No matter how complicated the business industry may seem, entrepreneurial success still boils down to the basics. To keep a business running, you should earn more than you spend. It won’t matter if you have the best products and services if you spend too much on your day-to-day operations.
This is what makes live chat support an ideal platform for customer relations. Falling under the wide spectrum of website management, it’s the interface that connects your online visitors with the people behind your brand. In fact, it’s becoming the most preferred channel by customers, according to a survey by eDigitalResearch. Customers who used online chat to get in touch with company representatives reported a high satisfaction rate reaching 73%.
So if your goal is to find a cost-effective and customer-friendly solution to reach out to your market, you can never go wrong with live chat. The following points explain how it helps reduce your business’ operating costs while letting you achieve maximum customer satisfaction.
1. Online chat lets agents cater to multiple customers at once.
You can probably imagine how difficult it is for phone customer service agents to handle two calls at the same time. It might work, but only if the callers don’t mind being put on hold for long periods throughout the whole transaction. And chances are that they do mind.
Online chat, on the other hand, allows agents to interact with three or even four customers at once. And as live chat is definitely cheaper than phone transactions, its multitasking capacity allows you to lessen operating costs, making it a whole lot cheaper than phone customer service.
2. It enhances customer relations through quick resolutions.
This is especially true when customers need information from you, which is the case for most customer service transactions. Giving out troubleshooting instructions or step-by-step guides on the phone may be less efficient, as compared to sending document files or links containing a product manual. This also makes information easily retrievable, which means that you’ll get fewer callbacks in case customers would need the same data again.
3. It’s perfect for remote or freelance employees.
The Internet has completely changed the way workplaces are being used, but this also puts a lot of pressure on business owners as customers expect them to be available at all times. As a solution, some operators use mobile applications to connect customers with agents even after office hours. The beauty of live chat, however, is that it lets you outsource to freelancers or remote employees who need not work in an office. In addition, you won’t need to handle their taxes, social security, and other government-mandated fees.
4. Upselling is made easier.
You may think that it’s harder to convince customers to upgrade their packages through online chats because they’re just facing a screen and not a real person. On the contrary, it’s easier to explain to customers the benefits they can gain from product or service upgrades if you’re using a text-based channel. Live chat streamlines huge chunks of information so users can understand you better.
Online chat support is indeed the future of the entire customer service industry. It not only improves customer relations, it also helps businesses cut their operating costs while achieving great client satisfaction, thus increasing revenues and widening their market reach.