Live chat support services involves interaction between an agent and a customer on the company’s website itself. This is often referred to as non voice services. Live chat support services can be implemented in many ways depending on the company’s primary business. Live chat for customer service, technical support, product inquiry, etc are all examples of live chat services.
How would all of this benefit your website?
Attracts more customers: The biggest advantage chat support has over voice helplines is the fact that, majority of people these days are frustrated calling up helplines and waiting for hours to get connected to an agent. Chat support allows a customer to view and browse the website while getting connected to a chat agent. Engaging the customer with the website for a good amount of time ensures a company to promote it website. The more a customer goes through a website the more he understands about the product or the company ,questions he has with regards what he’s gone through in the website can always be clarified with the agent online.
Worldwide Support: The biggest advantage of chat support is that it avoids accent issues. Every conversation is crisp and clear, it can be saved and used for future references as well. Voice support has always been criticized for agents being located in different countries and not being able to talk in the customer’s preferred accent. This has often frustrated a lot customers and it has even led to disconnection. Chat is used by people who can understand the language of the website and thus results in a much more informative and safe mode of support.
Future reference: Every chat support can be saved by a user if he feels that it may come in handy some other time. These scripts can be used as evidence as well for future interactions in case arguments arise. A chat support agent has to be very careful with the way he interacts, though this sounds risky it gives a guarantee of authenticity to any customer which results is leaving a customer satisfied by the end of the day.
Overall the amount of time and patience required for a customer with a well maintained chat queue is far less that any other mode. If live chat customer service is implemented with a proper watch on it. It would help take any company a step ahead.