The customers expectation of customer service has touched heights. Having customer support via phone and email have become the default standards of most of the companies. And if you desire to differentiate your business and customer experience you need to give the benefit of doubt to your customers.
Live chat allows your customers to multiask. You would not like your potential customers to remain tethered to the chat window waiting for the reply. With live chat support, the customers can carry with their daily chores or simply browse as they shall be intimated by the “ping” sound to assure them that the agent has replied.
Even the chat agents are able to attend four to five customers at a time. With the help of canned responses and URL’s, the work of the chat agents is also accelerated. However be sure, not to overuse canned responses as it may give a robotic impression.
Live chat also provides chat logs for transparency and proof of contact. While interacting on phone, the customers basically do not receive any recording of verbal conversation, but with live chat the customers get the transcript of their conversation which they can use for future references and records in case of any discount given by the chat agent.
The very same transcript can be used by the chat agents to help repeat customers. The customers do not require to rehash their support query, as the chat agent can simply look at the the previous chat, get the details and further continue the conversation.
Live chat enhances your shopping experience.
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