• You Should Experience Live Chat Software At Least Once in Your Lifetime and Here’s Why Aug 8, 2019
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    Whether you are a visitor using live chat software, or the business offering help and advice via the instant communication channel, live chat has been revolutionary for customer service.

    Visitor POV
    Today, the consumer has the choice on whether to escape the on-hold queues, automated IVRs and the wait for a response, as typically experienced when phoning or emailing a company. Live chat software has provided a communication channel that visitors can access straight from the website. They are connected directly to a representative in real-time who can answer their questions instantly.

    The chat service is convenient for website visitors as they can speak to an advisor when they are commuting, at work or at home. It allows them privacy as they won’t be overheard, enabling them to enquire about their finances and health results to booking an MOT or finding out when an item will be back in stock.

    Agent POV
    From the agents’ side of operations, live chat is one of the most efficient customer service channels.

    A pre-chat form can be set up to display before the conversation starts, therefore an advisor can have all the visitor’s details as soon as they take the chat. This reduces the time involved finding out the enquirer’s name, contact details including phone number, email/postal address (if required), customer reference number, nature of enquiry etc. allowing them to jump into the visitor’s questions straight away (unless further security checks are required).

    Once the agent has a chat enquiry they can judge the speed that the individual types and how complex their questions are. Upon identifying this, the operator can take other chats simultaneously until they are comfortable with the amount they have; being able to control their workload means that each adviser is working at their most productive level.

    Operators can also provide quicker and more accurate answers with live chat, as many systems will include canned responses. This allows advisors to access replies from a predefined library and select the most relevant answer (some suppliers enables the agent to edit the response before sending). Other live chat providers offer other functionality to speed up agent response times with ghost text and auto navigate etc.

    Ghost text can also be known by many other names including chat preview, and sneak peek. It allows agents to see what the visitor is typing in real-time allowing them to pre-empt the question and prepare their answer. Whereas auto navigate is for when the advisor already know the information exists on the website, and can automatically direct the enquirer’s browser to the relevant page.

    Business POV
    Overall the business will reap the benefits of live chat. The instant communication channel has been proven to increase sales as agents can up and cross-sell where appropriate, and visitors can be invited to speak with an advisor before abandoning their cart.

    Live chat has higher satisfaction rates than telephone and email as visitors are able to get a quick answer usually on first contact. Happier customers are more likely to return and spend more money, whilst also recommending the service to others.

    It has also been reported that staff are happier when using live chat. A contact centre that rotated their agents between handling enquiries via live chat, email and telephone, were much happier and excited the days that they were dealing with questions via their live chat service.

    Happier staff are less likely to take unauthorised absences or leave the company disgruntled, helping with the smooth running of operations.

    Live chat software benefits everyone involved, and with all parties happy from the outcome of the chat service, it will be crazy for organisations to not implement the instant communication channel.

    Author Bio: Gemma Baker is a Marketing Executive for UK web chat software provider Click4Assistance, with a range of knowledge in live chat software and customer engagement channels, customer service methods and improving online business.
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