A recent study reports that 90% of users consider live chat helpful and confirms that websites with a live chat function are proving to improve business outcomes and reduce stress levels related to customer support. As the hype around live messenger intensifies, we’ve decided to zoom in on exactly how the new and increasingly popular way of doing customer support enhances business operations and relations.
The Client is in Control
An online chat system (like the one that appears when you select ‘Get started’ on Microsoft’s support website) provides support seekers with immediate access to help. Wait times are majorly less than contacting a call center, and multi-tasking while waiting is a breeze. Additionally, the pain of having to dial a 1-800 number and navigate through a maze of numeric options is non-existent.
Saves Your Time and Money
Live chat software reduces the time that (sometimes unequipped) employees have to spend addressing support questions and also saves on phone expenses. Not only does the person making the support query get to choose when they talk to you, but you, too, get to choose when you talk to them.
Drastically Improves CRM
Maintaining long lasting client relationships becomes easy and efficient when using an on-site chat platform because you can check in on your client’s progress at any time, by simply sending an instant message. With some chat applications, like ClikCloud’s Clik2message bundle, you’ll also have the added bonus of being able to follow them up on an informal and friendly platform that they check frequently (e.g. facebook messenger or SMS).
Designed to Support Large Volumes of Queries
Dedicated chat services are built to be scalable and support large volumes of customer queries. Queries and requests responses become streamlined because they are always addressed by someone who has access to the most useful and relevant information – which is not always the case when addressing support via the phone.
So, it’s pretty clear that on-website live chat saves everyone a lot of time, money and stress, which in turn improves your relationship with your client and your overall business outcomes.
If you want to know more about the benefits of converting to live chat, check out our bundles, or if you’ve heard enough and are ready to take the leap forward, contact us now and we’ll set your website up with live chat functionality today.