All it took was just 3 minutes.

This was the second time I had ordered from the same online retailer and didn’t receive the order.

Three options were given by the support website – phone call, email and live chat.

A phone call seemed quicker, but I was not in the mood to talk to anybody. In fact, I never feel like talking over the phone. Email would be slow. The chat option felt comfortable.

I typed my frustrations into the chatbox, gave a ton of information about the problem, and waited.

It felt like the chat agent was patiently listening to my issues, and then a message appeared through which the agent politely pointed out there was some error in my ordering and took me through the steps to correct it.

All it took was just 3 minutes.

In the end, it made me happy!

Unlike the popular belief that customer support has died, customer support need not be a painful experience for both customers and your support team. A satisfactory experience is not hard to find when you have a customer live chat service on your website.

In addition to improving customer support experience, live chat can enhance agent productivity, help you with business insights and help with branding.

Let’s take a sneak peek into making customers happy through live chat support.

Improves Customer Experience

“Getting answers immediately” is the number one reason why customers prefer live chat. The live chat tool services give customers a way to reach you when they have questions or problems they can’t solve. This is much easier and comfortable than an email or a phone call.

This immediacy directly translates to improved resolution time which is an important metric in measuring the accuracy of customer service. Live chat assures quick response to customer queries reducing queue time and improving resolution time.

Smoother Customer Acquisition and Onboarding

You need to convert your potential customers, want them to spend money purchasing from your website, need them to use your product or service. Live chat is a great way to connect with your site visitors and give them the confidence they need to become your customer.

Live chat enables you to be available when the prospective customer wants you the most. This enables you to build trust. Even if your customer doesn’t talk right then and there, being available is a great incentive for people to come back to you.

Builds Rapport with Customers

An experienced live chat agent observes the tone and sentiment in a customer’s text and adjusts the conversation style to suit the situation. This way an agent can quickly build rapport and establish a friendly relationship.

A customer live chat service often brings out the agent’s personality in a more authentic way so that they are able to build a helpful relationship with your customers.

Reduces Repetition for Customers

Customers expect an agent to know their details of support history and product information without asking them. Nobody likes to explain the issue over and over again. While chatting with the customer, an agent can review other details of the purchase or the customer information they have access to.

Some live chat tools even let the agent share a screen with the customer to help them better understand the process or directions making things clear for the customer.

Enhances Customer Engagement

With the live chat tool services available, you will likely encounter an increase in customer interactions. Some customers will switch to live chat instead of phone or email. Some customers will realise they can use chat to get help instead of giving up on your product.

Enhanced customer engagement gives you a chance to make a good impression and gives the customer a reason to stick around.

Happy Customers Through Live Chat

Customers are getting more and more comfortable with the live chat tool services. They not only prefer it but expect it too. It also provides you with an edge over your competitors and becomes a crucial tool in connecting with your customers. It becomes a reason for your customers to return to your website.

When they experience a good time with a customer support incidence, more people are willing to share it. Businesses can use that to their advantage and create a stellar experience that everyone wants to talk about.

• 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