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Business Presentation Tips The Most Sought-After Employee Benefits Hear From Our Clients Check Out New Content on Our Blog! Why Done Is Better Than Perfect WouldYou Survive These Marketing Nightmares? Discover ‘The Art of Learning’ Referral Contest The PLIG Puzzle Challenge The Benefits of Live Chat Customer Support
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LIVE CHAT SUPPORT Wow Customers and Staff Members Alike
Businesses today have all sorts of ways to provide customer service and support.While the tried-and-true methods, like in-person and over-the-phone support, aren’t going the way of the dodo anytime soon, they’ve been joined by a variety of newer methods. From email and social media support to artificial intelligence (AI) services, companies have many options at their disposal and can decide which methods work best for their customers. As new channels have emerged, one in particular has become incredibly popular and garnered high scores from customers: live chat. Live chat support works just like Slack or Google Hangouts, which you probably already use in some capacity. However, instead of being used for internal communication between employees, live chat support agents respond to the needs of customers. Live chat offers benefits to both customers and businesses, making it an appealing option for companies of all sizes and industries. From a customer’s perspective, the most obvious benefit of live chat is that you get all the personal service of human interaction without having to leave your home or sit on hold on the phone. Live chat response times are also consistently faster than other methods of communication. A study from Superoffice.com found that live chat requests typically received a response within two minutes, a much shorter time than the average 10 hours required for requests over social media and 17 hours for emails.With data like that,
it’s not hard to see why live chat ranked first for customer satisfaction in a survey from Econsultancy. Businesses also find live chat support advantageous because, on the phone, a support staff
member can only deal with one customer at a time. In a chat, a representative can handle multiple claims at once. Employees also find that live chatting forces customers to tone down their anger and clearly articulate their issue, increasing the chances that a problem will be resolved.The conversational nature of live chat produces better results and keeps the process moving. If a customer needs to take a few minutes to find a serial number over the phone, that’s money being wasted. But when the same thing happens over chat, your employee can continue working on other requests in the meantime. There are countless live chat software options for you to choose from, like LiveHelpNow, LiveChat, and Beacon.You’ll want to do your research before committing to a particular provider, but if you don’t already offer live chat support to your customers, it’s time to start thinking about it.
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