For online businesses, the holy grail of happy and loyal customer-base becomes a sure shot with the integration of live chat support on website. With live chat support, access to instant contextual help is just a few keystrokes away for the customers. Given below are some of its other major benefits:
• with which customers can access service department at any hour of the day. Therefore, unlike telephonic or email assistance, there are no lengthy wait-times involved.
• Chat reps give each customer their undivided attention and the tracking component allows them to view browsing customers’ activity, and both of these factors
thus add to personalization.
• Proactive help is always present on a website as a chat window always opens up right at moment when a visitor lands on the webpage.
• Customers are never stalled for query resolution rather knowledgeable reps are always there to assist them within a matter of seconds, thus making this service ever more responsive.
• Not only is live chat service is 24/7 but it’s also multilingual where customers from different parts of the world can seek assistance in their native language.
• Live chats support isn’t just restricted to certain areas rather the support is global i.e. available for customers all across the globe.
• Behavioral targeting through the tracking component and availability of chat transcripts makes it easier for service reps to understand their customers better.
Taking into account the abovementioned elements, what transpires during customer interactions consequently leads to:
• Customer Satisfaction as no query is left unanswered instead the responses instant and solutions worthwhile.
• Customer Retention and Loyalty because when recalcitrance turns customers away, the expediency of instantly responsive live chat service makes them stick to a company.
• Customer Intimacy as personalization through tracking component lets companies create that sought-after proximity that customers invariably crave.
• Direct interaction through this channel, which is quite akin to IM, helps Engage Customers better.
• Better Marketing in today’s web-connected world. Good customer service leads to good word of mouth and consequently good reputation.
• Once the customers stick to a company because of better customer service and even spread a good word about it, the Competitive Edge and Pay-off for Business would certainly multiply.
• 24/7 presence of live help makes live support a reliable channel to fall back on hence adding to its Credibility.
• Knowing more about customers, instant responding to them, empathizing with them and making them feel special is what a Strong Customer-Vendor Rapport is all about, and live chat support fully enables these factors.