Customer service is the backbone of any business, playing a crucial role in building a sustainable customer base and allowing companies to flourish.
Live chat is an application or software which allows any member of staff within an organization to directly chat with visitors on their company website.
Many businesses still rely on phone calls to solve the queries of their customer, but in this age where food gets ordered just with one swipe; individuals might not be ready to put in that much effort to call on your company helpline for a simple query. They might instead prefer to shoot their questions via text messaging because it saves them from making awkward phone calls and waiting for a long time giving up their work.
Some customers prefer instant messaging - There are many people out there who don’t want to talk to strangers over the phone.
Effective for your business - If you decide to add live chat, your agent can converse with many customers on the go, depending on the complexity of the problems. If you consider operating a call center for your business, the expenses will be on the higher side. The cost and maintenance of the phones and the bills coming from the telephone company will force you to spend high.
All chats are recorded - Earlier when individuals used to call the customer care numbers the call as recorded by the company only for their sake and the individuals didn’t have any recordings of the call with them. But now the customer can wish to transcript the calls for their purpose. This would be extremely helpful for not only you but also your customers.
Very quick - Usually, live chats connect customers to customer service agents much quickly than calls. A Customer hates when they hear a busy tone and have to wait for a few long minutes to finally talk to the representative to share their problems. The faster the customer can connect to the agent the happier and more satisfied he will be.
Economical for the customer - Everyone, these days have an internet plan on their phone and thus texting would not be a problem. When a customer can solve their query without having to spend a single penny, they will always recommend your customer service to everyone they know.
Get Competitive Advantage - It’s never been more important to stand out among your competitors as nowadays. The amount of business rivals is tremendous and is increasing every day.
In some cases, live chat might also be bad for a website when:
Your website SEO might get hurt when your page will load slower or will not load at all during downtime of the chat provider.
When chat script is not implemented properly your website might also not load.
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