Live chat customer service is taking customer satisfaction to the next level and threatening the primary methods of phone calls and emails. While live chat support services might be a relatively new invention, they’re quickly becoming an option that customers expect.
Read on to learn more about how they work and how you can benefit from outsourcing live chat agents to help with your customer service needs.
How Do Live Customer Support Chats Work?
Live chat customer service gives your customers an easy way to chat with a live agent for support. The customer simply navigates to your website and clicks the chat button. From there, a chat feature opens where users can directly type their questions that are sent to an agent to answer in real-time.
Many live chat program vendors provide quality support to your customers at an affordable subscription cost. Adding the tool is as easy as copying and pasting the code into your website’s backend, and your live chat box will appear on the page once you publish.
Live Chat Support Services
Live chat support services include handling simple customer support inquiries, like basic purchase questions, newsletter sign ups, and tracking information. They can also provide your customers with in-depth support, including sharing details about your personalized services, making product recommendations, and assisting with recurring problems.
The Benefits of Outsourcing Live Chat Agents
While the technology is relatively new for call centers, there are many benefits of outsourcing live chat agents to handle your customer services needs:
Gives You a Competitive Advantage
If you implement live chat on your website, you’re ahead of the pack and leading the charge in better customer service methods. Outsourcing live chat agents lets you provide 24/7 service support, a luxury few businesses can offer. It also improves customer loyalty by reassuring them that someone representing your brand is always available to help.
Cost-Effective
Setting up phone and email systems to handle customer support takes time and money—which you won’t need to spend with live chat support services to provide your customers with a great experience. Agents can handle multiple inquiries at a time, as well as use canned reply options to rapidly send out solutions to common problems. That way, they can focus their efforts and maximize their paid time on more complicated issues.
Helps Prevent Cart Abandonment
When customers reach the shipping and delivery stage of checkout, they may be confronted with information and prices that vary by location. The confusion can drive some to give up and abandon their cart. Instead of leaving customers to find that out on their own, they can reach out to a live chat agent for clear answers in minutes—and give you one more sale.
Personalizes Your Brand
Live chat features let you expand your brand with a customizable window. Not only can you change its colors to match yours, you can add agent names and images to create a personable experience for customers. The tools even come with smart routing modes, so a customer can be connected to the same live chat agent each time to deepen the relationship.
Improves Customer Satisfaction
Live chat is fast, free for the customer, and combines email and phone support into one platform. Customers can attach media files to illustrate issues, as well as enjoy anonymity so they can feel comfortable speaking directly. Agents on live chat support teams also ensure their conversations flow naturally to mimic talking with a person in real-time.
Multichannel contact centers use live chat customer service solutions to offer in-depth support to multiple customers at once.
An Experienced Live Chat Customer Service Provider
ListenTrust is an experienced nearshore contact center with the technical skills to ensure your live chat support is the best it can be. We listen to your customers, provide solutions, and earn their trust—even in chat messages. And as a contact center that operates 24/7/365, your customers can rest assured that there’s always someone available to help. Contact us today to learn more about live chat customer service solutions.