From the beginning of time, the essence of communication is to reduce the problem of friction. Humans always try to find better and more effective ways to communicate and connect. We evolved from snail mail to texting, phone calls, emails, snapchats, and so on.
Chatting live on site is a feature that has long existed along with the creation of websites. Many customer services utilized it for years before they evolved to using bots. And till this day, this tool became an integrale part of the customer relationship management that all almost all marketers have.
Customers today don’t want something boring, they need something engaging, and they ask for it when things are not straightforward for marketers. So, the dream of any CMO is a software that can easily connect buyers, marketers, and salespersons.
Well, of course, chatting live is thrilling; however, it can’t help you realize the need for speed that your customers desire.
We can’t dispute the fact that live chats help you to connect with customers, leads, and your prospects quickly. However, they are not concerned about the speed with which you say hi, how may I help you? They are more concerned about how quickly you can solve their problems.
Most systems have a problem with speed, and not that of software. You can’t solve customer problems with a tool; it is all about how much you integrate the sources of information your employees use to answer your customers and leads. That is what determines the speed you use to solve a customer’s problem. Live chat is one of such sources you can provide; however, many businesses fail to adopt other sources aside from live chat.
How Does Live Chat Work?
Live chat operates by using instant messaging to bring web visitors together with a company representative. Leads, prospects and customers get solutions to problems by merely clicking on the link provided, and then speaking directly to an employee. The ease and speed make live chat an engaging and attractive channel to communicate for business owners and their customers.
You install live chat software in the structure of the website’s HTML. It then shows a link or icon on your webpages which directs you to a chat browser when you click on it. You can easily customize where you want the icon to appear on your chat widget.
Benefits of Adopting Live Chat:
1. Omni-Channel Experience
I believe when a customer visits your site, you would want to keep them engaged as much as possible. But in a case where they have to log off or are redirected to another page so they can email or call your support team, there is the possibility that they may never return to they pay they had left. It doesn’t matter if your customer service is excellent, you will ultimately lose some potential customers or old customers if they have to go through such a process to get to your agent. You need to utilize Omni-Channel Marketing to save the potential customers.
2. Reduced Average Handling Time
Live chat serves as an intermediary between communicating via email and phone calls. The only way customers can wait on hold for a response to a simple problem or ask follow-up questions is if they understand how your agent responds. So, your average handling time will drop if we use email automation to directly effectively connect to customers.
3. Automation Opportunities
You can easily integrate live chat with other tools you use because it is inserted right into the codes of your website. The tools like sales automation are necessary for the automating functions needed for your service reps to develop a more engaging and exciting customer communication experience.
4. Case Distribution
When your customers begin to adapt to your new chat channel, there will be a reduction in your phone and email queue’s case volume. It happens because your customers now know the particular communication medium that best suits they enquire they desire to make.