Aim chat box12/28/2023 With an omnipresent chat window, you’re giving these customers an opportunity to get answers faster without feeling frustrated or inconvenienced. Live chat also helps you personalize the support experience for customers who might have a longer research process than others or naturally ask more questions. They don’t have to hunt for a contact email address or take time out of their day to call you. “Modern consumers rarely have a single touchpoint with any given company”Īll of these touchpoints are opportunities to have a conversation with a customer before, during, or after a purchase.īy offering live chat on your site, you’re making it easier for customers to start that conversation. The research process for even small purchases can be long and difficult: there are reviews to read, content to consume, docs to check, and questions to be asked. Modern consumers rarely have a single touchpoint with any given company. How live chat fits with evolving customer service needs It provides a range of benefits for businesses: they can provide instant support to customers and answer customer questions in real-time, which reduces wait times, improves customer satisfaction, and boosts sales. Live chat support is a customer service messaging channel that allows businesses to communicate with customers on their website via chat. Let’s take a look at why live chat is such a powerful tool for customer support teams. We’ve put together this guide to help you not only successfully implement live chat on your website, but also to offer the right kind of support experience for your customers. If you want to support customers with live chat, you’ll need to make smart decisions about where it’s added to your site, how your customer service team will use it, and how it integrates with your other support processes. Live chat is a powerful tool, but like any tool, it needs to be used properly to get the maximum utility out of it.
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