The attention a business pays to its customers reflects its success in operations. Successful companies, aiming to stay among the industry leaders, always prioritize their customers using all available modern tools.
Many companies have dedicated departments called Customer Service, whose role is to serve customers, listen to their feedback, suggestions, and issues, and work on resolving them efficiently.
With the significant development of communication technologies over the past decades, customer service methods have also evolved.
Numerous tools and software now help companies achieve their customer service goals. One of the most effective tools used in customer service is live chat.
In this article, we’ll explore some facts and benefits that your company and customers can gain from using live chat.
The Importance of Live Chat for Customer Service and Support
Live Chat in Statistics and Numbers:
According to statistics, live chat is no longer just an optional or secondary feature for business websites; it has become one of the most essential tools for providing high-quality customer support.
The latest customer service standard by “Digital Research” indicates a clear correlation between ease of contact and customer satisfaction.
The easier it is for users or customers to access live chat, and the shorter the wait time, the higher the customer satisfaction levels with your company.
An analytical study of live chat usage found that companies in the United States had an average customer wait time on chat of 23 seconds and an average problem resolution time of 42 seconds. This means live chat provides a fast, responsive channel for customers, facilitating positive customer relationships.
A study by “Zendesk” indicated that 92% of customers feel satisfied when using live chat compared to other contact methods.
Live chat allows your company’s support teams to respond quickly to customer issues.
It reduced overall response time by at least 60%. Several live chat applications allow support teams to run remote technical support to facilitate troubleshooting efforts, leading to faster issue resolution.
How to Use Live Chat Optimally:
With the increasing reliance on live chat, we present the best methods and tips you can use to achieve the desired results of increased customer satisfaction and improved problem resolution times.
- Explicitly inform the customer about the available wait time on chat before a customer service representative responds
- Notify the customer that a representative has read their inquiry and is preparing a response
- Ensure the live chat feature is easy to find on the company’s website, using clear and concise language to indicate it
- Send a chat summary or transcript to the customer after their issue is resolved via email or phone
- Train representatives on live chat etiquette and ensure customer service representatives are knowledgeable about your company’s products and services and capable of solving all customer problems
Engaging and interacting with customers involves listening to the customer’s voice. Live chat provides a forum to capture this voice, identify key issues to address, ensure customer satisfaction, and build lasting relationships. When customers seek immediate interaction, live chat becomes an essential tool in the customer support toolkit.
XonTel offers integrated customer service solutions through its products and services, including live chat features that compete with global counterparts at competitive prices. It provides a professional, highly skilled support team to accurately meet all customer needs with high efficiency, making it the best choice.
For more information about XonTel’s services and products, click here
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