When people think about customer service and support, they generally think that it involves customers phoning in and getting their problems handled in this manner. However, the truth of the matter is that live chat customer is often highly superior to anything else you might be able to offer your customers. Here are some reasons why customer support becomes so much better when you incorporate live chat into it.
#1 Multitasking is Made Easy
If your CSR is on a call, it will be virtually impossible for them to multitask. The fact of the matter is that this sort of thing requires their undivided attention. With live chat, however, they will be able to do multiple things at the same time with ease, and consequently they are going to be able to handle more customers at the same time as well. This can help reduce customer wait time, which is possibly one of the most important ways in which you can improve your customer service overall.
#2 More Money For Product Improvement
Live chat is the sort of thing that a smaller team of CSRs would be able to handle, and there is also the fact that you will be able to get the job done with a customer service software such as the one that is offered by Kayako. This is going to help you save a lot of money which you can invest in your products. Customer service is more than just addressing complaints that your customers might have, it’s also about investing in your products and making sure that your customers don’t have these problems in the first place.
#3 CSRs Job is Now Easier
Phone calls are rather difficult to manage. This is because of the fact that they involve so much improvisation, and they definitely also require an in depth understanding of everything that the customer is trying to say. Live chats are a great deal easier to manage, so what you are going to be doing is giving your CSRs a much easier job that they can do. This is perfect because of the fact that it can really take the quality of their service to the next level. They would be more invested in their job, and nothing will help your customer support stats more than this one improvement.
#4 Fewer Misunderstandings
Speech is a very effective form of communication, but when two people are talking over a phone call, it is very possible that they might end up miscommunicating in some way or the other. This could result from problems with the connection or potentially even a failure to comprehend what the other person is saying, something that happens very often indeed in situations where two people from different cultures are talking to each other. In live chat scenarios, the things that are being said are far more clear which helps make the conversation a great deal better than it would have been otherwise with far fewer misunderstandings.
#5 Better Records of Conversations
While it is true that you can, and should, record every call that a customer makes to your customer support line, the information present within these calls is going to be very difficult to access. You will basically have to listen to the entire call to see whether any mistakes were made. With a live chat this becomes a lot easier because skimming through a live chat is a great deal easier than the alternative. You can also search for specific phrases to make sure that they are or are not used.
#6 Less Training Required
Because of the fact that dealing with customers in a live chat scenario is much easier than dealing with them over a phone call, you will not have to train your CSRs as much as would have been the case otherwise. This can really make it a lot easier for you to save money and still provide high quality customer support, the happy medium that pretty much everyone dreams of when they are attempting to help their company launch and become as profitable as it possibly can!