Live chat is something where you are responding to a customers immediate needs and queries. There can be different possible endings and you have to lead your customer to the right one.
Live chat agents are also provided with live chat scripts which make the work easier for you and delivers the best to your customer. The answers are completely reliable because the live chat agents always know what to say and what has been pre -approved by your company.
Trust is the main factor in building a relation with the customer. Research shows that only 49% of employees trust their senior management and mere 28% consider CEO as a credible source of information.
With the live chat scrips the agents are more confident and it is true that customers are to trust you only when your communication is clear. With confident live chat agents the live chat agents inspire trust in the customers too.
With live chat support there is consistency. With caned messages for FAQ and live chat scripts there is more consistency and the customers will never have that impression that they are talking to a senior management one day and a less experienced agent the other day. This will only make him experience a huge difference in the quality of service he received.
Live chat encourages organization. With live chat you can always monitor different responses for different scenarios. It is important to keep these messages organized and work for a solid concrete plan.
Live chat is all there to land you with an amazing quality of customer support.
For live chat contact us