live chat

Live chat or live support is an automated software technology that equips a company to connect with visitors to the company’s digital medium. It is generally implemented on particular pages of a company’s website. The pages displaying the live chat option are selected by the company.

Live chat acts as another channel in the customer service process of a company. It can be used by sales, marketing, and customer service teams to guide the website’s visitors regarding any assistance they might require. The visitor just needs to click on the chat option to start a chat. The respondent from the company’s side could either be a member of the customer support team or a chatbot.

For in-house requirements, live chat can be provided by commercial software products. Live chat can also be provided through application program interface calls (APIs) to an outsourced SaaS (software as a service) provider. Certain live chat software also has the feature of using AI (Artificial Intelligence) to provide automated interactions between the visitor and the company. These are also referred to as smart chatbots. These chatbots use NLP (Natural Language Processing) to interpret user’s queries and respond appropriately.

Customer service quality plays an important role in business. It is the company’s customer base which is responsible for sales, giving a word of mouth promotion can help in customer acquisition. Many companies ranging from big enterprises like major banks to small e-commerce stores provide live chat support on their websites.

Here is why every business big or small needs chart support services –

  • Cost-efficient – 
  1. A chat agent can easily handle multiple chats at the same time. It also allows options for chat distribution and utilization, reducing the need for more agents.
  2. It reduces wait time as compared to a call center and reduces help desk costs.
  • Increases Conversion – 

A positive live chat experience can increase the average order value. Studies show a 20% conversion rate increase after integrating live chat to the customer service process. Trained agents guiding the customer through the purchase is key to conversion rates. The agents can be provided with discount coupons to convince a customer of purchase. They can also recommend any additional purchases to the customer to increase the order value.

  • Quick Resolutions – 

Companies might already have many articles to help a customer find a solution to their problem. However, with live chat customer support, agents can easily walk a customer through the process they need to go through or answer any of their questions and assist them in anything else they require. Quick resolutions can make customer satisfaction levels go higher.

  • Saves time – 

Live chat can be used for customer support services or marketing purposes. Study based research shows that the average response time for customers requests on the social media platform is 10 hours and 12 hours over emails. The long waits can lead the customers away from the company. In comparison, live chats give instant responses.

  • Convenient approach- 

Live chat is more convenient for customers to use. Customers don’t have to take time out of their day to address their issues or to find out some specific information. They can simply use the live chat feature and get the required response.

  • Data collection – 

Live chat customer support services can be used to gain a lot of information. The stored chats contain key customer details and chat sessions with valuable information. The customers can also take part in surveys to rate their experience and offer feedback about the company.

Live chat customer service has many other benefits. The next question is whether to let live chat services of a company be outsourced or not. Here is a list of reasons why live chats should be outsourced –

  • Live chat is one of the many features that customer service providers offer.
  • The service providers understand business’ requirements and can adapt to their strategies and follow them accordingly.
  • Outsourcing customer service activities can free up time to focus on other business aspects.
  • Service providers have trained and experienced teams to enhance the customer service experience.
  • Outsourcing is more cost-efficient.
  • They also offer 24/7 services so you don’t lose out on any customers.

ExpertCallers has global experience in providing customer services. The company offers tactical and efficient live chat services that improve customer interaction and increased sales. ExpertCallers also offers many web chat services like Visitor initiated chat, Live operators and live chat, order processing queries, billing support, etc. ExpertCallers strives to support its clients by providing customized chat support services.