Live chat is all about real time communication between two users via computer. Once a chat has been started, any of the user can type the text with the help of a keyboard and the entered text shall appear on the other’s monitor. In this way the customer can satiate his queries with the help of live chat agent.
The main feature which makes live chat interesting is its immediacy and the instant responses. This really comforts the user. Unlike the email support, it gives you more immediate response with the extra benefit of sharing documentation to emphasize a point or clarify instructions. Even the phone support at times is quite frustrating. With that long instructions of, press 1 for inquiry, press 2 for sales and so on…….followed by the long hold music. It really adds to problems rather than solving it as its a test to your patience! The best phone support can also help one customer at a time which means extensive manpower needs for large e commerce sites.
With live chat the entire customer experience and the result is simply incredible.
- Live chat improves sales opportunities by pro actively reaching out to customers.
- Live chat personalize customer services so that they are more charmed to buy.
- Live chat cuts off the average time for customer support which in turn increases the live chat team efficiency as they can handle more chats.
- Live chat increases CLV (Customer Lifetime Value) via up and cross-selling skills.
With live chat softwares implemented in a way that land you with valuable information, such as geo location of your client, browser type, amount of time spent on site and individual pages and even the current information at which page the visitor is viewing, gives you a vivid idea of the customers interest and provides insight into how to help when needed.
Live chat is indeed the best customer support tool till date!
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