Does your business offer a live chat answering service for your customers? If not, it’s a service you should consider offering. Businesses that offer chat customer service improve customer relations and customer loyalty, and in turn, earn more business. Check out the benefits of adding this service in addition to regular phone answering service.
Live Chat Is Cheaper
How much do you pay for phone support each year? Did you know that live chat options cost no more than a normal email service and is much cheaper than phone support? Even if it’s your in-house staff answering the phones, live chat is beneficial because it allows the opportunity to multi-task. You get more for your money.
According to a study by the American Marketing Association, sales conversion rates increase as much as 20% when live chat is used. When it comes to generating leads and getting sales, the same study shows that live chat is quite useful.
Improved Customer Service
Live chat allows for more than one customer to be served at one time by one person than when using a remote answering service that only takes phone calls. When your customers get their answers faster and don’t have to stay on hold, it improves customer loyalty. Also, like your employees, your customers can multi-task while chatting. They can get more done with less time invested.
Better Problem Solving
Have you ever had an issue and struggled to explain the problem during a phone call? Have you ever thought it would be so much easier to show the person what you’re talking about? When your customers have problems with an order or service, they’re likely thinking this same thing. With some live chat software, your customer service reps have the ability to share screens with the customers. This makes it easier for the customer to understand what’s going on and to explain their problem better. Live chat makes problem solving easier.
If you’re looking for way to improve your customer service, consider the benefits that a chat answering service offers. Don’t forget to ask questions about fee structure and data collection because the points matter when hiring a service. The chat service is only convenient when it benefits both you and the customer.