Good customer service means better word of mouth and more business, but sometimes it can be hard to keep a high customer service standard while controlling costs. Companies need to answer customers' questions and deal with complaints quickly and logically. This means taking a varied yet consistent approach when supporting customers in person, over the phone or on the web. Online chat software has recently found favor with many businesses, as it can provide essential organizational tools for much more effective and versatile customer suppor.
When a business uses online chat software, customers are given the option to chat directly with a customer support representative through a simple web-based utility. On the customer's end, this utility is basically just a dialog box, although it can be customized with branding and graphics for a professional look. However, the business's customer service department has access to all of the features of the online chat software, including reports, quality control tools and much more. Online chat software can quickly revolutionize a business's customer support approach and improve department efficiency.
Why Some Customers Prefer Online Chat Software
There are several reasons why websites with live chat features are becoming popular with website visitors. First of all, they're extremely easy to use. There's no technical know-how involved, as customers just need to click on a chat box and enter basic personal information to start a discussion with a CSR.
Some customers also feel that there's less pressure involved with online chat as opposed to a phone call. It's a better medium for quick questions and simple problems, and as chat logs can be saved by both customers and businesses, there's less room for miscommunication. While there are certainly some problems that can't be handled through web chat, having the option available can add tremendous versatility to a customer service department.
The Best Ways to Use a Live Chat Service
A customer service department can track web visits and streamline trouble ticket procedures with some of the features of most online chat software. For instance, most programs automatically keep logs of all chats and some are capable of automatically flagging chats that use certain words or that take too long to complete. Managers can then read over these chats to ensure that the customer service department is handling customer requests in a consistent way. Logs can also be automatically sent to customers who provide an email address.
Live chat services can also have features like spell check to ensure professionalism. Many programs can hold a number of stock responses to allow for easy answers to common customer questions. Reports can also be generated to show which customer service representatives are spending the most time with customers and to log general data about a website's visitors.
Overall, a live chat service is an advantageous addition to any customer service department. Chat provides an easy way to resolve common customer issues, and with the features of modern chat programs, it's a very capable tool for improving customer service. The right software can greatly improve productivity in almost any type of business while giving customers a new way to receive the help that they need.
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