Live chat software are a win-win!
Published on 11 April 17
Katrina0
Believe it or not, your website visitors love live chat. According to several researches and reports, chat is claimed to be the channel that ensured the highest degree of customer satisfaction, mastering even email and audio calls. As an average, customers get responded with 1 minute, 36 seconds via live chat; far more immediate than in the cases of other channels with an overall average response rate of 22.6 hours (combined). Thence, the growing demand of live chat should be no news.
Moreover, the timely responds ensured by chat gives it a clear leap over email and social media support, even over the powerful real-time channel - the phone. Besides, with live chat, the support agents can respond to many customers at the same time, which makes chat an extremely impressive support means when providing great service is a priority. Here are some of the tips that might be of some help when it comes to using live chat support platform to connect customers.
Remember that the person you are responding is also a human and when you are responding to three chats; that means you are handling three distinct people with probably different outlooks and concerns. Who wants to feel like a robot is attending them, therefore try to take heed at what they are saying and respond accordingly on an individual basis.
Furthermore, you should be aware of your capabilities and limits. Attend the number of chats you think you can handle; you can redirect extra or difficult chats to others in your team, so that each of your customer get unfocused attention. Some affordable chat software like Cugic, an affordable Bold Chat alternative can help you divert the chats to other agents flawlessly in a timely way.
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