As your company grows, you must implement a system to handle queries concerning all aspects of your business. Customers may call to complain, enquire about product sourcing or return an item, among many other reasons. Multiple methods are available for handling customers, such as ticketing systems, email, and the tried and tested telephone service. However, a modern feature making a big splash is the Live Chat system.
Live chat is a synchronized method of communication between two or more parties. Live chats work to answer questions or concerns customers have. While it isn’t a brand new technology, it has mostly been used by large corporations in the past. Now it has become an expectation of many user experiences.
There are many useful and beneficial reasons to use a Live chat system. Some of the best reasons for using it are:
- Overall Customer Experience
- Time Management and Prioritization
- Cost-Effectiveness
Customers like to use Live Chat because it’s easy to use and provides an almost instant form of communication. They can get a quick response, not having to wait days for an answer.
Overall Customer Experience
Most online resources for modern businesses are dedicated to providing the best user experience possible. Business owners want customers to feel appreciated and to continue doing business with them. If your business is solely online, you cannot underestimate the power of using live chats. Fortunately, it is effortless to incorporate a Live Chat system into your website through providers such as click4assistance.co.uk.
At the most basic level, a business has a Live Chat window that connects customers to an operator. The operator is ready and willing to handle queries. Queries can also be handled by an Artificial Intelligence Bot (AI Bot) that screens the chat. The bot asks introductory questions that allow them to pass the call to the right operator.
Time Management and Prioritization
When dealing with a large volume of queries, an operator can become overwhelmed and mismanage queries or provide a suboptimal customer experience. Most Live Chat providers don’t only provide the Chat feature that the customer sees but a wide range of query management tools on the business end that can increase productivity.
Multiple queries can be processed from a list of customers, much like a social media chat interface. By the way, social media platforms can often integrate with live chats. Analytics and reporting tools can help identify business and customer-focused metrics. And, visitor activity logs can be stored and accessed at any point for returning customers or for handling further inquiries and complaints using escalation states that prioritize tasks.
Cost-Effectiveness
One of the greatest reasons to incorporate Live Chat into your website – the cost. For a relatively small fee, you get access to some amazing features. Most Live Chat systems encompass all of the features of separate alternatives such as ticketing, email, and phone in one package. By using one system, you can save yourself and your business money. Also, alternative communication systems require time and money to configure and are asynchronous in nature. Instant communication often isn’t possible except on the phone. A phone can result in a bad user experience as customers wait on hold for long periods of time at their own expense. The real-time nature of a Live Chat system not only satisfies the customer by resolving issues quickly and efficiently but saves you the costs associated with doing so.
When deciding if a live chat service is right for your business, consider your budget, the size of your company, and the amount of interaction with customers. If you are not sure if you want or need a live chat service, many providers offer a rolling monthly contract you can cancel at any time. So go ahead and give it a try and see how your user experience can change. Here’s to YOUR success!
Carolyn R. Owens has over 25 years of proven experience and serves as a Career Strategist, Leadership, and Life Coach. She is the Chairwoman and CEO of Infinity Coaching, Inc., where they help you up-level your skills so you can up-level your income. Infinity Coaching, Inc. provides one-on-one and group coaching, organizational training, and personality assessments. Carolyn is certified to give both The Energy Leadership Index Assessment and Myers Briggs Type Indicator (MBTI) Assessment. You can find out more about both assessments and other products and services athttps://infinitycoaching.net.
