering a live chat in your social media platforms. In addition, live chat with customer service eliminates customers being put on hold, therefore reducing a customer’s frustration. The same Bold360 survey also reported that live chat has the highest consumer satisfaction rate at an exceptional 92%.
Live chat is a great tool for converting the mere browser into a customer
An eMarketer survey published in 2016 reported that 38% of the survey’s respondents havemade a purchase after a live chat session. A well-utilized chat session that provides information about a product and answers a potential customer’s questions can result into a sale. By providing exceptional customer service through a live chat experience, your brand or business is choosing to be visible at the right place at the right time.
Chatbots in live chats inspire efficiency and productivity
Including a live chat experience that integrates chatbots in your social media strategy can inspire efficiency and productivity, as well as reduce costs. Using chatbots to handle simple queries creates more time for agents or representatives to handle matters that require skill and empathy, or inspire a sale. Chatbots that have the capability to handle multiple queries can positively impact productivity in an organization’s customer service.
Interested in Teleperformance’s outsourced chat solutions to help your brand deliver simpler, faster, and better interactions? Contact us today to learn more.
Publish Date: December 12, 2019 5:00 AM
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900
|3.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
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