Today the expectations of the customer services have touched new heights. It has become a real challenge to meet the demands of the customers as today the customers want support on demand. Providing support via email and phone have become the default standards for most companies and it has become relevant to differentiate your business and customer support and also important to give your customers access to on-demand support.
Well your business can provide on-demand support if it has the powerful icon live chat at its site. Though it may seem that live chat is another complicated channel to install and manage, in reality, it is quite the opposite. Implementing live chat has never been easier and more effective.
While with phone support, you calls can be recorded, but that is mainly for quality check. The customers don’t typically receive a recording of the verbal conversation when they are being engaged with your company’s customer support via phone.
But with live chat, the customers have the option of receiving a transcription of the conversation at their email id which can be used for further issues which may arise in future.
These chat transcriptions can also be used by the chat agents to help the repeat customers. Hence the customers need not waste their time by rehashing their support query. The chat agent can just have a look at the previous chat and carry on with the conversation.
Live chat is also available for the customers round the clock. It gives your business the opportunity to provide 24/7 support which reduces the response time and enhances the customer satisfaction.
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