Simpler, Faster, and Better Chat Experience

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:

---

Sponsor message - content continues below this message

2020 '15th annual' Global Contact Center World Awards NOW OPEN!

Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE

---

Content continues ….

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.

Source: https://teleperformanceblog.com/customer-experience/simpler-faster-and-better-chat-chatbots-experience/

2020 Buyers Guide

Get Listed

Recruitment Products/Services

 

1.)

MainTrax HireTrax HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay. PH: 612-817-4090 https://maintrax.com/

2.)	TactiCall Recruitment Services TactiCall Recruitment Services Permanent Placement Temporary / Labour Hire / Contingent and Contract Hire Recruitment Consulting Services Assessment Centre Design and Facilitation PH: 07 3831 6333 https://www.tacticall.com.au/

 

View more from Teleperformance

Recent Blog Posts:

Cruise Control: Latest Dispatch from the CX Lab	January 9, 2020 5:00 AM
Delivering Exceptional Service through Emotional Intelligence	December 17, 2019 5:00 AM
Simpler, Faster, and Better Chat Experience	December 12, 2019 5:00 AM
Customer Experience in the Time of Feedback	October 31, 2019 5:00 AM
Welcome Innovation with TIEC!	October 17, 2019 5:00 AM
The Human Experience is Essential	July 4, 2019 5:00 AM
Empowering Your Customers	July 2, 2019 5:00 AM
The Friction Hunters: Inspiring a Positive Impact on Customers	June 27, 2019 5:00 AM
Gaining Competitive Advantage Through Human Interaction	June 3, 2019 5:00 AM
A Primer on Customer Centricity	May 23, 2019 5:00 AM