Using time and money efficiently are top priorities for most businesses. The challenge usually lies in finding the right balance between reducing costs and providing a top notch experience, especially when it comes to customer service teams. Naturally, that’s where live chat comes in...
The implementation of live chat, chatbots and virtual assistants has grown exponentially, as they enable businesses such as resource providers to expand their service offering and provide new communication channels for customers.
In fact, live chat has become the most popular channel for adults, with 75% saying they prefer queries to be handled via live chat. So if you haven’t already jumped on the chat bandwagon and made it one of your customer support resources, the time is now.
To further convince you, we've compiled a short but sweet list of reasons why your customer service team needs live chat:
1. Efficiency, efficiency, efficiency
Live chat will enable operators to deal with many customers at one time. But how many exactly? Agents can actually handle up to 7 chat conversations at one time. This not only increases the amount of tickets processed simultaneously, but also cuts down customer waiting time - a win-win situation for agents and customers.
Using pre-written answers (aka canned answers) based on most commonly asked questions help with this. Using live chat won’t completely eliminate your other communication channels, it just gives you an additional channel that is five times more efficient than traditional customer service channels, which leads us to our next point…
2. Boost sales and reduce costs
By making your customer service team more efficient (as mentioned above), live chat minimises variable costs.
For contact centres, adding a new channel to your offering means the possibility to provide another service for your clients and allows them to their outsource live chat. This creates a new revenue stream for you and subsequently keeping your clients happy. Not to mention, providing a true omnichannel experience will help boost your clients’ revenue and in turn your contribution margin.
3. Cater to your customers
AI is the talk of the town and when it comes to live chat, it’s the thing ensuring that you deliver the right message to the right person at the right time. In particular, our AI-powered giosg Target, optimises the actions you take when interacting with customers by analysing online behavioural patterns.
This means, for example, that live chat would only pop-up for customers who will actually need it and benefit from it. And let’s not forget, we are living in the time of impatience and multitasking - consumers want answers in real-time and don’t want to be held waiting. Live chat makes sure you can cater to the new generation of restless multitaskers - in fact, 51% customers prefer live chat purely because it allows them to do other things simultaneously, according to Econsultancy.
4. Easily integrable
Integrating a new system can feel like a daunting project - we know it’s no fun! However, with our platform, integration into your current infrastructure is done seamlessly. In most cases, we can have live chat up and running on your website within a day for your remote customer service team.
Still concerned that once in place, your customer service team won't have the know-how or internal resources to manage it? That needn't be a worry - the interface is intuitive and very easy to use. More importantly, we offer training and support to help your team.
So that's it, four pretty good reasons to implement live chat today. If you're looking for more insight, in our how-to guide for improving customer service efficiency.