Ringing and turning the wheels as per COVID-19 response models is what most of the companies are doing at present. No matter whether you handle customer service yourself, or outsource to a call center, the demand for live chat support has surged over the period of the crisis. This is the time when bespoke customer support and real-time convenience will gain the spotlight. If you are looking out ways to increase conversions, save marketing costs and genuinely help customers during the crisis, then it is the right time to leverage live chat for your business.
Outsourcing chat support services can provide you sufficient time to focus on your core activities and help you get better with meeting core objectives of the business.
Essentiality of live chat support
Considering the present situation, live chat support is more important than ever, especially for companies that offer online services and products to customers. Here are some of the reasons why it is important.
. Helping first-time customers complete orders through text chat
. Special assistance to senior customers who do not know much about online shopping
. Real-time assistance in page-pushing capabilities for you website visitors
. Closing e-commerce sales successfully by assisting customers in checking out the contents of their shopping cart
. Conveying apologies for delay in delivery which is going to be faced by many businesses due to shortage of staff and city lockdowns
. Instant sales via cross-selling of services or products
. Convincing customers to wait until the “out of stock” items are available
. Increasing customer loyalty by answering to customer queries instantly
. Handling more than four customers at a time
Industries that benefit from live chat support
Several industries across various verticals use live chat support services not just for customer support, but also for products cross-selling and up-selling. Any leading call center will provide technical and non-technical live chat support for clients.
Industries benefited by live chat:
Retail and ecommerce
Retailers can lessen the impact of COVID-19 by providing the best possible customer experience and that’s why they find it worth taking a deeper dive into live chat services. Live chat costs much less than phone support and it is there when your customers raise an enquiry.
Software and IT
IT companies get competitive advantage by leveraging live chat as it will help you figure out where your company lacks as an IT service provider.
ITES
ITES companies have to handle so many customer enquiries each day. It is essential that each one of the customers is greeted with empathy and is provided with best solutions no matter how annoyed they are. Live chat support helps agents deal with customer enquiries better because they can handle more than one customer at a time and take a quick look at the chat history for better communication.
Utility
Customer experience matters a lot for utility companies. Utility companies can often use auto-responders backed by AI chatbots. However, the support of live chat agents is essential to deal with complex grievances and other critical issues.
Financial services
Unlike FMCG products, financial services or products can’t be bought out of impulse. Every customer calls the customer service to know about the schemes and coverage, clear and doubts, measure the outcomes and then proceed to buy. Hence, the importance of a live chat agent’s assistance is very crucial when customers come to buy financial products or services.
