In today’s world, Americans do not have time to spend a long time over the phone to obtain assistance when having an inquiry about a certain product or service, Must of the population in the USA has a smartphone, different studies indicate that over 85% of the Americans own a smartphone.
https://www.pewresearch.org/internet/fact-sheet/mobile/#mobile-phone-ownership-over-time
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Why are Live Chat Support important?
It is important to have chat support in customer service as assisting customers in their channel of choice provides satisfaction for them. Live chat support services provide a personalized experience and it makes companies get closer to their customers.
It is important to have Live chat support embedded into your website or use the live chat support included on the social media applications so that customers can feel real-time support and do not feel that companies do not help their customers and it demonstrates that the company cares about the satisfaction and loyalty of their customers. Having live chat support exceeds the customer's expectations as a customer is no longer a volunteer to keep waiting long periods to speak to an agent.
Benefits of using live chat support
Real-time answers
, it is useful to help as many customers as possible so everyone can be assisted without waiting hours, Live chat support is a great strategy to handle a significant amount of conversations simultaneously, Our agents in Empire Outsourcing can manage up to 4 chats conversations at the same time which make it effective in our business strategy.
Lead Generation, using live chat support is the perfect strategy to get leads. since an email and name are required when using a live chat, all these data can be collected for future marketing and follow-ups.
A fluent conversation is a benefit of having a live chat, many customers are always looking to interact with a real person so that their concerns are handled as soon as possible. In our experience, many consumers do not like to interact with a chatbot because chatbots do not address their concerns and it is very robotic.
Sales closing is one of the most important benefits of live chat support. If you have an E-commerce, I´m sure that you have wondered why there are many orders in the check-out stage or many orders just posing in the shopping cart. According to Statista, many digital buyers abandon shopping carts due to the following reasons.
All of the reasons above can be easily addressed by having live chat support where an agent can answer and have the opportunity to upsell the products or services offered by the company, this will prevent shopping cart abandonment by addressing customers' concerns immediately.
Increase answer efficiency. Live chat support is fast and better than phone support because it allows agents to share files and media like images, videos, graphics, and others. Sharing media files is beneficial for both parties when providing support because sometimes it's easy to explain a topic with images and consumers can understand easily.
Low service costs, live chat support usually are low cost, most of the chat supports are acquired by purchasing an initial license or having a developer integrate a chat in our website or app.
Live chat allows customers to multi-task, customers can do many things while waiting for support, like work, homework, and just chill out watching Disney Plus, HBO max, Netflix, Amazon prime video, youtube.
Live chat conversations can be saved for future reference. Customers get the option to save an email transcript of the live chat conversation in case they come across the issue again.
Outsourcing your live chat support can make a world of distinction to your business. You can request 24/7 support if necessary. Empire Outsourcing provides 24/7 support in the Spanish and English Languages.