Live chat support popularity is on the rise and there is nothing stopping it. More and more businesses have integrated text chat operator service to their online websites. However, this is not an easy task a lot of firms chooses to this in-house, whereas a lot of business outsource it to other companies who are able in order to decrease costs and have an expert team providing customer service. In the following blog, we are going to have a look at why you should opt for live chat service and how to do it in a correct manner.
Customers are increasingly selecting live chat support to communicate with their favorite companies. According to a survey by Forrester, customers opting for live chat support has grown from 38% to 58% in a span of 5 years from 2009 to 2014.That’s almost a 10% increase every 12 months.
Moreover, customers are more satisfied using live chat service than any other channel of communication. According to a customer service survey live to chat generate a satisfaction rate of 73% in comparison to phone support which is only a little over 40%.
Coming towards the tips that can elevate your text chat operator service.
- Always give a personalized touch to the chat experience. Introduce yourself and speak in a polite manner. By doing this you will make the customer feel as they are interacting with a person rather than a business who just want to sell them goods.
- Provide immediate and fast response to customer queries. Almost 80% of customers enjoy live chat support as it provides fast responses.
- Similarly, provide proactive resolution of user problems instead of waiting for the customer to ask you for an update and then providing an answer. Even if the chat agent is looking for an answer or finding information, let the customer know about it and when they can expect an answer.
- When a customer has a query they probably are already confused and have had a bad customer experience, so don’t make it worse by making it difficult to find you. Have chat widgets on all of your pages and make it easy for your customer to find any information.
Live chat service provide businesses of any size with a huge opportunity to effectively communicate with their target audience. By adding this service and following the mentioned tips you can develop a healthier customer relationship with your customers.