Seven Reasons to Integrate Live Chat

Here at Centris, we offer a number of different services as part of our suite of customer support services. A quick browse of our website and you’ll see the following services:

• Customer Support
• Inbound Sales
• Marketing Surveys
• Tech Support
• Live Chat
• Business Process Outsourcing
• Amazon Customer Service

One of our staff favorites and one that quickly becomes a customer favorite is our Live Chat service. Oddly enough, Live Chat can be one of those “over-looked” aspects of customer service. Clients have a tendency to look at all the other customer service functions we offer as being very integral to their business. However, live chat is sometimes the last one they ask about. For those who regularly use Live Chat, they’ve come to appreciate how efficient and nimble this platform can be. Since its introduction some years ago, Live Chat has become a favorite of both agents and customers.

Let’s take a look at some reasons to integrate live chat from both the agent and customer perspective.

SEVEN REASONS TO INTEGRATE LIVE CHAT FOR CUSTOMERS

1. Live Chat gives customers a convenient option allowing them to continue multi-tasking while they resolve their issues.
2. Live Chat offers a quick resolution. It’s easy for customers calling in to be left on hold for an extended period of time. Live Chat offers an immediate response for the customer.
3. Live Chat removes language barriers with its multi-lingual capacity. Messages can be translated into the customer’s native language in real time.
4. Live Chat offers personalized service by immediately pulling customers in when they enter your site creating a greater sense of loyalty.
5. Live Chat offers a secure environment for customers. It is PCI compliant and encrypts all conversations.
6. Live Chat offers a private place for customers to bring complaints. Many people prefer not to use social media to file a complaint; live chat offers a private messaging center where the customer’s issue can be more quickly resolved.
7. Customers LOVE Live chat.

SEVEN REASONS TO INTEGRATE LIVE CHAT FOR AGENTS

1. Live Chat is great during busy periods allowing agents to assist more than one customer at a time, reducing call volumes.
2. Live Chat is less draining for agents than a phone call. Most Live chat software comes with canned responses to certain questions and many agents find this minimizes their frustration.
3. Live Chat provides instant analytics of the contact between the agent and the customer
4. Live Chat allows agents to stream data from your company’s CRM keeping your CRM up-to-date.
5. Live Chat is easy to monitor. At the end of each live chat session is a written record of the exchange between agent and customer. This allows the contact center to monitor customer satisfaction as well as monitor and support agents.
6. Live Chat increases web conversions.
7. Live Chat is low in cost

If your company website does not offer Live Chat, consider adding to your site. It is affordable, easy to implement and will go a long way in building customer satisfaction and loyalty.

Contact Us to learn how Centris can help you integrate Live Chat and begin reaping all the benefits it offers.