As a business professional, you've probably heard of the term "live chat”. But, if not, what are you missing and why should you even consider adding it as another tool in your sales toolbox?
Live chat is the latest MUST HAVE development in the world of business communication. It consists of a pop-up box installed on your website and social media pages, which prompts customers to type out any questions they might have. The main benefits of this method of communication over, let's say email or telephone calls, is that it’s available 24/7 and is highly efficient. For the customer, there is no waiting for your call or email to be answered; you get an immediate response from a real person even out of normal working hours. For the business you get a written record of the chat resulting in a better qualified lead to follow up.
But beware! Not all “live chat” is “live”. Many chat boxes use artificial intelligence rather than real people. These are less engaging that human chat reps who provide the real time “We Care - You Matter” message far better than technology. AI Chatbots can address routine inquiries, reduce queue times, and collect ongoing trend data for the enterprise to use for improving customer experience, but if it can’t answer the question customers becoming frustrated and soon end the chat.
A powerful quote from research conducted by Voice of the Customer Marketing, “Do not treat me like a simplistic cohort. I am a human being with individual, human needs!” Therefore, technology must enable marketers to finally personalize the purchase and service experiences at the level of one individual at a time! 83% of consumers still prefer dealing with human beings for customer service, according to a recent Accenture study.
Live chat has taken the business world by storm thanks to its ease of use, its efficiency, value for money and chats take place in real time. Many individuals are reluctant to pick up the phone or are afraid of lengthy vocal communication. Many find the nature of a live chat function far easier and less daunting; you have the time to formulate thoughts and responses, and clearly communicate your questions and answers. Live chat has the highest consumer satisfaction rate at 92%. So, if you want to improve customer service and increase your business – don’t miss out!
What kind of businesses would benefit the most from a live chat feature?
Well, there aren't many that don't fit the bill, but we at Visitor Chat focus on those industries where 24/7 coverage is essential and those that rely on fast communication with customers. Our human chatters are specifically trained to ask the right questions. But whatever your industry, if your think managed live chat could help your business, contact us today for a demonstration.
Visitor Chat, an award winning firm, is the UK’s leading supplier of industry specific, managed live chat services. The company conducts over 1 million interactions per year for its client base. The…
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