With the stiff competition among businesses nowadays, it is only crucial that companies find ways to stand out and be unique. Currently, many companies sell the same products and services. They come up with different promotions to attract new customers and boost up incentives to keep existing customers. However, at the end of the day, when companies are stripped off of their glossy advertisements and gimmicks, one thing remains constant and is the main reason why it thrives over the other – customer service.
Different businesses provide customer service in various ways. The most common and popular is customer service over the phone. Then, there’s email, chat and even social media (Facebook, Twitter, etc.). Lately however, one mode of communication is beginning to gain popularity among business owners. Live chat for business has been gaining momentum as the use of internet becomes more and more of a necessity rather than a luxury. People from all walks of life and of all ages are now using the internet to go about their daily lives.
Anyone can shop, study, watch movies, get in touch with friends and work out at the comfort of their own homes. At some point, they’ll have questions or encounter technical difficulties and what better way to get instant help than by clicking the chat option in the website that they are already in.
Live chat for business is slowly becoming a popular choice for many entrepreneurs because of the following reasons:
- Convenience. Chat gives the customer the liberty to do other things while waiting for a chat representative to reply to his inquiry. He doesn’t need to pick up a phone and sit through agonizing minutes navigating through an endless maze of automated instructions. He can get quick help at the tip of his fingers.
- Money. Yes, chat service saves business owners money while increasing their closed sales. How? Chat service has much lower average interaction costs versus time spent over the phone talking to customers. Chat also allows customer service representatives to multitask and handle multiple sessions at the same time. Since more customers are getting serviced, the likelihood of closing a sale is bigger.Live chat for business also helps convert more potential customers into actual customers. Chat service allows them to have immediate answers to their questions, making it easier for them to decide whether to get the service/product or not.
- Connection. Having an accessible support system like live chat gives a business a more human side. Knowing that they are able to get help whenever they need it can make the customers feel that they are valued and cared for.
Despite its obvious benefits to businesses, it is important to know first the pros and cons that come with live chat service. Below are some of them:
- Lost in translation. Chat communication relies on written or typed words. There are no foreign accents to decipher. Just straight conversation. There might be grammar and spelling errors but these are often checked and flagged by the agents’ mentors, superiors and even the system itself (autocorrect feature).
- Quick. Chat agents can multitask because they can respond right away. Canned responses are created and updated regularly. These scripts are ready for use. Slowly typing is no longer an obstacle in this service. Multiple sessions also equal to less wait times for the customers on queue.
- Stay relevant. Considering live chat for business is the best route to take if it means staying connected and popular among the younger generation who live and breathe the internet these days.
- Documented. Most of the chat conversations have transcripts that are readily available for evaluation. This makes it easier to look for strengths and areas of opportunities that will help businesses improve their processes and customer service policies.
- No feelings involved. Chat obviously does not have the “voice” factor. Therefore, a customer will not know the agent’s tone. The tone of the voice most often sets the mood of the conversation. Without that, it will be challenging to show someone care and empathy unless they show these emotions in written words.
- No internet, no contact. If internet is down, customers won’t be able to go online and get help. Landline phones can be used whether there is power or not.
- Multitasking can be confusing. It can be a challenge to talk to three different customers, each with different issues. Agents who are on multiple sessions are more prone to errors and misinformation.