In today’s customer-focused world, it is extremely important for business owners to provide prodigious solutions on all support channels such as telephone, email, live chat, etc. However, doing this is nothing less than an arduous task, and that’s the main reason why most of the companies avail inbound call center services from reputed BPO firms.
But organisations that run an in-house call centre generally hire agents to only answer support service calls. Because of this, the problem of customer turnover arises and affects the business’s productivity. The primary reason behind that is customers of different ages choose support channels according to their preference.
For instance, ‘Generation X’ usually place a call to get desired solutions while millennial customers often prefer to do a live chat for the same. Thus, both traditional and digital support channels are significant for the business’s overall health.
With time, the prominence of live chat support service has increased because it not only helps to enhance customer experience but also increases the sales of products. If industry reports are anything to go by, 62% of customers continue to purchase products from that company which offers remarkable live chat support service in an hour of need.
Are you confused whether live chat is better than traditional support channels or not? Go through the following pointers to clear all your doubts.
Concurrency is the major reason why most of the e-commerce business owner’s rate live chat support service so high. According to recent surveys, one diligent support agent can handle 3 chat sessions simultaneously without making any blunder. This not only helps to reduce the average volume of chat support requests but also ensures the deliverance of stupendous customer service experience.
On the contrary, it is next to an impossible task to manage 3 support service interactions simultaneously on the voice channel. That’s the main reason why telephone medium has a higher wait time.
However, providing unmatched live chat support service isn’t easy as it is prominent to have dextrous agents, state-of-the-art technology, etc. Such resources come with a high price tag, which can affect the business’s bottom line. Here, availing unparalleled BPO services would be the wise decision for business owners.
- First contact resolution
After voice dais, the other most popular traditional support channel is ‘Email’ as it helps customers to get the desired information in an elaborated manner. But this customer service medium doesn’t even have a stand a chance against the live chat support channel. Why? Well, email support channel has poor FCR (first contact resolution) rate.
Whenever customers make a contact with the company, they expect that support agents would solve product-related issues in the first attempt. But when customers choose email dais to communicate, they have to wait for the answer after asking a question. As a negative consequence, this makes a bad impact on customer experience.
Here, the significance of live chat support channel gets amplified because it offers satisfactory resolutions promptly to customers. In addition, live chat ensures the highest FCR rate as compared to both voice and email support channel.
“Why does voice channel have lower FCR rate than live chat support medium?”
While communicating on telephone medium, customers sometimes fail to explain their issues, because of this, they don’t get the desired resolutions during their first contact. Hence, customers have to place a call over and over.
But live chat customer service channel prevents the hassle of repetitive support requests to a great extent. It is so because this digital channel offers customers a luxury to share images, screenshots, etc.
Needless to say, chat support agents are more likely to provide better resolutions after checking the received images or screenshots (related to issues). Hence, live chat support channel ensures higher FCR rate than telephone medium.
- Higher customer satisfaction
In the business world, the factor that helps to judge success is how many customers are happy with products and services. It is so because happy customers keep business stable for a long period of time. Therefore, it is vital to keep customers satisfied with products and services.
The support channel that ensures higher customer satisfaction is ‘Live chat.’ As revealed by latest industry reports, live chat customer service channel secures CSAT score up to 73% whereas voice and email support medium ensure customer satisfaction score around 61% and 48% respectively. After knowing this fact, it is crystal clear that live chat dais can really help in customer base expansion.
So, if you are willing to amplify the growth of your business, always provide unmatched live chat support service. Sounds difficult? You should go for BPO services.