Customer support is the main agenda for establishing a call center in any organization. Currently, each organization is practicing to double the rate of revenue generation. Therefore, the organizations are contracting with call center outsourcing services, in order to match up the pace with its competitors, in terms of technical implementation.
Talking about the latest mediums in a call center, you may hear about email support, call support, message support…but how it is going to make you different from other call centers?
The answer lies, as to adopt modern and up to the minute techniques in the business, which is enough to attract the more of the customer as well as wrap excellent call center services; one such is Live Chat.
What is Live Chat?
Live Chat is an ambiguous trend, quite famous among the modern users and trailing its move in the shell of the call center.
Reports claim that ‘41% of business’s customer expects the medium of live chat on the brand’s website for better and faster customer support’.
Basically, Live Chat is the medium of interacting with the customer to resolve their query within no span of time. In the live chat, the call center executive is assigned to you on a one-on-one basis to address your issue with a fabricated set of solutions and services.
Top 4 Live Chat Benefits in Call Centers to Support Your Business:
Call Centers are always known for its effortless services, with the aim to turn customer retain for the longer duration. Generally, the effortless customer care service calls for assiduous effort from the team of experts and their knowledge for the product.
In order to top the charts of customer support, the businesses are contracting the reputed source of call center outsourcing companies.
In terms of call center support, the brands have moved forward with live chat technology to offer instant support.
Let’s take a look over 4 live chat benefits in call centers that supports your business by retaining the customer with their outstanding approach by the means of texting:
1. Higher Customer Satisfaction Rate:
Reports from ICMI suggest that ‘46% of customers prefer the digital contact method of Live Chat as in comparison to email (29%) and social media forums (16%)’.
Today, the customer is digitally acknowledged. He loves to get instant solutions as in comparison to alternative methods. In order to avoid the call queue, customers tend to attract more toward the option of live chat.
Live chat offers a real-time experience to the customer by connecting instantly with the agent in almost negligible wait-time.
Live chat offers fabricated customer support to the recipient by catering their product and services queries in that particular moment only.
Thus, the reliability factor of live chat registers higher customer satisfaction rate as in comparison to other call center services.
2. Higher Sales Conversion Rate:
Live chat not only wraps the benefits just for the customers. Also, it swaddles list of perks in the favour of an organization and its business.
On an obvious note, live chat closes the customer’s issue at a faster pace than the other alternatives.
The better will be the number of customers handles, better will be the sales conversion rate!
According to the research of the American Marketing Association, ‘The organizations using the live chat in their business for effortless customer support register the increase in sales conversion by the rate of 20%. Also, 40% of customer affirms that they would like to make further purchases from the organization, using live chat as a digital contact method for customer support service’.
3. Cost-Effective Approach:
The business organizations always believe in finding advanced solutions, that could help them out in cost-cutting practice.
The phone calls, emails, social media are now considered as the mainstream method to set a call center in the organization via the mechanism of call center outsourcing, with the motive to offer the effortless customer care service at low and optimized cost expenditure.
Live chat is one of the methods that bolster the organizations to set up a customer support channel with low-cost tools.
According to Call Center Helper, ‘Live chat is 17% to 33% cheaper in cost for all-inclusive terms than the call center set up’.
The medium helps in boosting the revenue generation by cutting the cost of training on voice modulation for call center employee and cheaper tools for contacting the customers of the business.
4. Negligible Response Time:
If talking about response time to query, live chat is considered as one of the burgeoning customer support systems.
Today, the technology is moving at agile speed, so do the customer! Nowadays, the customer is smarter with better mediums of approach and enlightened to choose the best by analyzing each factor as per the business reputation.
In order to stay in the top of the customer list, the organizations are moving for call center outsourcing to match up the pace with advanced modem of customer care service, either its customer support or technical support.
By gaining assistance via the live chat, the customer expects to have a smooth and swift experience with the lowest response time for accepting the business initiatives.
According to SuperOffice, ‘The average response time registered for Email needs 17 hours, Social Media needs 10 hours while lowest Live Chat needs response time of just 2 minutes’.
The live chat is one of the best methods used in call centers to cater to the need of a customer as well as business.
The live chat offers you the privilege to drop by the fast resolution of the query at a tangible pace. The call center outsourcing companies are working progressively to generate the ROI along with customer retention practice.