1. Live Chats are Available 24/7
In a globalized world, consumers are active right around the clock. Eager to research, comparison shop and buy at any time, smart businesses respond to their needs. Providing live chat support for much of the day keeps leads interested, particularly when backed by a knowledge base that’s packed with up-to-the-minute content about your products and services. Links to up-to-the-minute support documentation can help sort out more complex issues.
Filling in the gaps between the morning and evening shifts, a chatbot feature on your website is a great option for lower-traffic times. Issues that remain unresolved can be sorted out promptly as soon as the morning operators log into the system, as details of each session are stored for easy access at any time, with friendly, simple messages can be replicated at low cost across many channels.
2. Closer Customer Engagement through Live Chats
A live chat feature added to your website is a sure way of pumping up interactions with the public. Although some of these conversations may replace emails or phone calls, a generous chunk of this growth consists of people appreciating immediate help for solving their problem, instead of giving up and looking elsewhere. Building up even stronger links, chat tools should include agent names and avatars (photographs are even better).
Professionally-written scripts should strike just the right note between friendly and respectful, getting right to the point in a conversational style. This is a unique channel for making an instant good impression, with immediate feedback that adds value to your analytics.
3. Live Chats Mean Fewer Repeat Explanations
For an irritated customer, there are few things more infuriating than having to explain the same issue over and over again to different agents. With today’s computerized business management systems, almost three quarters of all customers expect an agent to have their data up on screen, complete with product information and support history. This is where live chat software screens display not only the remarks keyed in by the customer during that specific contact, but also a host of other relevant details, including previous interactions.
Some of the more sophisticated live chat software even allows agents to send links and screenshots to customers, for clearer instructions, as well as sharing screens with them. These simple visual aids can often help defuse a tense situation, particularly for visitors who are not comfortable with computers.
4. Live Chats Upgrade User Experiences
For visitors to your website, the main attraction of a live chat feature is its immediacy. Their main questions are answered immediately, clearing up a host of related doubts at just the right time – when they are focused on your brand, its products and services. This is far more efficient than sending an email to the support team and then waiting up to a week for a reply (sometimes even without a standard confirmation of receipt).
Whether a visitor is simply browsing, comparative pricing a planned purchase, seeking updated information, or sending in a complaint, faster responses are always better. Reflecting these positive outcomes, customer satisfaction scores for live chats tend to be higher than other communication channels.