Many online companies and businesses have installed live chat software on their websites for their and their customers’ benefit. When a website becomes a live environment, customer relations can be built and many benefits are attained. This article shall discuss these benefits.
When a live chat button is found in a noticeable area on a business website, customers will feel assured that they will be given immediate assistance before they buy something, during their shopping, and after they make purchases. In short, such software will be able to help customers at any point in time.
Customer satisfaction will be improved with this software because it permits the sharing of the histories of customer interaction among multiple channels and agents. If an agent is not available, the software will immediately provide customers with knowledgeable support that is of high quality so that they will not wait long and become frustrated. Still, it is imperative that at least one agent will be available at all times so that customer concerns are addressed immediately and adequately.
This software can also help a business establish and expand customer loyalty. In the case of businesses that do not have live chat support, customers usually get responses to their email inquiries only after 24 hours or more. There are even times that their queries are left unanswered. With this software that allows quick responses to inquiries, the customers will feel that a business actually cares about them.
Live chat software also safeguards confidential data about the company and its customers. It has good security features which shall derive from the chat transcripts the sensitive information of customers (which includes their social security and credit card numbers) and store these where these will not be easily accessible for unauthorized personnel.
This service also increases agent productivity because it can support multiple simultaneous chats for every agent. It makes sure it provides concise and consistent responses via canned answers and knowledgeable integration. With just a click of the mouse, a chat window will be immediately opened and then the customers can be given support and then a sale may be closed.
With the software, support costs for customers shall be minimized because there is no need for additional telephone lines or dedicated email servers. Giving customer service online through live chat is more convenient than sending emails or communicating via telephone.
Instances of shopping cart abandonment will also be reduced through the use of live chat software. Many customers abandon their online shopping carts when they receive poor service. If they have access to a reliable and friendly live agent during the critical points of the shopping process, they will continue shopping and may even end up purchasing.