Chat support is arguably the best channel of customer support for both businesses and customers. Customers get more personalized responses to their queries, display empathy, and offer overall higher satisfaction. Therefore, you can notice many websites with the option of initiating a live chat.
From a customer’s perspective, connecting with a business is fast and convenient via chat support. Also, live chat works fine on fast internet as you get with the likes of Spectrum Internet and Tv Packages, and even on a slow connection. Let’s dig into the reasons why live chat is one of the favorite channels for offering customer support in the following:
Improved Support Experience
A lot of times a customer needs detailed customer support with back-and-forth communication. Writing a detailed email to customer support is no match for communicating the issue via email. First, customers are generally unsure about the time it would take a company to contact them back. Also, it is easy to miss out on all the details of the issue for a customer. Such instances are more likely to happen when a customer needs technical support. It often results in long threads of emails from both sides in completely answering a customer query.
This whole process can take days. Answering customer queries via live chat can help a business save valuable time for a customer. A good experience would mean little to no frustration for a customer, which is one of the universal goals of any customer support.
Higher Customer Acquisition
Usually, when customers are looking for a product or service, they Google it and click on one of the search results. They skim through the page to go through the description of a product/service, prices, and other things. And if they don’t find what they are searching for, they will simply close the tab or check out another result. In all this, if an agent initiates the communication, you have a higher chance of engaging them and converting them.
An agent can answer the customer’s questions and suggest the best product. Your team can persuade people and help you get a higher conversion rate in most cases. Not to mention, you can also upsell and cross-sell products this way.
Build a Rapport with Customers
Chat support also provides the opportunity of building a rapport with the customers. Your agents can listen to customers, de-escalate dissatisfied ones, and build and strengthen their relationships with customers. Since a business’s support is a customer-facing front, offering quality service can help build rapport. You may have noticed how many customers often ask for a particular agent when they need help.
Building such relations with more customers means better retention and higher lifetime value of customers. Also, such customers promote your business as your advocates in their circle.
Maintained Customer Chat History
It often happens that customers connect to a department that cannot answer their queries. A common example is when people who need customer support connect with sales. But once the agents redirect the chat to the support staff, customers do not have to repeat themselves. The information they provide and the questions they ask are saved and accessible from the chat. It also helps an agent get back from where they left off.
It adds to the convenience of both customers and agents. Your support team can answer customer queries more quickly and effectively from a maintained history for future queries as well.
Boost in Support Operations Productivity
Email is not the best medium for customer support because it is a relatively slow process on both sides. Support via calls on the other hand requires complete attention from an agent. A high influx of calls is usually hard to manage. Long waiting queues and extended holds can put off many customers and negatively affect the experience.
Chat support on the other hand can help businesses manage queues more effectively. Agents can manage multiple queries simultaneously on chat support. Also, referring helpful links to customers that answer their queries can buy agents time to juggle through different open live chats. Therefore, creating a knowledge base and offering live chat is advisable for businesses.
Lower Operation Costs
With your agents effectively handling more customer queries via live chat, you can enhance customer experience without a massive budget. It may even help you to go beyond limited hours of service and offer 24/7 support if required. Round-the-clock availability can give your business an edge over the competition.
So, these are the reasons why more businesses should offer chat support. Live chat can enhance your customer experience without exhausting your budget.