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.

Live Support Software Makes You Closer to Your Visitors Activities

Live support software offers a number of astonishing features, one of which is ‘real time traffic monitoring’. This unique feature enables you to closely observe visitors’ activities on your website. You can collect useful data about your visitors and can use it to bring improvements not only in contents of your website but also in your online customer service.

Keeping a constant track of visitors’ activities on your website is important for many reasons. It lets you analyze your popularity, your discrepancies and the rate of your progress.  Knowing visitors’ activities is also essential to analyze where you stand in the competitive online market. Above all, it gives you an insight on how to bring improvements in your website to gain more traffic and more conversions. How can you observe the activities of visitors on your website more accurately? You need to use latest website tools and technologies which could give you more precise results. One of the most reliable tools which can do wonders in observing your visitors on your website is live support software.

See how implementing this web-based chat application benefits in getting closer to your visitors’ activities.

Using the real-time traffic monitoring feature of live support service, you cannot only get closed to your site visitors; rather you can know about the traffic of different websites. You can know where your visitor has come from and how many times he/she has navigated through your website. Noticing visitors’ time spent on each page of your website, you can even know which of your web pages have been frequently visited and which are overlooked. You can even know the reasons behind your visitors’ varying tendency of using different pages.

The remarkable visitor tracking feature of live support software also lets you know on how particular visitor landed on your site, what geographical location he/she belongs to. You can even know what language a particular user speaks.  Taking advantage of website monitoring function of your live chat, you can observe daily and monthly traffic on your website, including page views and unique IP addresses. Providing all minute details, the unique feature of live chat enables you to know the type of browser and operating system used by your website visitors.

The website traffic monitoring tool of online support allows you to see which search engines are providing you traffic as well as most frequently used keywords to find your site.

Having a closer view of your visitors’ activities lets you bring improvements not only in your website contents but also in your online services. The data and statistics collected by traffic monitoring feature of live chat lets you know analyze your monthly and yearly progress. Keeping a continuous track of your website’s popularity as well as loopholes, you can make timely up-gradations to keep your business going even in tough marketing situations.

Undoubtedly, observing your visitors’ activities has never been as easy and accurate as it is now with real time traffic monitoring feature of live support software.