The internet has made us impatient. The digital consumer demands precise information instantly, and if he does not get it on your web page, he will find who else to give it to. The question is, “Is your business ready to address this need that is now extremely important for the users?” Here is why we believe it is important to install chat support on your website.
Chat support is useful and practical for customers
Many online consumers seek help from a person while they consult or make purchases online.
According to a study, 44% of online consumers say that one of the most important features that a website can offer is that a person in real-time answers questions when they are consulting or buying online.
It works out as a cost-effective solution
It is verified that 24/7 chat support can save telephone expenses and employees’ time and facilitate the capture of data. Among the most notable savings are:
- Staff can complete multiple tasks at the time of conversation during chat services.
- It’s much cheaper than a telephone infrastructure. It has also been shown that live chat customer service is 17-30% cheaper than a phone call.
It helps in strengthening the database of the company
When a client requests information, the staff attending the chat intelligently can obtain data such as name and email so that later they can be used in future digital strategies for the company to promote products and services. Of course, this information must be protected and secured through a privacy notice that must also be visible on the business website.
Helps in making customers believe that the company is always there for its customers
By having a chat support service on your site, you are building to make a trust bond with your customer. Different people choose different communication channels. one such communication medium is chat support on your website. It will make customers believe that your company is more open, receptive, available, and interested in customers’ concerns or potential customers.
Quality chat services generate sales
The major advantage of chat is that you can accurately guide it for direct sales or support. According to the study provided by the chat system, it can provide essential information you need. You can check chat histories, agent performance reports, reports of waiting time, and even more.
Research study has proven that sharing greetings and generating automated responses can improve the effectiveness of your company. As a business owner, you must provide 100% proper knowledge to your staff who will attend the chat service. Now is the time to install chat support on your website. If you are looking for a reliable customer support service provider, you can contact Vserve solution. Reach out to Vserve, and a representative will be more than happy to help you with services that will work for your business.
In the next section of our blog, we have discussed 5 Ways to Improve Customer Service Through Live Chat Support.
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.
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.
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.
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.
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.
Conclusion
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.
