Today the expectation of customer service have touched heights. Supports via phone and email have become the default standards for most of the companies. To improve the customer experience and differentiate your business it has become important to give your customer access on-demand support.
Chat might seem like another complicated channel to install and mange but in reality the implementation of live chat has never been so easy and effective as ever before.
Live chat allows your customer to multi task. With live chat support there is simply no need to remain tethered to the chat window. You can continue with your browsing or simply enjoy your hot coffee and carry on your day to day lives while waiting for that “ping” sound to ensure that the agent has replied.
Live chat also provides chat logs or transcripts for transparency and proof of contact. While availing the customer support on phone you basically do not receive the recording of the verbal conversation. But with live chat you have the entire transcript sent at your email id. You can use them as a point of reference in case any issues arise in future.
These transcripts are very helpful in case of any hidden cost or discount as discussed with the live chat agent.
These chat logs can also be used by the live chat representatives for repeat customers. The customers in this case would not require to waste time rehashing their support query, and the chat agent can simply have a view at the previous chat and continue the conversation.
With live chat you will be able to provide immense quality customer service and also be able to differentiate your business.
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