07 April 2015
How Business Live Chat Reduces Stress for Customer Service Teams
With products and services being more or less the same after a certain threshold level has been crossed, it's your customer service that helps you stand out and you can provide exceptional customer service with business live chat. The key to a great customer service is about being there when your customers are looking for and being accessible to them, possibly, all the time.
Conventional modes of communication such as telephone and email are great and nothing can undermine the contribution they make, but they lack the sense of immediacy that business live chat brings you. Aside from that, another problem while using telephone and email is that you can handle one enquiry at a time. This is not the case with business live chat. For example, the business live chat software from Click4Assistance lets you handle three customer queries simultaneously without any lag, in three different windows.
Customer service teams perform better with business live chat
Customer service is a stressful job especially when one constantly has to talk on phone and deal with a barrage of questions, many times from annoyed customers. Multiple people have to be kept on hold and after waiting a long time, most of them are irritable and it's your customer service team that has to face their ire.
Business live chat on the other hand can make the entire process of customer service highly manageable and peaceful. Just the fact that three chats can be controlled simultaneously reduces the load on your customer service team. This also means that few people have to wait (because there are always going to be people who want to use telephone).
When people type out their problems they're less stressful. This means your customer service people won't have to listen to shouts and infuriating voices. It's quite easy to shout on the phone because first, when you are talking you don't get much time to think and second, since you cannot see the reaction of the person on the other side, it is easier to be rude, uncouth and even insensitive.
Typing a question or a problem on the business live chat interface allows one to think before expressing. It also allows one to express thoughts clearly. There is no communication gap when using live chat for website because exactly what is being said is being written and is being read. Since all the transcripts are saved, one can always refer back to them in case there is a dispute. An email of every transcription can be emailed to the customer immediately.
Pre-prepared, canned responses is another great feature that can tremendously improve the performance of your customer service team. As you prepare a database of questions and queries that come from your customers, you can prepare canned responses for those questions and queries because unless the problem is really unique, the solution is going to be the same. So each time someone has the same problem your customer service team doesn't have to butt in because the solution can be immediately accessed by the customer having the problem.
Business live chat helps customer service teams improve performance
When you use real time chat software your customers get an opportunity to give immediate feedback on the sort of customer service they have gotten on your website. Normally this is not possible on phone and email. After every chat session the customer is given an option to give feedback about his or her experience with a customer service team member. Based on the feedback gained from your customers your customer service team can incorporate changes that may help your customers more in short-term and long-term.
Greater insight into customer dynamics with business live chat
It is possible to know more about the customer with business live chat which is not possible on phone and email. Our real time chat software starts tracking visitors as soon as they enter your website. So by the time your customer service team member begins to have a conversation with the visitor, he or she knows what pages the visitor has already gone through, how much time he or she has spent on particular pages, what search term he or she used if he or she came via a search engine, from which geographic location he or she has logged on to your website, and so on. This is valuable insight because in case of a problem, a highly targeted solution can be presented, providing greater satisfaction to your customers.
Customer service teams all over the world are deriving great results from our business live chat software and you can also try it for free to empower your own customer service team. All you have to do is download the installation files after registering, run the setup and you are ready to go.
Your customer service team doesn't have to be at a particular location in order to provide exceptional service to your customers. They don't even necessarily need computers and laptops because our real time chat software can be used across all mainstream devises such as smart phones and tablets (including computers and laptops, of course). Your customer service team members can log into the business live chat dashboard from their respective locations (all they need is an Internet connection) and start serving your customers from the word go. Our trial version comes with all the features of the Enterprise package.