Improving non-voice technical support with live chat

Improving non-voice technical support with live chat

OABPO Blog Team Published on August 18, 2013
technical-support-non-voice-

Live chat is increasingly becoming popular with businesses as a tool for customer service management, and for providing non-voice technical support. More businesses are discovering its potential for resolving inquiries and clearing up any confusion in real-time, as well as for keeping customers’ satisfaction in check.

Live chat for immediate assistance

Live chat offers convenience and immediate access to offer assistance to customers. In fact, a recent study by Forrester showed that online consumers considers live chat as one of the most important features a website can offer.

Response time is faster compared to other methods of providing support, and customers can keep themselves busy with other activities online while waiting. This particular aspect is a selling point for customers and even persuades them to return to the website for purchases. In this matter, live chat boosts sales conversions. A supporting study was done on banking siteĀ Wells Fargo, in which it experienced higher sales, reporting a double-digit increase and high rate of customer satisfaction after implementing the use of live chat.

Furthermore, live chat can effectively cut down on resources. Compared to phone support, it reduces average interaction costs. This lowers the overall expenses of the company and promotes efficiency as representatives can multitask while on a chat session with a customer.

Moreover, live chat allows access to crucial customer information, including pain points and common problems encountered. Data gathered may also be used for advertising or improvement on products or services.

Gain competitive edge over other companies

Since live chat is still not integrated in most websites, early adopters gain competitive edge over their customers. Simply put, it is a simple tool that bridges connection with customers who seek technical assistance and shop online.

With its cost savings and capacity to boost sales and customer service, live chat stands as a profitable asset for companies just waiting to be tapped.

Photo credit: Rob Boudon on Flickr

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO19 hours ago
Among other benefits, š—°š—¼š—»š˜š—²š—»š˜ š—ŗš—¼š—±š—²š—æš—®š˜š—¶š—¼š—» monitors and reviews user-generated content to:
• ensure the safety of customers;
• combat spam and potential scams;
• prevent misinformation and fake news;
• boost user experience; and
• cultivate an inclusive community.

š—•š˜‚š˜ š˜„š—µš—¶š—°š—µ š—°š—¼š—»š˜š—²š—»š˜ š—ŗš—¼š—±š—²š—æš—®š˜š—¶š—¼š—» š—ŗš—²š˜š—µš—¼š—± š—¶š˜€ š—æš—¶š—“š—µš˜ š—³š—¼š—æ š˜†š—¼š˜‚š—æ š—Æš˜‚š˜€š—¶š—»š—²š˜€š˜€?
Explore the fascinating types of #ContentModeration shaping the digital landscape: https://buff.ly/3WR5rn5

----------
Work with our content experts to build a community where everyone feels heard and protected: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
Preventing your customers from leaving your brand may not be as easy as it sounds, but here are 5 tips your outsourced #CallCenter's customer retention team must consider: https://buff.ly/3Nem7Sb

----------
Ensure brand loyalty with Open Access BPO's high-quality #CustomerSupport. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerRetention
Open Access BPO
Open Access BPO2 days ago
#CallCenter Team Leaders drive progress and ensure top-notch service for your brand's customers.

Want to unlock the secrets to becoming an extraordinary leader for your team?
Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/45LagCr

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO6 days ago
To build a truly customer-centric organization, your #CustomerExperience team must be highly emotionally intelligent.

Here are the 5 advantages of cultivating #EmotionalIntelligence among your #CallCenter staff: https://buff.ly/43uHbcu

----------
Connect with an #outsourcing firm that can deeply connect with your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport
Open Access BPO
Open Access BPO6 days ago
Love knows no boundaries, and this month, we celebrate the beautiful #diversity that makes us who we are. š—£š—æš—¶š—±š—² š— š—¼š—»š˜š—µ honors and uplifts the LGBTQIA+ community, their achievements, and their ongoing fight for equality.

Open Access BPO joins the LGBTQIA+ community in celebrating authenticity, acceptance, and love this #PrideMonth.

Let's all spread love in all of its forms! Happy Pride!

#WeSpeakYourLanguage
#PrideMonth #Pride2023
#OASpeaksWithPride
#OneWithDiversity
Open Access BPO
Open Access BPO6 days ago
#FlashbackFriday: Revisit an enlightening blog post that delves into the historic Stonewall Riots, a pivotal moment in #LGBTQIA+ history.

Let's honor those who paved the way for progress, sparking a movement that continues to inspire change today: https://buff.ly/3C9zdd8

#WeSpeakYourLanguage
#PrideMonth #InclusivityMatters
#PrideMonth #Pride2023 #PrideHistory
#OASpeaksWithPride #OneWithDiversity
Open Access BPO