Live Chat: Enhancing Customer Satisfaction while Reducing Costs

Live chat has the ability to increase customer satisfaction while simultaneously reducing occurring costs. The demand for good customer service is continuously on the rise. Offering high quality customer services while proposing acceptable rates is becoming the biggest challenge for the companies. Companies are proposing their clients customer service through telephone which is  building on the incurring costs because telephone services are expensive. This is why companies are turning towards live chat support. It is proving to be highly effective and is showing a lot of potential. 

By making a live chat button more noticeable than a helpline number, you will automatically drive customers towards using the live chat option. Making the helpline apparent will want customers to use it but if the live chat button is available on every page, it is more likely that it will be used more often as compared to the phone line.

Most companies use the live chat support option first as a sales tool, putting it into deployment at crucial moments can many clients for you. For example, when a customer is taking a lot of time on the checkout page and looks like he could use some assistance before it is too late, you can offer assistance before he ends up abandoning his cart. Live chat software is being used both as a sales tool as well as a customer service tool aiming to satisfy its customers to the fullest.

When a chat is initiated, customers are greeted my chat operators who are trained to reply with relevant responses which are supposed to be used both as a selling and helping tool. Also, there is another way live chat support can be both a sales and customer service tool. If one uses the live chat tool as part of the customer analytics system, it is capable of producing customer profiles based on their shopping patterns, page history, and chats monitored in the past live chat sessions. So, when a client returns with more business, the record of that client can be pulled up and assistance can be given. Also, offers can be made based on the customer’s previous purchases; such as coupons.

The analytics system can also be used as a merchandising researching tool. Finding out what is in high demand by the customers can help to determine what to sell and what not to sell on your online retail business.

Chat operators, since they are capable of multitasking, can tend to multiple clients at once. This reduces the time spent waiting by clients. Costs are reduced since one chat operator is deployed to 4-6 chats. This is very cost efficient when we compare it with call center operators.

 
In conclusion, live chat is helping businesses in more ways than one. The same tool is helping to improve online retail businesses. All this is being done while keeping the costs incurred at check.