The customer feedback is of utmost importance. Every business needs to know the feedback of its valuable customers to improve their products and services. Even customer feedback industry’s becoming a big business which itself adds to the cost to figure out your customer pain points and develop products.
But with live chat things are quite simpler. It is there at your website to provide simple yet very effective customer feedback without having anything extra to spend for the surveys and researches to be conducted by a research company.
Live chat, no doubt is there to provide you with immediate responses and answers to your concerns and queries. It also increases sales and conversions as the customers get their doubts resolved and they are more satisfied and happy with the dealings knowing that there is some one live at the desk to help them out in their shopping excursion. It builds the customers faith, confidence and trust in your business.
With live chat you are also able to deal with the customers feedback. There are two types of surveys, pre-chat survey and post chat surveys.
Pre-chat surveys usually happens even before your customer indulges with the live chat agent. They are used to collect information n customers peculiar pain points or issues that may be apparent to them but not to you. Pre-chat surveys are the first opportunity to provide information about your client and also an indispensable tool to collect useful information.
Post -chat surveys however take place after the live chat si finished. It can also be used to gather customer data in the same way as pre-chat surveys.
Live chat is basically an important tool which not only satisfies your customer but also works effectively to enhance the level of your customer satisfaction.
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