Did you know that great customer support is a vital part of any successful business?
Focusing on making a sale is no longer enough to maintain business growth. Yes, selling a product or service in a saturated market that is steadily becoming globalized poses a certain challenge, but making the customers come back and repeat their purchases in your establishment poses an even bigger one.
This is when delivering great customer support comes into play. Customer support departments and their methods have undergone many transformations since their starting days. Thanks to the rapid developments in the IT sector, we have new solutions that help businesses excel in customer relations.
Live chat software is the leading solution in this field. In the last couple of years, it has become widely used by both small businesses and large corporations. Let’s explore the features and the benefits live chat has to offer to companies that want to create great customer support.
Provide Instant Answers to your Customers
Can you remember the last time you had any question about a company’s product or service? Did you want to get the answer right at that moment? With live chat software on your website, support agents have the power to converse with prospects immediately after they visit the website.
This tool enables you to both start the conversation or immediately respond to any prospects question in real-time. Legacy customer support departments were used to operating through call centers, but this type of operation has many downsides, especially cases when there are multiple customer requests at the same time. Putting impatient customers on hold has a serious impact on their experience and satisfaction levels.
With live chat, agents will be able to handle multiple threads. This tool provides a unique way to increase the number of responses to each user’s need. Unlike slow and clunky phone conversations, live chat is efficient and it empowers the agents to have a more informative conversation with website visitors.
Capture More Leads and Increase Conversions
According to the British Independent, text messaging is now the most popular form of daily communication. Live chat software strictly relies on this form of communication. When the potential customer lands on the website, the implementation of this tool will render the entire experience different and more convenient for the customer. Users are already familiar with this texting style of communication, and with live chat, customers will be using something they already prefer and are used to. With all this, support agents can more efficiently lead them through their purchasing decision process.
In an era when no one has time to waste, a communication platform for a support team is the best way to make the customers feel their time is respected. Capitalizing on customers’ urgencies will send them a clear message that they matter and are important.
Instead of having to deal with template e-mails and automated messages, website visitors will have interactions with real people. Live chat software can be also used on-the-go, via mobile apps. Increasing availability by going mobile and making the agents available most hours during a day removes friction and maximizes the number of conversations.
All-in-one Tool for Customer Support Agents
New Voice Media research results reveal that an estimated $43 billion U.S. are lost by US companies every year due to bad customer experiences. Live chat software is a tool that provides numerous opportunities for agents to address any issues and offer a resolution in due time. And all of that is accomplished in real-time and right on the spot through a simple chat window.
When a support team has everything its members need to serve customers, support team executives can focus on their agents’ training. Having more time to improve communication skills and to keep support agents updated leads to better overall support. Support agents that have extended knowledge of the company’s products and services can take better care of prospects.
Provide Care and Attention your Customers Deserve
Customers deserve to be treated as human beings. Generic and templated responses will only further alienate the customers from the website, products and services. This is why companies are trying to build a more personalized approach to meeting the customer’s needs.
Live chat software provides each support agent with the opportunity to bring a less formal tone and their whole personality to every chat session. During chat sessions, it is not uncommon for agents to use exclamation marks and smiley emojis. This personalized approach achieves better results when it comes to customer retention and good ratings.
Use the Metrics to Improve Efficiency
Live chat software has some neat features that could be used to improve the customer support department overall. This tool provides information on how many visitors are currently browsing the website and what specific page they are on. This information can be used to optimize the number of agents available during specifics periods of the day. On top of that, your agents will know how to engage the prospect depending on what page he or she is currently on.
Transcripts of chats with prospects present valuable material that can be used for multiple purposes. These can serve as learning material for new agents, shortening the onboarding time and saving the costs of training new employee. Also, by discovering common problems that keep repeating themselves, certain adjustments can be made to prevent this occurrence.
Over time, this chat data can be used as a database for generating and publishing a solid FAQ page on the website or for writing step-by-step user guides.
Help Customers Navigate Through your Website
One of the key features of live chat software is co-browsing. With the help of this feature, agents can easily escort visitors and assist them in finding what they need. This is exactly when you go to a store and a sales person helps you in finding what you need. This virtual assistance is fast as agents can directly take the visitors to what they want.
In this way, support agents can save customer time, which is a boon for any customer. Co-browsing also helps in assisting customers with the billing of a product or service. Many a times, customers get frustrated with long billing forms and online procedures of payment. So, if a support agent assists them with the billing, the conversion increases and so does the delight of a customer.
Merging two or more popular customer service tools can give you an exceptional customer support arsenal. Live chat can easily be integrated with numerous other tools such as CRM, help desk tools and knowledge base.
Integrating your live chat with these tools can help you directly post tickets from live chat to your ticketing system. If you get common queries a lot then you can guide customers to your knowledge base directly from live chat.
Integrating live chat with a CRM is absolutely beneficial because you can directly create customer profiles from live chat, which reduces the time and eliminates discrepancies in managing bulk leads.
These are just some of the features of live chat software and their benefits. Having one implemented on your website empowers the support team with tools capable of providing a wonderful experience to customers.
Great customer support is very rare these days and this software tool is a great way to get an advantage and stand out from the crowd. In case this subject interests you, feel free to go online and read many articles that cover the various benefits and features of this software solution.
by Stephen Wilson
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