Jumping on the live chat bandwagon is easy, but making it sustainable is the real challenge. Making it part of your business strategy takes careful thought and planning. This guide is the only one you’ll need to brush up on your knowledge of the basics of chat tools and what it takes to deliver a great customer support companies experience.
What is Tech Chat Support?
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Live chat support is online tool companies use to connect with potential clients instantly. Customers can ask questions and get real-time answers via private conversation. Companies typically embed live chat functionality into their customer service pages so they can provide instant responses to questions and concerns.
Advantages of Live Chat Tools
If you’re wondering why you need to bother offering your customers chat support, the answer is short and sweet: customers love it!
Accessibility
One of the main advantages of customer support chat software is the accessibility they offer customers. One thing your customers don’t have to do is go on a scavenger hunt on your website to hunt down what they need.
Having live chat software integrated into your website lets them know where they need help.
Timely
Customers hate waiting for long, drawn-out periods without knowing when it’ll end. Live chat support allows you to attend to queries and answer questions immediately without taking up their precious time, allowing them to continue with their task.
Useful Context
Imagine you’re stuck during a certain task and have to explain it repeatedly to multiple customer representatives across the phone as they forward your call to the assigned person. It’s stressful, right?
Live chat support software allows customer representative agents to assess where and at which step the customer is stuck. This gives you a head start on understanding the problem and how to go about it.
Questions to Ask Yourself
Before you leap into integrating live chat support software on every platform at once, you must consider some important aspects and ask yourself a couple of questions.
Who to Offer Live Support?
You don’t need to make chat an optional feature for every customer or prospect visiting your website, so consider offering live chat to only VIP clients or new customers.
Where is Live Support Most Needed?
Assess your data analytics and determine where customers are most likely to get stuck. Consider the pain points of your funnel where a real-time conversation would be most appreciated.
What Resources will you Need?
To give live chat support the best possible chance to succeed, you must ensure your team is equipped with the necessary knowledge and skillset to ace live chat support like the Helpware team. This includes determining what software you’ll need and how to integrate it.
