Every company wants to be well known to the public and to obtain a wide customer base. One of the key solutions in attaining this is to have an effective customer service department. Customer service comes in different forms. Visible to most people are employees behind help desks ready to be of service to customers. Other known types of customer service include voice or phone-based customer service and online chat service. With the latest advancements in technology, ways of providing customer service have become easier and more convenient for both client and employee. Oftentimes considered as the most effective type of customer service, chat service is highly recommended for most companies. There are numerous reasons as to why many businesses go for this option. Discussed in this article are a few reasons why.
First of all, online chat support allows better work progress. Chat operators can multitask and handle a number of clients at one time, compared to voice customer service wherein clients are attended to one at a time. Operators are trained to juggle between 3-4 customers for complex service issues and can even handle up to 10 clients for simpler queries. Online chat support also provides clients with a shorter waiting time. No holds, transfers and delays are likely to occur since assistance can come instantly as it just a click away.
Another benefit of having an online chat service is the quality of service it provides. Advancements such as real-time monitoring of a visitor’s activity on the website can be viewed by the agent, which becomes a tool in providing better service to the client. Being able to see the client’s visited pages and viewing the current page they’re on allows the agent to pinpoint what kind of queries the client would most likely have. This also allows the agent to expound more on the services or products they have based on the client’s interest on them. Another good thing about chat software is that it allows file transfers of pictures or screenshots to support the conversation between client and agent and allow better understanding. This also enables the client’s problems and inquiries to be resolved quickly which significantly results to a reduced handling time for each client. The faster an agent solves a single customer’s problem, the quicker they get to accommodate more clients.
Customer satisfaction, a goal many companies would like to achieve, is said to be high with chat service. There is no mystery behind its high statistics as chat support services provide two of the most substantial things customers value: speed and effectiveness. Chatting, particularly in social media sites and cellphone applications, is usually done between friends and relatives. Online chat support, therefore, provides customers with an informal approach in reaching out to them and providing them with what they need, at no expense at all regardless if they were to avail the company’s services or not. This casual setting allows the customers to somehow feel emotionally involved and would most likely remember the experience. Loyal customers are formed in this process. Because of the ease and convenience of chat services, clients are encouraged to keep coming back to the company’s website for further clarifications they might have and other queries as well.
Lastly, online chat support is economical as it requires less resources compared to phone based services in call centers. Basically, all an online chat agent needs is a computer with internet connection to start working. This significantly decreases the company’s funds for employee training, maintenance and other resources. For businesses looking into enhancing their customer service, the best solution is to have a chat service operation in their company’s website. Beneficial in both ways for the customers and the company, watch as the company’s customer base flourishes with the remarkable outcomes provided by chat services.