Many people who shop online seek assistance from real people when they consult or make purchases. A study found that 44% of online shoppers believe that real-time question answering on a website is one of the most crucial elements for them when they are making an online purchase or seeking advice.
Chat Support Proves to Be an Economical Resolution
It has been demonstrated that round-the-clock chat assistance can save phone costs, save staff time, and make data collection easier. The most noteworthy savings are as follows:
When using chat support services, employees can work on several projects at once.
It is far less expensive than a phone system. Additionally, studies have shown that live chat customer support is 17–30% less expensive than phone support.
Contributes to the Company’s Database’s Strengthening
When a customer seeks information, the chat support team might shrewdly gather name and email information so that it can be utilized in future digital marketing campaigns to advertise goods and services. Naturally, a privacy notice that is shown on the company website must likewise safeguard and secure this information.
Helps Create Good Business Impression
You are fostering a relationship of trust with your customers by offering a chat support option on your website. Individuals select many means of communication. The chat feature on your website is one such communication channel. Customers will perceive your business as being more approachable, responsive, open, and interested in their concerns or those of future customers.
Reputable Chat Services Increase Revenue
The ability to precisely direct conversation for direct sales or assistance is its main benefit. The study that the chat system offers indicates that it can give you the crucial information you require. Chat logs, agent performance reports, waiting time data, and much more are available for inspection.
Studies have shown that exchanging greetings and generating automatic responses can increase your company’s efficacy. The employees who will be handling the chat service must have complete awareness of your firm as the owner. This is the ideal moment to add chat assistance to your website. To get a dependable customer assistance provider, get in touch with Vserve Solution. When you get in touch with Vserve, a representative will be pleased to assist you with services that are suitable for your company.
Five Ways to Use Live Chat Support to Enhance Customer Service
1. Make your Live Chat Support Service An Extension of Your Brand
You will provide a live chat support service to your customers on your website. When customers talk to a customer executive, they are not talking to an individual but a brand. With that in mind, use a chat support service as an extension of your brand.
To do this, provide brand-specific training to your chat support team. This will enable them to speak in your brand voice when they interface with your customers.
2. Reduce Response Wait Time
The average wait time to acknowledge a live chat message is 2 minutes and 40 seconds. However, customers do not like to be kept waiting. During a study, the fastest response time in a chat was 7 seconds. That’s what customers expect – real-time service.
Therefore, focus on reducing the response time for chat and customer requests. When your chat support service gets a buzz from a customer, do not let it linger for more than necessary.
Reducing response wait time for live chat support will leave a pleasant chat experience for your customers. On average, consumers look forward to a prompt live chat response.
3. Increase Availability of your Live Chat Support Service
To reduce the response time, you need to increase the availability of your live chat support service. If your chat support services are available for seven hours in a day or less, you have to increase the time. It is particularly essential when you extend your services in different time zones. Even if you serve nationally, you should increase it to 24 hours a day, 7 days a week.
Having a 24/7 chat support customer care support service boosts the customers’ confidence. They feel that no matter the challenge they face with your product or service, they can always reach out to you no matter the day and time.
4. Empower Your Customer Support Team
Providing professional chat support services is a human function. Your customers have a conversation by typing into a computer or mobile screen, but behind the computers are humans with emotions, abilities, and limitations. Therefore, to let those individuals deal with every customer response and emotion impressively, empower them by equipping them with the necessary skills and tools.
For people who join your team, organize training to equip them with the needed skills to perform as your customer support team members. Allow them to understand everything about your brand and its functioning on a surface level. Also, make them versed with your brand voice and style and give them time to adopt it.
5. Ask for Feedback
Regardless of the quality of your chat with an individual, ask for their feedback at the end. When customers invest their time talking to you and getting a solution out of it, their state of mind is satisfactory. They would be happy to offer you their opinion with honesty.
You can send them a couple of questions to know their views about different tangents of your customer support. Keep limited open-ended questions as they take more time to answer. Take their feedback seriously and implement changes in your strategy.
We are fortunate to leverage advanced technology to provide improved customer service to our customers. Even though live chat support is not a new concept, its demand has been growing at an intense rate.
A live chat study found that in an average of 1000 businesses, only 9% use live chat customer service to provide real-time support to their customers. However, it is the tool to provide maximum customer satisfaction – a rate as high as 92%. Therefore, if you want to flourish your business and stand amidst your competitors, embrace the use of live chat support.
To leverage the maximum use of live chat for eCommerce business, take assistance from a professional customer support service agency such as Vserve eBusiness. Our multi-skilled workforce facilitates real-time analysis with its continuous support monitoring system. Get in touch with Vserve eBusiness to enhance customer satisfaction for your business.