06 January 2014
Can Your Company Afford Not To Invest in Website Chat Software?
There are a variety of customer service options available to today’s businesses, with one of the more recently developed being website chat software.
How, though, can our unique customer service technology benefit today’s business world?
It offers a convenience for customers
One of the things that consumers have always largely disliked about service is the waiting. Typically, putting a call through to a call centre can lead to queues, unclear lines and (worst of all) hold music. A live chat system takes away the latter two, and can substantially reduce the third. All conversations are clearly displayed (customers can refer back to earlier transcripts if they need to), queue times are often much shorter than those in a traditional telephony centre, and customers can multi-task whilst continuing to chat. Indeed, a recent survey showed that 44% of online customers thought that having questions answered by a live person during an online purchase was one of the most important features that a website could offer.
It's often cheaper for the company
In these days of financial austerity, anything that helps a company offer the same service but at a lower cost to them is invaluable. Live chat software can do exactly that. Typically, it lowers the cost of the average interaction between customer and staff, and also allows live chat representatives to handle multiple chats at the same time, drastically improving efficiency. (And, linking in with the above point, it also cuts down on the customer waiting time).
Live chat can increase sales
The object of any customer service system is, of course, to increase profits. A study in Forbes magazine showed that the installation of a live chat system had led to both higher customer satisfaction scores as well as a double digit increase in converted leads. There are a variety of reasons for this, with one of the most obvious being that if, at any point, the customer has a question about the sale, they'll be able to have it answered immediately.
It sets a company apart
Currently, there are still many businesses in the world yet to invest in website chat software. This gives a company the chance to get the edge on their competition. It's also worth remembering the fact that more and more people are now conducting their shopping online, with almost no limit as to the industry. To invest in a live chat system is to set your company apart from hundreds of others in the same sector.
It taps into customer pain points
A 'pain point' in business terms is a frustration or need that a customer has that has yet to be fulfilled. Live chat gives companies the chance to access these pain points directly; customers are likely to state if they have any concerns about a product (such as how it might perform, or if it could be sold a little bit cheaper), and the sales representatives can ease these concerns straight away. As well as helping to make the sale itself, this can also enable companies to legitimately improve their processes by taking on any pieces of feedback that are regularly voiced.
Live chat remains one of the most exciting positive additions to any company’s customer service arsenal, and is worth serious consideration! Contact Click4Assistance for more information on our website chat software packages.