The benefits of using live chat to enhance customer experience
Online chat technology is nothing new, having been around since the early 2000s. Now utilized by numerous businesses — with much success — it is nonetheless overlooked by a surprising number of companies.
Given its power as a customer-service tool, this is a big mistake to make. Helping enterprises to appear not only more accessible, but friendlier and more engaging too, it can be used to both draw customers in, by handling their initial queries in a smooth and streamlined manner, and to retain them, especially in instances where potentially damaging mistakes are made.
If you’re wondering whether it’s worth incorporating live chat into your online offerings, here are just a few of the benefits it can offer.
It creates a written log of queries and/or issues
When it comes to contacting your company, lots of customers will opt to pose their queries or air their grievances over the phone, which can make it very hard to capture the details of what is said. Emails are a little easier to refer back to, yet managing and referencing them still poses some difficulties. Webchat conversations make this process much easier. Containing the complete conversational history between client and company, they offer a huge advantage in terms of keeping track of what action has been offered and/or completed in response to any issues or questions the individual might have had, contributing to a more streamlined and efficient customer experience.
It’s convenient for customers
More and more businesses are coming to realize the importance of live chat as a medium for customer communication. From Facebook business pages, which have this feature inbuilt into them, through to online casinos such as Manekichi, which prides itself on offering a tailored and professional service, it’s increasingly being used to offer additional channels of support to consumers — something that is much appreciated. Thanks to our instant gratification culture, those who opt to use your service or purchase your products expect to be able to contact you when and how it’s convenient for them, which means both in – and outside of working hours — a desire that live chat is able to accommodate.
It removes conversational bulk
A big issue with using the telephone as your primary method of communication is that these interactions naturally include small talk. Faced with speaking to your representatives “in person,” most consumers feel the need to be polite and lay down conversational groundwork before getting to the point, wasting both their time and that of your call center agents or the individual who is manning the phone. With live chat, this need for “filler” information is removed. Most web chats begin with a question such as, “How may I help you?” Meaning those making an inquiry are prompted to jump right to the heart of the issue. The result is that their query can be dealt with in a quicker and more concise manner, benefiting both you and them.
When it comes to online chat technology, there is a reason so many businesses are adopting it, and that’s because it increases approachability, accessibility, and efficiency in one. Isn’t it time you considered whether it would make a good addition to your enterprise?