Over the past 10 years, customer service options have improved and become more diverse, giving both service providers and clients more effective ways to communicate. One big change has been the improvement of live chat support, which has become much more advanced recently.
Thanks to better technology, talking to customer service reps (CSRs) has never been more satisfying and efficient. But that doesn't mean talking on the phone is going away anytime soon. Some people still prefer hearing a real person's voice when they need help.
However, most people now prefer using chat support instead of voice support, according to a Zendesk study. Wondering why? We'll explain here.
1. Allows You to Handle Multiple Customers at a Time
When it comes to being efficient, live chat support is way ahead of voice support. One big reason is that one agent can help many customers at the same time through chat, which is something not possible during phone calls. With chat, CSRs can open another chat window and handle more inquiries simultaneously.
The latest chat technology has many tools that let call center agents customize and manage multiple sessions more effectively. This means they can juggle several conversations smoothly, making the whole process much more efficient.
2. Provides Real-Time Remote Assistance
Chat support provides agents with the tools to guide customers through step-by-step instructions. Thanks to screen sharing and remote desktop features, CSRs can take control of clients’ desktops and assist them accordingly. This way, they won’t have difficulty understanding the agents’ instructions and won’t feel powerless due to their lack of tech-savvy.
3. Enhances Customer Experience Through Visual Aids
With live messaging, CSRs can show customers visual aids to help them resolve their issues faster. Whether it’s a product guide, a graph, or an animated GIF, a visual aid can help clients better understand their problems. This tool can also be sent to customers after each chat session, allowing them to address their concerns should they recur.
4. It’s Cost-Efficient
Implementing live messaging is significantly more cost-effective than setting up voice support. Of course, that doesn’t mean you have to do away with the latter, but this only emphasizes why you shouldn’t think twice about adding chat support to your customer service channels. Setting up phone support is expensive, but implementing live chat services takes only a few steps.
5. Provides the Organization With Visitor Behavior Analysis
A good live chat software offers features that provide detailed data on customer behavior, including referral links, time spent on site, number of visits, location, operating system, and device used. This data, along with analytics, gives actionable insights to identify problem areas and better understand customers.
Embrace Omnichannel Communication With Live Chat Support
As a business owner, it’s in your best interest to offer your clients many ways to reach out to your brand. We're in an omnichannel world, where providing various communication options enhances the customer experience in many ways.
Live chat support is increasingly popular every year, and both you and your clients can benefit from leveraging it. At Select VoiceCom, we've seen its effectiveness firsthand with our remote customer service staff in the Philippines, and it's a strategy worth adopting.