If you mainly use your website for business and it’s where your customers primarily purchase every good or service you offer, then you need a means to provide support whenever they seek it. This is where many find implementing live chat software very useful, as not only can it help giving aid to existing customers who are experiencing problems with a product, but also guide potential customers in making a purchase. However, it’s not all rainbows and butterflies if you think that it’s advantageous over the phone support in every aspect.
One of the greatest benefits you can have from using this type of software is how quickly you can assist customers in need. Since they’re using chat to communicate, operators can immediately answer questions or resolve issues from one customer to another. This kind of multi-tasking is simply impossible over the telephone line, unless you want your customers to wait while your agent is handling issues on the other line.
Also, there’d be no need for any line transfers if your agent cannot understand the accent of the customer, or the customer cannot speak English. You can pick a live chat software that offers an instant translation feature so your agent can quickly cope with your customer.
There is also an analytics tool that can help you gather real-time data to easily determine relevant visitors. By studying their browsing patterns, you can set up quick answers to frequently asked questions. You may even initiate proactive chats. This is where your agents can serve as thoughtful salesmen offering help where necessary, which could potentially convert to sales.
If you’re just starting up and your staff is yet to be formed, you can easily switch your chat off during inactivity. Most chat tools allow transforming their chat bars into contact forms. This way, communication between you and your customers is maintained.
Since cost is of huge importance for customers, having live chat software becomes a lot more convenient than providing phone support. This is especially true when your customer is living in another continent and they are hesitant on paying for phone charges just to make an international call to seek support.
One of the disadvantages of using live chat support software instead of the standard phone support is that it’s not iPhoneuser-friendly. Initially, not every mobile phone supports this type of software. Even if the phone did, unless the customer types rapidly, using the live chat feature may not be an enjoyable experience.
Prank calls are inevitable, and so are prank chats. Because live chat can be used in an instant, expect a few users trying to abuse this feature to their personal entertainment. However, this can be reduced to a minimal by blocking that individual or requiring email registration before users can initiate a chat session.
While the way it delivers convenience to customers is obvious, the use of live chat softwaremay not be for the older generation. Individuals who have a particular repulsion to technology may easily overlook the benefit of receiving support through chat. However, this might not be much of a problem in the near future, given how social media is attracting people of all ages.
With how live chat software is becoming a need for small and large websites, the number of companies offering this tool is increasing. Live chat support may have its shortcomings, but given how well you could enhance your customer service with its use, it’s definitely something you should consider a necessity in business. Still, you need to determine what exactly your business requires, as some companies prefer integrating live chat support while keeping a phone hotline active for customer assistance.