Is Live Chat Support Necessary for Your Business?
A hallmark of a worthwhile business is exceptional customer relations. A business worth their weight maintains a cordial relationship with the clients. There are many ways to do this including call center customer service, email support, and even support directly via the business website.
Have you ever visited a website and seen a little chat box pop up on the bottom of your screen? "Hey there, how can we help you today?" It is presumed that when a customer types into the box, a live agent is going to respond.
What is Live Chat Support?
Live chat support is a method of customer service where your customers chat in real time with support agents. It's often found on a company's homepage. The usual form is a chat box that comes up when someone lands on the website.
Why you need Live Chat Support for your business?
1. Real-time user engagement
Live chat support provides a way for customers to engage in real-time with your business. A user is more comfortable using live chat support instead of email support where the response time can be hours or even days. They're more willing to wait a few minutes for an agent to come online.
2. Lightning fast response times
Live chat support often gives a faster response time than any other customer support method, except calling an agent directly. And for large businesses, a user still has to wait many minutes for an agent to pick their call. With live support, it's often typing into the chat box and waiting for a response. Responsible business reply anywhere from instantly to a few minutes.
3. Branding
Live chat support helps with branding in the sense that users associate your business with caring for the customer. They'll be more willing to recommend your products and services to friends and family because they know if someone runs into any problems, there's an exceptional live support team to respond.
4. Lead capture
Imagine someone visits your website, but isn't ready to purchase yet. They just want to know more about your business from an agent. Live chat support is a fantastic way to ask a website visitor if they have any questions, and use that opportunity to educate them and maybe get an email address.
How to customize live chat support
If you're a huge business with tens of thousands of website visitors, it may be difficult to manage and pay for a huge live chat support team. Ways to reduce the budget while not damaging customer relations include using prompts and offering exclusive live support.
Using prompts is like when you call a call center and the first thing you get is an automated response trying to figure out what you need. When you set-up automated prompts for your live chat service, you can redirect the user to help and FAQ pages if you already have articles addressing their issue.
Some businesses offer access to live support only to existing customers. It not only saves your money, it attracts more customers for you.
Setting up live chat support for your business is complicated, if you try to do it in-house. You go through the hassles of recruiting agents, training them, and creating a dedicated work department within your company.
To save yourself time and money, find a reputable customer support agency like vcaretech. Contact vcaretech to set up live chat support for your business and take customer relations to the next level.