Everyone who has used live chat services will be aware of the benefits it offers. It is quick, convenient, less in your face, and perfect for instant communication when not using the phone.

Customers have started demanding more, and they have started expressing themselves if they are not happy with the service that you are providing. No customer is prepared to wait for long on hold or send an email or snail mail and wait for a response from a bank or company. They want things to happen faster, if not immediately. Also, imagine what would happen to a company that only had the traditional modes of customer communication. Amazon or Ebay would no longer be the trendy choices they are today if they did not have instant communication with a live chat tool. The use of 24/7 live chat agents backed by email and phone communication is what these companies have leveraged to become market leaders.

The need for real-time service within almost every industry has led to the modernisation that we see all around us, particularly concerning modes of communication. If banks were to depend only on phones to provide information, their phone lines would be jam-packed, and customers would probably struggle to keep track of their finances. This modernisation of businesses that deal with their customers in real-time has caused a boom in convenient, safe, efficient, and low effort modes of customer communication. Today 24×7 Live Chat agents are indispensable to all industries where fast customer service is essential.

Most customers today prefer the live chat tool as a means of communication. This has driven its growth dramatically. The beauty of a live chat service is that your consumers may pick and choose what they want to talk about. There are instances when a client does not require real-time assistance (for example, when learning new releases or features) or a brief query that a bot can answer more quickly and swiftly. However, if your plan calls for a specific sort of interaction, you may set up your chat system to direct consumers along a particular path.

Customers may engage with businesses using rich media like audio, video, and co-browsing. Agents can pick the best medium to transmit information quickly and easily with a sophisticated, contemporary live chat platform.

Live chat can manage high-touch engagements in various ways, from answering simple FAQs to processing purchases to technical troubleshooting and complicated dialogues.

Customers hate being asked to repeat information they’ve already supplied to a firm. With its extensible API, live chat can effortlessly integrate into any technological stack to take care of this. Chat provides your agents with a complete picture of the client interactions, allowing them to access data from your CRM, web analytics platform, prior contact history, and more.

As we transition from analogue to digital, businesses must evaluate how their channel mix fits into their consumer interaction strategy. Not only do companies require customer-friendly channels, but they also need channels that can enhance efficiency for them and the capacity to adapt to organisational development over time.

Give your business the LiveChat Agent advantage with us. Visit our website or call CALL TRACEY @1800 332 428 to experience the benefits that a professional Live Chat Service can bring to your organisation.

LiveChat Agent offers it all: it’s a modern engagement channel that meets today’s customer and business needs, as well as the ability to automate and use AI to provide scalable, intelligent customer interactions in the future.

Also Read: Why Your Sales Team Should Be Using Live Chat

• Author Details

Author Details

Tracey Horey

CEO of Live Chat Agent

Tracey Horey is a 20 year veteran of the Automotive industry and has been writing Automotive content and helping Dealerships optimise their digital space for over 15 years. Her experience working with various sized dealerships and her passion for exploring and understanding new tools for the auto industry has given her an in depth understanding of the challenges all dealerships face in a changing landscape.

accounts@livechatagent.com.au

1800 332 428