Hey guys, in this article we will discuss the importance of having live chat tools for 2021. So keep reading.
Live chat support is known to be efficient, fast, and convenient. No wonder, when it comes to preferences for support channels, many people prefer live chat compared to other channels like phone support, email, and social media.
The live chat tools offer many benefits that go beyond simply providing you with a fast and convenient way to interact with your customers, making it a must-have tool for any business.
So, without wasting time let’s start our article on the importance of having live chat tools.
They Can Improve The Support Experience For Your Customers
One of the key reasons many customers like live chat is that they can get their questions and concerns handled immediately.
Remember that with live chat, you can offer your customers the best way to contact you. In this way, you can solve their problems at the exact moment. This can feel much better than customers sending emails to support teams.
With an email, it can be challenging to figure out when you may receive a response. Therefore, the immediacy that is there in providing help is one of the reasons why customer satisfaction ratings are usually high for live chat tools compared to other types of support systems.
It’s also worth noting that having live chat tools as a support option helps to build trust. People usually prefer different communication channels, so by providing a variety of options, many customers can feel that you care for them, are more available, more responsive, and even more interested in what they desire.
Live chat can help you earn the customers’ trust, but you should always be careful when it comes to choosing your agents. You should utilize experienced customer service staff.
Remember that live chat needs slightly different skills to call centre work. These skills include accurate keyboard skills as well as clear and concise writing styles.
They Help With Customer Acquisition And Onboarding
Live chat is also an excellent way you can interact with prospective and new customers. You can convince your customers why they must spend their hard-earned cash or use your products through live chat tools.
Evidence suggests that there are good chances of converting customers who use live chat rather than those who use other types of channels.
Even better, live chat can help your customer service staff to build rapport with customers. When there is an ongoing chat, the staff can observe the tone and sentiment of a customer and choose to adjust their communication style to fit the situation.
By adjusting or mirroring style to fit a customer’s, the customer support staff can build rapport and even create a helpful and friendly relationship. Messaging platforms also provide authentic ways to show the personalities of your customer support staff.
Live Chat Can Reduce Repetition For Your Customers
It can be overwhelming to explain the same problem you are experiencing over and over again. Most customers expect the customer support staff to know their details, such as product information and support history without asking for them.
When you have a good live chat customer service software, it means the customer service staff can decide to read what the customer supplies while also checking the other details they can access.
This can include things, such as an indication of the screen that the customer is presently viewing as well as text from a previous interaction with customer support.
In a chat session, a customer support staff can also use some tools that allow you to share a screen with the customers or even easily send some links and screenshots to assist them to understand some directions to make everything pretty clear.
Live Chat Can Improve The Productivity Of Your Customer Service Team
Live chat can also be helpful when it comes to improving the customer service team’s productivity. While a customer may just be a phone call away or respond to an email at a time, with a live chat, they can do a few at once.
For trickier problems that need research and reporting, it can be a good idea to handle one or two issues. However, if a customer support staff is dealing with a chat queue that is full of simple and quick questions, then dealing with five issues at once can be manageable with some practice.
Because chat handling and features tend to vary for each live chat tool, make sure that you select the software that performs well for your team and workflows.
Even better, you should always look for a customer service tool that can handle your emails, chats, and other support channels. All these should be in a single tool so that the customer service staff may focus on one place to do the work.
It Allows You To Offer 24/7 Support
With careful scheduling, you can make live chat support available 24/7. This can benefit your business, but you can also opt for any other range of hours.
You can decide to expand the instant availability that covers an entire day so that your customers should not have any reasons to complain about their concerns or questions that go unheard.
If you don’t want to keep customer support staff around the clock, you can put self-service support options, such as a knowledge base full of content about your services or products, and should be readily available.
But if chat is not available, then make sure that it’s easy and quick for your customers to find their way to the support documentation.
Quite often, customers are usually pleased to help themselves, though they may not be sure where to access the information they want.
With this chat and knowledge base working together, people can feel like you are taking care of them regardless of the time of the day they can decide to get your support.
As you see, live chat can improve customer engagement. Once you ensure that live chat is readily available, you can increase interactions.
When there is an increased customer engagement, there are good chances that you may leave a good impression and even convince the customers to stick around.
I hope you liked this article on the importance of having live chat tools for 2021. Thank you for reading.