How Does Live Chat Work? A Comprehensive Guide
How Does Live Chat Work? A Comprehensive Guide
How Does Live Chat Work? A Comprehensive Guide
Live chat has become one of the most sought after tools that are used to provide efficient customer support services. Yes, there are other channels like phone, email, video chat, screen share, etc. that are also helpful in rendering support comprehensively. But with live chat, you stand to gain more.
Before we dig into that, let us gain a clear perspective about why the channel of communicating with the customer is so important. It is not merely a myth that staying connected to your customer can boost your progress significantly. It helps all the more if these conversations are instant and seamless.
In times when technology has made connectivity easier than ever, customers expect every service to be instant and gain solutions to their problems in quick time. And because this millennial generation is so well accustomed to messaging, live chat comes in as the perfect solution.
Apart from the fact that it is preferred by more than 75% of customers, it allows you to communicate with them seamlessly and enhance your services. Top IT Support Companies like us, Sapizon Technologies, have endorsed the use of the live chat tool as a productive channel to render Customer Support.
Why You Need Live Chat?
Here are a few reasons that explain why you need live chat as part of your support services:
Response Rate
It is known to all that customers do not like waiting for a response in any case. The magnitude of their issue is irrelevant in this scenario. And rightly so, because if businesses are obliged to render services to customers, it is only fair they do it right.
According to statistics, more than 65% of customers feel valued when there are instant responses and quick resolutions to the issues they are facing. While other channels of communication involve some amount of delay in response, live chat is always instantaneous.
It is the ideal channel for achieving faster response rates and meeting customer expectations. A faster response rate is the reason why live chat is now the most preferred channel of communication in most parts of the world.
Along with the provision of responding quickly to customers, live chat also helps generate leads. If you have a website that has frequent visitors, these visitors are genuine leads for you. And your response time can engage these leads and convert them into customers.
Personalized Experience
One of the first things that depict personalization in a communication channel is a chat widget. And most businesses have deployed it on their respective websites in order to give their customers a personalized experience.
Personalization has become important because customers want to feel valued and know that you are acknowledging their suggestions about your product/service. As we know, different people will have different opinions about a certain product.
Having relevant conversations with the customers and giving emphasis to their feedbacks manages to pique their interest more in your products. With live chat, customers can converse with you on these matters as per their convenience which is what they prefer.
You can observe the activities of each customer on your website and trigger response messages accordingly. For instance, if a customer is spending more time browsing through your prices, you can send a trigger message suggesting you can give him/her a discount.
More Than Just Messaging
Live chat is not just a messaging tool, but it is considered one of the best customer engagement platforms. The best technical support companies use live chat as a medium of engaging customers and seamlessly obtaining their loyalty.
Live chat provides other accessibility features than just sending/receiving simple messages. It allows the sharing of images, GIFs, videos, documents, etc. Customers can also actively connect with you through their social media accounts like Slack, Facebook Messenger etc.
With an enhanced proximity spectrum, live chat has transformed the definition of connectivity by maintaining continuous access to communication between you and your customers.
How Does Live Chat Work?
Here are a few pointers that briefly explain the working of a live chat tool:
- Once you install a live chat tool, your customers can view the chat widget on your website whereas your agents have access to the agent dashboard.
- Your agents will have options to view the conversation based on priority and assignment.
- Some live chat tools have options to automatically assign these chat conversations to your agents.
How Live Chat Helps Your Business?
A live chat tool can help your business in the following ways:
- Helps you increase efficiency in communication and resolving customer issues.
- It allows you to integrate with multiple tools to enhance the customer experience.
- Provides flexibility in your process as it enables customers to reach you at any time.
- Enables you to generate more leads with engaging conversations.
- Allows your agents to respond quickly and promptly.
- You can reach to your customers proactively and engage in feedback related conversations.
- Helps in managing customers and in retaining them.
Is a Live Chat Tool Important For Business?
It can be a fair point to say this. Because live chat brings home so many advantages that it is almost impossible to overlook it. It transforms the way your process works and enables you to boost productivity in your business. It is known to generate more ROI than any other tool used for support.
By rendering efficient services through live chat over the years, we have established ourselves as one of the Best Technical Support Companies. Our Services comprise of top-quality SaaS Solutions, Web Application Support, IT helpdesk services, and more.
You can reach out to our Tech Support Experts for a free consultancy and get an elaborated explanation of how our Support Services can benefit you to elevate your business to new heights.