One of the basic reason for the business going for live chat program is the on-demand nature of the web. The prospects are seldom going to make a call or even email to your company as they are not at all interested to get their personal data attached to some email list which shall be continually pitching them to make purchases.
Live chat gives you a high degree of privacy and the ease and comfort of chatting from your comfort zone, in your comfortable attire right from your personal computer. What else level of relaxation can you expect from a customer support tool? This privacy, in turns compels the customers to be more open to the customer support representatives.
Live chat also saves a lot of your time that you would have spent in fielding emails and answering questions. Canned responses and URLs could be used to provide answers to your visitors most common asked questions. With simply pushing a button, they get their answers. With canned responses, you are also able to send greeting messages automatically which makes your customer aware that there is someone at the website to support them and will be ready to help them momentarily.
All these minutes which are saved, just add up to extra hours of productivity for you and your business.
E consultancy also stated that live chat has achieved the highest satisfaction levels of any customer service channel, with 73%, compared with 61% for email and 44% for phone.
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