Chat apps are everywhere these days. People communicate by text message, WhatsApp, Facebook Messenger, iMessage, Telegram, and dozens of other similar ways. Whereas once everyone communicated through phone calls, now we communicate by typing into our smartphones.
Yet surprisingly, many business still rely on phones to solve their customer’s problems. If a customer has an issue, they have to call into call center and speak to a customer service representative. This process usually takes some time and often leaves the customer frustrated.
What many businesses are now discovering is that live chat is the way of the future. Live chat offers a huge number of advantages over traditional customer service methods and can be the difference between a happy and an angry customer.
Should your business use live chat? Here are 10 reasons why.
#1 – It Allows Customers To Multitask
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One of the worst parts about talking on the phone to a customer service rep is that it consumes all your time and attention. You have to wait on hold for a long time, listening to awful hold music, with nothing else to do. It’s pretty difficult to do other activities while you’re waiting on hold. The last thing you want is to miss when the service rep finally picks up.
A live chat function allows customers to continue working on their computers while they wait for a rep to pick up. They can read emails, read the news, work on a project, or a dozen other activities, assured that they’ll hear an alert when the agent is chatting with them.
#2 – Some Customers Prefer Chat
There are many people who simply don’t like to talk on the phone. In many ways, talking on the phone is becoming somewhat outdated with the surge in text messaging apps like Facebook Messenger and Slack. Young people rarely use the phone anymore, preferring texting and social media for conversations.
Live chat gives customers the option of avoiding the phone. It let’s them communicate with you in a manner they’re comfortable with.
Whether it’s used as a customer service tool or as part of the sales journey, live chat can give customers the real-time interaction they want while at the same time being more cost-effective, trackable and flexible than a telephone call.
For many customers, live chat is also more convenient and less stressful than speaking on the phone to a stranger. It’s easier to interrupt a session and return with the document or reference they need, and they can be sure they’ll be understood.
#3 – It’s More Efficient For Your Business
While it may be easier at times for a customer service agent to walk a customer through a problem over the phone, it’s relatively inefficient. After all, an agent can only talk to one person at a time.
With live chat, customer service reps can potentially talk to multiple customers simultaneously, depending on the complexity of the problems.
Additionally, operating call centers is expensive. The business must purchase phones for every agent, maintain the complex Go to the full article.
Source:: Business 2 Community