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In the modern world, live chat has transformed the way businesses interact with their customers. Since our attention spans have declined massively, customers expect immediate replies and resolutions.
Live chat statistics also reveal the same – the trend has increased among today’s generation even more so with the advent of TikTok, reels, and short videos.
That’s why live chat is important – it has to do with the psychology behind today’s generation of requiring quick responses, fast resolutions, and personalized experiences.
What is Live Chat
Live chat is a real-time communication tool that has transformed the way businesses interact with their customers.
It provides immediate assistance, enhancing customer satisfaction and fostering stronger relationships.
In the digital age, live chat has become an indispensable tool for businesses.
Why Live Chat is Important
Live chat isn’t just a formality – it is a full-fledged sub-department of the customer service department of any business.
It is an increasingly popular and effective way to provide customer service and answer customer queries.
It helps both customers and businesses by providing instant responses to their queries.
Live chat also provides the opportunity for businesses to sell products, answer objections, upsell or crosssell other products, promote offers, etc.
Better User Experience
Live chat is important because it provides a better user experience for websites that are difficult to navigate or have slow loading times.
It also helps with increasing conversion rates because it allows for accurate customer identification and problem-solving.
Improve Customer Engagement
It is a highly costeffective way of improving customer engagement and providing a better customer experience.
For SMBs, hiring these agents is an affordable business expense that pays for itself in increased conversions and lower costs for customer service.
Increase Conversion Rates
Live chat increases conversion rates by alleviating the need for customers to contact your company directly.
Hiring experts who perform 24/7 live chat for your business allows you to focus on serving customers better while maintaining a profitable bottom line.
Before you include live chat in your CS department, make sure the agents are properly trained and fit with your company’s culture.
That way they can provide excellent customer support and build strong relationships with your customers.
Help With Word Of Mouth Marketing
Live chat can be helpful in the word of mouth marketing and customer acquisition.
Live chat representatives are there to answer customer queries and help them complete the necessary tasks.
Features of a Good Live Chat Agent
Do More Than Just Answering Questions
Good live chat agents have a knack for making customers feel as if they just got the best customer service in the world — even when they don’t have the answer to every question.
That’s because live chat is more than just answering questions, it’s also about making sure you keep your customers from becoming frustrated and having to wait on hold for hours.
Remember, live chat is not just a tool for improving search engine rankings or driving traffic to your website.
It’s a tool for helping people, for making their experience with your business as satisfying and productive as possible.
Therefore, focus on creating a people-first approach to be truly successful.
Excellent Customer Experience
The agent should be able to provide an excellent customer service experience, which is achieved by giving the best solutions as soon as possible.
For this reason, the agent needs to have a good knowledge of the products and services offered by the company.
Live chat agents should be properly trained on how to handle various types of queries that they might receive from customers.
They should also be briefed about how these inquiries should be addressed and what their responses should look like.
The training also includes a section on handling inappropriate comments or spam messages that they might come across during their work hours.
Outsource Live Chat Agents
Live chat is best handled by third-party expert agents.
Such companies are called BPOs – Business Processing Outsourcing companies. They offer outsourced services to firms.
HiredSupport is such a company – we offer live chat agents for businesses apart from other services.
Recommended: Benefits of Outsourcing Live Chat Agents in 2023