This is an extensive guide to live chat & customer experience
The comprehensive study will help you learn:
• How live chat is revolutionizing CX
• How live chat is different from other tools
• Which live chat solution is best for your business
Mr . Jones wants to know his order’s status with company X. He is not very comfortable expressing himself over the phone. He also doesn’t want to have email customer support due to long wait times. Instead, he initiates a conversation through the company’s live chat tool – InfiBOT:
Where in-store footfall is decreasing, customers are looking forward to online business support. And live chat software is the magic trick a business needs to increase lead capture and website conversion by 3X. Below-mentioned few stats on the success of live hat back the fact that it’s imperative to have live chat solution for your business.
Today’s live chat solutions have come a long way from the “Talkomatic” of 1973, widely considered the world’s first chat room app. But before you invest in one, it might be useful to be more aware of the different types that are currently available.
Some businesses still haven’t started with a compelling live chat solution. Here’s what will make you understand the real need for having a live chat software for your contact center
Regardless of your specific use case, your live chat solution must incorporate these essential features.
The #1 factor in delivering a great CX is not delighting customers, but reducing their efforts.
–Harvard Business Review
It can be a bit overwhelming to choose the best live chat software for your business. However, as with any other enterprise software, the best way to start is by first defining your requirements and key use case(s) to guide your research and decision-making. Then you can begin to evaluate different options based on these must-have factors:
So if your contact center is still stuck on old-fashioned voice and email support, or worse – website forms – you should consider expanding your omnichannel framework by adding a live chat feature to your business website.
Here, you have two options: live chat through chatbots and human agents.
Q: So which one should you choose?
Here’s why both are effective.
As we have already seen, live chat offers numerous benefits that can strengthen your omnichannel contact center. Here are some best practices that can help you extract the maximum ROI from your live chat implementation.
When your live chat script includes the right words and phrases, you can move past simply resolving your customer’s queries. You can even close more sales, boost profits, deliver memorable customer experiences, and create happy customers and loyal fans.
Over the years, live chat has evolved into time-tested customer support, lead generation and sales tool. It provides a wonderful way to communicate with customers, nurture meaningful, long-term relationships with them, and improve their user experiences with your brand. Live chat is also beneficial for your organization since it can help you qualify leads faster, boost your conversions, and generate more revenues. We hope this guide has convinced you that live chat can add immense value to your omnichannel contact center!