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How Do Live Chats Work?

As the world of both eCommerce and business rapidly transforms to adapt to the digital landscape, one of the most important features that has had to quickly evolve is how we are able to communicate with customers. Only a few years ago, the main ways we contacted customers were via email and phone.

Nowadays, customers demand a far better form of instant communication. After all, no one wants to wait in 2022. Emails often take a long time to be responded to and phone calls face the barrier of different time zones or inconvenience. 

While your FAQ page may offer some solutions to questions, they are limited in what they offer. With the massive increase for better service and quicker communications, companies must strive to meet that demand. This is where live chat comes in. 

The Statistics

When it comes to contact center solutions, many companies are opting for live chat support. It is a great option that provides a great customer support experience. Before we go further, let’s take a look at some of the statistics of live chat:

  • 79% of customers love the instant communication aspect of the live chat option. 
  • Live chat support has a great customer satisfaction rate at 92% which is the highest of any channel.
  • 41% of customers prefer live chat over other forms of communication.

So, How Does Live Chat Work?

The first thing to know when it comes to your business live chat service is that it is a crucial part of your website, as well as your contact center solution. Customers don’t have to download any apps or software in order to speak to you. The ease of use with live chat is insane.

If a website has a live chat option, it will appear as a little widget in the bottom right-hand corner. You may hear a little sound to advise you that a customer support rep is available to speak if the business chat is proactive. All you need to do is click on the widget to open the chat box.

After that, simply type your question. Visitors can open and use the chat as little or as much as they like. They can even attach files! The operator has many powers and abilities on their side of the chat. 

Some of these powers and abilities include, but aren’t limited to:

  • Having access to a variety of tools and analytics.
  • Tracking customers to see what they are looking at.
  • Creating a list of pre-prepared answers to speed up response times.
  • Seeing what customers type as they type it.
  • Asking for feedback during the chat.

Better yet, there are so many more things to enjoy!

The Bottom Line

If you, as a business, provide live chat to your customers, it shows that you care about customer service. Live chat support is a great idea when it comes to integrating contact center solutions. The evidence is simply undeniable as it all proves that customer experience can greatly benefit your company.

Having eCommerce live chat is guaranteed to take your business to the next level in terms of customer satisfaction.

Sources:

https://www.ringcentral.co.uk/gb/en/blog/what-is-live-chat/

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