Did you know that only one-third of senior business leaders believe they are prepared to adequately address customer experience, despite the fact that 87% of them identify it as their top growth driver? Although this lack of certainty is concerning, the first step toward enhancing customer experience is much more straightforward than you might assume.
If your Schaumburg business has a website, you ought to offer live chat as a starting point for a better customer experience. Below, this live chat agency in Schaumburg, Illinois is going to discuss three reasons why:
Faster response speed
Speed is one of the many reasons for live chat’s popularity. When compared to other support systems, live chat provides features and capabilities that other channels simply cannot, resulting in a faster response time — and higher customer satisfaction as a result. Unlike phone assistance, live chat allows operators to handle multiple conversations at the same time. Live chat operators can respond to visitors more quickly thanks to this enhanced capacity, rather than leaving them on hold for minutes.
Other capabilities of live chat, such as sending canned responses, are just as crucial in reducing delays. This feature has two main advantages: it keeps operator responses accurate and professional while reducing response time.
Live chat also supports the implementation of a chatbot should chat volumes become too overwhelming for operators to handle. Chatbots optimize response speed and customer support in several ways. They minimize wait times by responding to a question pretty much instantaneously and can be used to collect information from visitors. If a live chat operator is needed, they can join the chat with all the required information already at hand.
Unlike live chat operators, chatbots can also handle an endless number of conversations, often without the need for operator intervention. Operators are freed to deal with more difficult customer issues now that responding to frequent and basic queries is no longer an issue. The features offered by live chat and chatbots ensure that response speed does not come at the expense of the customer experience.
Anyone who has worked in sales or support knows the value of providing personalized service to customers. Remote support has some unique concerns, but it also presents many unique opportunities with live chat. Live chat keeps track of previous interactions from all your channels so that your operators always have the customer information they need. No recurring visitor wants to have to repeat their concerns.
You can build stronger connections and provide significantly greater support by understanding who your visitors are, where they are coming from, and how you have supported them in the past.
Connected alternative channels
When a customer contacts you, it is sometimes best to handle the conversation through a different channel. To verify a customer’s identity, you may need to email them more information or send them an SMS. Live chat operators must be able to transition from one channel to another in these situations effortlessly. This is made possible by a connected live chat platform.
Both customers and operators can benefit from connected live chat platforms because information can move seamlessly between channels. Customers can contact you through your site, social media, SMS, or email, as each channel is tied together to ensure a timely response and consistent, high-quality support. With support operators able to respond across all platforms, having instant access to messages on all platforms also reduces the cost associated with service delivery.
The advantages of omnichannel support are an extension of what we have already covered in personalized conversations. It is just as crucial to support customers on their preferred platforms as it is to understand their previous interactions.
Looking for a Professional Live Chat Agency in Schaumburg, Illinois?
With all these advantages, it is no surprise that live chat has become so popular in recent years. Fill out this form or give us a call at (312) 933-6806 to learn more about how Digital Destination — the leading live chat agency in Schaumburg, Illinois — can help your business expand its support capabilities and improve the digital customer experience.