Website chat software has been shown to increase levels of satisfaction for businesses after implementation as well as reduce overall business costs. Even though online businesses probably have lower levels of customer interaction than purely offline businesses, the need for good customer service has never diminished and is now seen as a key battleground even for estores.

The key point for estores has been how to fill a customer service void at a cost-effective level.  Self-service has always been a difficulty for customers, even online, but live chat software has grown into the perfect solution for both internet stores and customers seeking good service and fast response times.  With website chat software now growing and replacing traditional forms of customer service in some cases, the operating costs for businesses deploying it are now falling.

Live chat software is the natural development for online customer service as the generation of teens that grew up using MSN Messenger, Yahoo Messenger and AOL reach adulthood. 

The opportunity to chat online prior to a product purchase either at a personal level or in business is seen as a natural progression.

Businesses that have been early adopters of website chat software as an integral part of their customer service strategy are now seeing overall costs falling in terms of required services as website chat software is proving extremely popular with customers within the B2B and B2C markets alike.

One of the key strategies within this development has simply been to make live chat on website more prominent within the customer service pages.  Whereas customers traditionally searched for a telephone number they have been just as keen to adopt a live chat session to seek instant answers at no cost to them.  It has suited both parties as costs for businesses have fallen due to bigger take up.

Website chat software can also serve as an excellent analytics tool for businesses - reducing costs in this area with feedback from live chat sessions readily improving a business’ product portfolio and website architecture.  This has proved to be an invaluable source of information that would otherwise have gone untapped.  Live chat sessions are easily logged and can be easily sourced for this purpose.

Click4Assistance has been providing website chat software to businesses in the UK since 2004

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