Bot or Real Person Chat?
In this fast-paced, digital world, customers appreciate a fast response to questions they may have. Answering questions immediately is one of the best things you can do for them, which is why many companies have installed a chat function on their websites. This way, browsers can get questions and inquiries answered right there on the page. According to Getvoip, “Chatbots increase agent efficiency, provide speedy answers, and can even make product recommendations. However, live chat offers a more personalized approach to customer service, making buyers feel more valued and understood.”
What is Live Chat?
Hubspot states, “live chat is a tool that connects customers with actual, human support representatives. This allows your users to resolve issues in real-time. Using life chat, customers can get answers quickly. They’ll spend less time waiting to find a solution or sifting through a knowledge base on your website.” Live chat can be an incredibly beneficial tool to ensure your customers are getting the attention and time they require. In the service industry, having an individual online that can answer tough questions not listened on your FAQ page is an amazing way to show your customer base you are there for all their needs.
According to Freshworks, “a human agent behind a live chat can not only pull up customer data anytime and offer customized messages to each customer, but they are also able to have human conversations with customers and empathize in a very real way.” Personalization is especially important when a customer is agitated or upset. Having a live person chatting with them can help them recognize your company values their time, money, and concerns.
Will Live Chat Work Best for My Business?
Knowing your business's goals and needs is pivotal to coordinating how many customer service representatives you may need. Getvoip says, “Most experienced support agents can handle 3-4 chats at once while giving helpful answers and keeping their contact resolution times low. Startups or smaller businesses with a low daily call volume could probably get by with a single representative (at least, until they decide to scale up). Local businesses with customers in the same time zone may also be able to handle support through live chat alone.”
At the end of the day, customer satisfaction is the main priority. Contact Custom Marketing Solutions today for more information on how we can help with customer support for your business.