There’s an old adage that suggests that “No man (or woman) is an island.” This is particularly true when it comes to the business-customer relationship. Customers need to know that they aren’t being isolated during their purchase -- no matter how big or small. A customer expects to be able to contact the business whenever they’re in need. In short, when a customer needs assistance, they don’t want to be feel alone. Ideally, they prefer the customer service to be prompt, pleasant, and effective.
But while brick-and-mortar establishments can simply post customer-service representatives in visible locations throughout the store, providing remote clients—the kind who choose to do business with an organisation without ever meeting face to face—with high-quality support becomes much more difficult. And given that approximately 70% of Americans regularly choose to shop and do business online, the problem of remote customer support is one in desperate need of a practical solution.
That solution is live chat. As the name suggests, live chat is a real-time customer support option that gives service organisations the ability to connect directly with customers or other site visitors through web-based text chat in real time. With live chat, your customers will never feel like they’re on an island.
Through the use of an embedded instant messaging service on a company’s website, customers are easily paired with knowledgeable service agents who are trained to assist and support clients in handling whatever questions, problems, issues, or complaints that they may have.
And rather than forcing clients to wait hours, or even days, for an email response or callback, live chat functions with all of the time-saving speed and efficiency of a face-to-face conversation, so agents and customers can work together to find resolutions quickly and easily.
With more and more customers making the switch to online buying, investing in a live chat feature for your business has never been more vital. Here are 11 essential advantages of implementing a live chat system onto your company website(s):
As technology continues to provide new avenues through which clients and businesses can engage in commerce, the need for new customer support tools is obvious. Live chat provides what may be the most effective solution to the problem of virtual customer service (email, support forums), it is quickly becoming a necessity to any business.
The feeling of being isolated in a purchasing decision is no more, reasons such as immediate satisfaction, quicker resolutions, and enhanced customer relations create a better environment for the client. Live chat provides answers at the moment they are needed, it gives the customer increased confidence in their choice therefore improving satisfaction and increasing sales across the board.
The best way to see how Salesforce is revolutionising customer service is with a guided tour of Service Cloud. With the guided tour, we can show you how Service Cloud shines in several common use cases and scenarios.
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