Why brands should have a live chat feature as a support channel

live chat

With how fast-paced society has become these days, it is only appropriate to expect on-point solutions and answers to one’s queries through a live chat feature. Be it a multinational company website or a start-up social channel, the customers almost always expect the quickest way to connect with the brand. They do not want to write emails, make calls, or read wordy articles just to get their issue addressed. They want brands to give them quick responses without any sort of slack.

This is where live chat comes in. A live chat feature, previously quite underrated if you ask us, is going to be one of the most widely used features of the future. While calls and emails can be a little intimidating at times, the live chat feature can provide a prompt way to answer customer queries.

If you think that the live chat feature is too old school to use then hang in there as by the end of this article you will be convinced to have it on your channels!

So, let’s get right to it:

Highly convenient

One of the most straightforward benefits of having a live chat feature is the convenience that comes with it. Customers do not have to reach out to you through other ways when live chat is available. whenever they visit your website or any other online channel for that matter, they will see a live chat feature they can easily interact with. The live chat feature makes them feel like the brand is always available to support them on the other side.

The live chat feature comes with quick questions that can range from general frequently asked questions to more specific ones. Customers or the audience get to simply pick the question without having to type it all. How convenient is that now! It allows them to easily find what they are looking for instead of having to wait for emails or calls to get responded to.

Higher customer satisfaction rate

Yes, believe it or not, it is certainly true.  eDigital Customer Service Benchmark survey mentions that live chat has higher customer satisfaction rates than every other support channel. One of the reasons as to why live chat trumps call support is not having to repeat the problem over and over again.

Many times or shall we say most of the times, the customer support representative that you get connected to transfers the call. There, the customers have to explain their issues all over again. This can be quite frustrating. Imagine not having the issue resolved after having to explain it to multiple people! Infuriating, right?

Customers do not have to go through that with the live chat feature. They can either find their query sitting there in the chatbox or type it. The most appropriate answer would be given to them without beating around the bush. As for the emails, almost a similar thing applies. Customers are required to wait and nobody likes to wait much.

Saves time

You saw this one coming, didn’t you? Live chat feature can save the company as well as the customers tons of their precious time. For the customers, it is one of the quickest ways to connect with the company. No calls or emails to wait for. They drop in their query and get answered just like that. Having a support feature that saves customer’s time is a bonus for the company. It increases the customers’ trustworthiness in the brand. The customers feel heard and value. That is essentially the goal of every company.

As for the company, customer support does not need to be present 24/7. The automated messages are there to facilitate the customers. Moreover, the customer representatives also do not have to answer the same frequently asked questions again and again. This saves heaps of their time as well.

Summing up

A live chat feature can be a huge asset for your company. It can make your customer support department more productive while saving a lot of their time. Further, what can be better than having satisfied customers at the end of the day?

Keep watching this space for more insightful content. Until then, it is a wrap from us!

Why brands should have a live chat feature as a support channel

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