Live chat is there at the website communicating with your customers in real time. The users involved are generally interacting in real time using short abbreviations, statements, “emotions” and other shorthand communications. The customers find live chat very helpful in getting information and answers while they are shopping online. A good live chat is an optimum way to transfer your phone support.
Live chat is the best support channel for low to moderately complex product support. Live chat can also be used to provide feedback and even a mean to conduct survey for your customers without being intrusive.
However do remember not to deflect all your customer service calls, nor should it be used as a means of cutting costs but it should be used as a part of multichannel customer service initiative. Live chat is also another avenue for revenue generation and the utmost important customer satisfaction.
With live chat you can have brief breaks for action during trouble shooting as the customer can leave the screen for the moment to carry out the instructions or as simple to find information. During the interval, the chat representative can handle another chat. Thus live chat also allows your business to multitask.
Even the visitor or client an also multitask, and there is no need for him to remain tethered to the chat window. He shall be pinged by the audio or visual impact as soon as the reply is available at the support end.
Live chat can just help to ease the user frustration and add him to your list of happy and satisfied customers.
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