12 March 2015
Is Website Chat Software Customer Service 2.0?
An inevitable consequence of the growth of the internet has been a de-personalisation within customer service operations. While in some ways this has promoted self-service and faster processing of transactions, it has also created difficulties for brands as a result of a loss in human interaction.
Where some brands built themselves up many years ago on customer service and friendliness, many have struggled to translate this into an effective strategy in the digital age.
The growth of social media has once again created a new era online
Suddenly, as a result of people interacting online with each other, brands and online businesses have been able to do just the same. Many brands now run effective customer service backup via social media and are keen to be portrayed positively at all times. Brands now seem to care much more than they did 7 or 8 years ago when everything seemed to be heading for anonymous self-service.
This change has been cause by the expectations we now hold for our online brands. Web 2.0 created the ability to interact and began to put the concept of relationship into the internet. Social media has played a part in putting relationships back into our relationships with brands that we use.
A key and growing part of this renewed vigour for customer service is website chat software.
Recognising a growing frustration with long call waits and a desire to avoid negative feedback on social media
Big businesses have turned to website chat software to provide an instant connection between company and customer. This is proving positive for businesses and extremely positive for customers.
Another big driver behind this is the ever growing use of mobile devices for ecommerce – whether that be shopping, banking, insurance or account handling. Users want information fast and many now don’t want to suffer the long call wait to get a query answered. Website chat software is the perfect answer to this – an instant chat connection to a customer service agent, usually with little or no call wait and an answer immediately available without even breaking a browser session. Perfect customer service and with the most important element available again – a real human.
Website chat software is set to grow and is now firmly established as the next phase of customer service online. If you’d like to find out how effective customer service can be provided by website chat software, contact Click4Assistance. Click here for further information