Live chat support allows customers to have a conversation with the support teams in real-time. Using live chat software on your company’s website can help in clearing your customer’s queries.
Live chat/chatbot is that proactive chat window that greets you once you enter a site. Due to their ever-increasing demand, it's not hard to find them nowadays. Clicking on them connects you with an AI (Artificial Intelligence) chatbot which is trained to answer all your queries in real-time. Live chat software provides you with an added bonus of having an agent as a fall back for all the conversations. This allows the chatbot to resolve primary queries and pass on the conversion to a live agent for complex issues if the need arrives.
Live chat support is particularly important to keep your customers engaged and happy. No customers like waiting to receive a response to their query. As per a survey, customers prefer receiving a reply to their query in under 5 minutes.
Live chat windows are strategically placed throughout the website to help your customers in their journey. It's a fast and effective way to start a conversation and to provide a seamless customer experience. It also comes in handy for those customers who don't have a lot of time to surf through your website. They can use your live chat platform to reach their destination. Since most of the customers prefer typing than being on call, live chat is much more preferable to them.
Customers also prefer live chat over emails, because live chat conversations are more casual when compared to emails; another reason is the immediacy of the response. Due to all these reasons having live chat support is preferable to your customers.
Live chat support helps businesses provide good customer support and meet service level agreements. It includes reducing waiting time, starting conversations, solving customer queries, etc.
Additionally, the ROI of having a live chat platform is immense. Which makes it a preferred choice for a lot of businesses.
Customers look for quick responses from your team. If the volumes are more than the team can handle, the response time would be affected. This would lead to an unsatisfactory customer experience. Having a live chat platform would help in keeping track of the incoming queries, and act only when needed. This helps in maintaining a balance and works as a solution where everyone benefits from it.
Handling more than 3 customers at the same time might get exceedingly difficult for your agents. It might affect their service quality as well.
Having a live chat software allows you to set the maximum number of chats an agent can handle at a time. This helps in increasing the efficiency of your agents, thus improving the service quality of your business.
Live chat is a more conversational platform due to its authenticity and informality. This makes customers feel comfortable and satisfied.
Messaging apps such as WhatsApp, and Insta DM's acts like a support channel for your business, but it’s important to understand the difference. The primary difference is the time it takes to resolve an issue. Live chat is a session-based platform, communication ends only when the problem is resolved. The only problem here is the communication history isn't available for the customer. One good thing to solve this issue is that the agent can make notes from the communication with the client which would help in future communications.
Messaging on the other hand has continuity to it. Since it happens on a 3rd party channel, the entire history stays visible for both parties.
Chats and messaging are both equally important for businesses to provide omnichannel support, but the current developments in AI and chatbots enable the companies to provide live chat/chatbot support even on multiple channels. This solves a lot of problems for businesses and makes them a go-to choice to provide a seamless customer experience.
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