4 Interesting Ways Live Chat Agents Can Improve a Business

Consumers expect fast, convenient service from online vendors. It’s a major factor in the appeal of internet shopping. You can buy what you want, whenever you want. Customer service issues can cause a snag in the process, especially when the customer wants to speak to a human and can only reach the FAQs page or a chatbot. That’s why live chat agents offer such an advantage for your business. They enhance your online service, help you retain customers, and attract new ones.

1- Offers Convenience

Offering live chat support allows customers to resolve their issues without delay. They can ask for assistance and receive solutions in minutes instead of hours or days. Without live chat, some consumers simply give up and take their business to competitors who offer prompt human assistance.

2- Reduces Repetition

Customers often complain that they have to repeat their issues over and over again until the company resolves their issues. Live chat software keeps a transcript of the interaction so that the chat agent doesn’t have to ask the same questions. For instance, your website may offer a chatbot experience but allow the customer to chat with a live agent if they wish. The customer transcript goes to the live agent so they do not have to start over.

3- Streamlines the Process

Live chat agents reduce “handling time” for consumers. People have become accustomed to quick service. A wait of just a few minutes may seem unacceptable to those who yearn for instant gratification. Research shows that live chat often decreases consumer wait times. They do not have to wait through lengthy phone holds for an answer to a basic question. Instead, they can have a quick interaction with a live agent who also handles their follow-up questions. Consumers can get the information they need in minutes with no other interactions being necessary.

4- Edges the Competition

Many consumers are computer savvy and prefer to do business over the Internet. They yearn for a seamless experience that does not require follow-up actions. Businesses with a live chat option give them what they want. As a result, they may avoid companies that require phone calls or emails to resolve issues. Those communication types can take days to complete.

Live chat is easy to access and often provides a more satisfying service than other communication channels. Consumers are often multi-tasking on their computers or tablets. Using a live chat option fits more easily into their workday.

Live Chat is the Answer

Your company will benefit by adopting live chat. Consumers become frustrated when they cannot quickly reach a human to get answers about products or services. Phone customer service is often slow, requiring multiple transfers to get to the right department. Email can take days to resolve issues or provide product information.

Offering your customers live chat is always a smart move. It makes them feel valued and is less confusing than other forms of customer service. Live chat agents also eliminate the infuriating search for email addresses or phone numbers. Consumers can simply click on the live chat window and immediately get the answers they seek.