The chat services feature a new addition to the websites, have opened up a new sphere in customer service. Today, customers are inclined to choose live chat feature over the conventional telephone or email correspondence. So what is the reason behind this shift? To know why customers preferences have changed,
we’ll have to uncover the top advantages of managed live chat services:
1. Easier Interaction
At times, you don’t want to waste your time searching for something on a website — so you simply activate the live chat and interact with a person on the other side, to help with your search query or address the problem at hand. A live chat agent can make your dealings easier, as they can spot a customer on their website and guide them to a product or answer they want.
2. Live Chat Is Free
When you want an immediate response, often you have to dial a number that’s provided by the company and many a time, these phone numbers charge. However, with live chat, customers can avoid needless call charges, and on the other end, the business averts losing you.
3. Speedier Response
Unlike phone or emails, there is no waiting period or delays with live chat, as you get an almost immediate response. As there are no delays, it removes a great deal of frustration from the customers. Secondly, once you have initiated a live chat conversation, you’re not going to leave the site until your queries have been answered. In this way, you get instant responses and your problem is solved with just one conversation. This is an essential feature of live chat services for customers, as around 89% of them get frustrated by being put on hold for a considerably longer time.
4. No Unpleasant Phone Calls
It is much easier to sit comfortably in your home or office, think about something, type it in your own words and send it to the concerned instead of, conveying it to someone over the phone. Besides, many people don’t like to talk over the phone, so live chat makes their lives easy. No unpleasant phone interactions rather, just enjoy the benefits of live instant responses.
5. You Engage With A Real Person
With live chat, you get the opportunity to interact with a real person — who will discuss concerning a product, give an alternative opinion, and provide alternatives if the item you’re looking for is unavailable or out of stock etc. It’s very beneficial to be walked through the sale process when customers are going through a buying journey particularly, when the goods customers are selecting, have great worth.
6. Issues are Solved Swiftly
Suppose, you experience any issues while doing checkout or payment on a particular website, then with the assistance of live chat support, you can swiftly get a solution for your immediate problems at hand. That’s possible because, with the live chat tool services, you’re able to communicate with someone on the other end, who can instantly check what’s going on and update you about your actual order status. This is far better than a computer-generated order system that hasn’t yet been updated. This substantially lowers the waiting time, thus, it eliminates any resultant outlay of emotions, energy, time, and costs.
7. Enhance the Customer’s Experience
With live chat, the conversation revolves around the customer’s needs; however, once you get your response, you aren’t obliged to continue the conversation and are free to leave. Chat agents are recruited to provide better assistance and enhance the customer’s experience and not to push sales.
8. Get More Information
Customers are free to ask questions that come to their mind about a particular product offering or query they might have. Live chat facilitates you, to get clear and concise answers. Besides, you can always scroll back through the information provided without needing to repeat yourself. And once you have closed the chat window, you can even have the entire chat transcript emailed to you.
9. Facilitates Multitasking
When using live chat, you can also perform other tasks side by side, thus, facilitating multi-tasking. For instance, you can use live chat when you’re at work or browsing other sites, etc. That means you can continue with what you are doing while someone is answering all your questions. Isn’t that great, as it saves so much of your time and effort!
The Bottom Line
Indeed, managed live chat services have evolved and are a powerful tool for companies to interact with customers, and to offer quick service to customers, solving their issues at hand, clearing any query they may have about product offerings, etc. thereby, enhance the customer experience.