The best online chat platforms easily integrate with other tools that sit on the agent desktop. Live chat can improve your customer experience by providing support that makes you approachable, accessible, and efficient. Web chat conversations take a lot less work because the complete history of the engagement is right there for the customer and agent. Agents have the ability to share links and documents to customers during their conversation that customers can easily reference to help resolve their inquiry. Providing channels that make it convenient for your customer to reach you and cater to their unique moment of need naturally improves the customer experience. Get to the point in conversations quick Phone conversations naturally start with small talk, meant to build rapport. Tools, such as pre-built responses, allow agents to quickly provide answer frequently asked questions like “What are your business hours?” or “Are there any new offers?” A library of responses to questions like these ensures that answers are consistent and up-to-date. When an agent needs help, having the ability to either transfer the web chat or to collaborate with another agent or manager is a click away. Help new and existing customers by using insights from your web chat conversations to proactively resolve issues. Live chat provides a more immediate channel to get questions answered, satisfying the need for instant gratification of today’s digital-first mobile customer.
Online chat technology has been around since the early 2000’s, but there are a shocking number of companies that have yet to adopt this must-have customer service tool.
When done right, it can keep customers coming back for more and help you win and onboard new customers.
It doesn’t matter if you’re B2C or B2B, SMB or Enterprise.
SMBs are built on relationships.
Small to medium size businesses can be slow to adopt messaging because they believe that it will hinder making genuine connections and relationship building.
When in fact, live chat can safeguard their relationships by being approachable and accessible right when their customers need them the most.
Enterprises have legacy systems to deal with. So an Enterprise level chat software must integrate seamlessly into existing systems and processes.
Enterprise web chat can’t be just another app sitting on the computer or mobile device.
The best online chat platforms easily integrate with other tools that sit on the agent desktop. Agents won’t need to swivel between applications. They can manage conversations, send responses, transfer and collaborate with others on their team, and do so from one tab and with a single login.
Live chat can improve your customer experience by providing support that makes you approachable, accessible, and efficient.
There are more reasons to adopt web chat than not to. In this article, we deep dive into 5 ways live chat improves customer experience.
1. Make referencing information a snap
It’s hard to capture all of the details and nuances of a phone conversation.
Managing and referencing emails takes a conscious effort.
Web chat conversations take a lot less work because the complete history of the engagement is right there for the customer and agent.
Agents have the ability to share links and documents to customers during their conversation that customers can easily reference to help resolve their inquiry.
Just make sure your live chat platform supports conversation-based, versus case-based interactions. Meaning, conversations are continuous and customers don’t have to worry about “timing out” of a chat conversation and having to start all over again with a different agent, losing the previous conversation history.
Unlike many chat software solutions which are session or case-based, very few software vendors, allow conversations to automatically resume right where they left off, preserving the interaction from the very start of the conversation, whether that was from minutes, days, or months earlier.
Finally, sending your customer a transcript of their chat conversation makes referencing all the details shared within a conversation easy for the customer.
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