Companies dig chat: it’s the most practical live channel for customer care!
Live chat is, by far, the easiest way to tackle live service. There are a number of reasons that make it a great tool for companies:
- it’s super easy to install and configure (for example, Deskero chat can be installed on every single web page through a simple widget)
- it’s fast: more direct, more personal and way quicker than any other channel;
- it allows immediate one-to-one engagement;
- agents can easily multitask different conversations;
- it’s cheap: a few agents can take care of a great deal of work, while also keeping an eye on other channels.
Overall, chat is a dream come true, especially for smaller companies: it allows them to provide direct live support at a bargain price, without wasting time, resources and training in a fully fledged call center.
What about customers? They simply LOVE chat, too!
According to a J.D. Power study done in 2013, on Wireless Customer Care Performance among Full-Service Carriers, over 42% of clients actually engaged customer service over chat, and this is where the overall satisfaction was the highest. Another Forrester study claims that over 44% of customers loves to be helped through chat while making an online purchase.
We can easily notice something all these studies have in common: they are all about online services and high-end technology companies. Of course, these are business areas where chat is an absolute must.
And while chat is a great point of contact, always keep this in mind:
- it’s not as easy as it sounds, so train your staff well in order to make it sound not only competent but also human and emphatic;
- use a powerful tool, to reduce stress coming from lag and technical issues to a minimum;
- offer chat as a channel, but be ready to engage customer elsewhere.
Multi-channel support enables companies to offer true freedom of expression to their customers: to create a truly wonderful customer experience, it’s vital to give customers as many options as they might need. Chat is a great solution, but it shouldn’t be the only one…