With the Internet becoming more important with each passing year, live chat services have begun to replace more traditional forms of customer service. Many consumers still prefer contacting companies by phone or in person, but among Millennials and younger generations particularly, the Internet is the preferred method of communication. Call center live chats allow consumers to talk directly and instantly with your company over the Internet.
Call Center Live Chat
Call centers now offer a range of services not just limited to the phone. With live chat outsourcing service, a call center provides customer service agents, as usual, but allows them to also communicate with your customers through an instant messaging system.
With a live chat service, customers who go to your web site can instantly speak with a live customer service representative. By simply submitting a comment, they can receive an instant reply and engage in a conversation with the live service agent.
Most Millennials and younger customers will prefer live chats to over-the-phone communication, but there are many other benefits to these services as well.
Benefits of Live Chat for Business
Here are some of the top benefits to using live chat service providers.
More Effective Customer Resolution
For any business, one of the main concerns with customer service is being able to effectively handle customer complaints and queries. A high volume of calls can lead to clogged phone lines and long wait times. Not only can this cause a business to lose customers, but it’s not efficient or cost-effective. By diverting some customers onto live chat services, you can more efficiently resolve complaints and questions, providing all-around better customer service.
More Convenient for Customers
Many types of questions or complaints aren’t suited to the phone. For detailed or highly specific questions and concerns in particularly, live chat services are more effective. Customers can instantly start a conversation whenever they like and can continue it on their own time. It’s a more convenient option for your customers.
By integrating live chat services with an online e-store or web page, you can easily increase conversion and turn Internet users into paying customers. Live chat services give people an easy-and-quick option to inquire about your services or products and resolve any concerns preventing them from making a purchase. About 70% of all purchasing decisions are made at the point of sale, so live chats can greatly increase a business’s revenue.
3C Contact Services Live Chat Service
3C Contact Services offers live chat services as a fundamental part of its operations. Our live chat service has two main benefits, which we provide by allowing our trained agents to handle multiple customers at once through different platforms: we can resolve customer concerns more quickly, and we can save your business money in the process.
3C Contact Services offers both shared and dedicated agent services to meet the needs of any business. Our agents are trained professionals who can match the tone and branding of your business, integrating your image and marketing with customer service.
3 Pro Tips for Live Chat Support
To offer good live chat support, there are three fundamental things to follow.
Part of the appeal of live chats is that there is no waiting time involved. When a customer opens a chat, an agent must speak with him or her immediately.
Use Personal Information
Because live chats are occurring over the Internet, it can be more difficult to add that personal touch. The agent’s name and picture should be used to make the interaction more personal and friendly.
Live chats offer the perfect opportunity for upselling, cross-selling, and direct marketing. They are a great way to boost sales, and these services can all be integrated easily and non-intrusively in a way that can’t be done on the phone.
As the leading provider of outsourced call center solutions, 3C Contact Services teaches its partners the necessary customer service skills needed to engage and retain customers. Call us today at 1-888-353-2335.