Live Chat is the cost saving from the organization’s point of view. Even a layman will appreciate that Live Chat will be much cheaper that a technician visiting the customers house to resolve an issue.
The world is no longer the same as it was about a couple of decades ago. The world is changing at an alarming rate maybe even faster than an extremely fast train running from one city to another in Japan. Time is money. Technology helps us in accessing customers from all over the world by the click of the mouse.
Organizations are growing faster and are doubling faster than you can say “Live Chat”. With this growth comes the responsibility to help customers faster than ever before or take the risk of losing them forever. Not only the huge corporate organizations but even the neighborhood shopkeeper has realized that it is many times more expensive and cumbersome to create new customers than retaining the old ones. Boundaries are shrinking and the customer is aware of what he / she can demand and get!
Live chat as we all know is interacting with a person anywhere in the world through the internet. It is infinite times faster than emails as both the users are logged in on the internet and can respond to each other within seconds. When a web visitor or customer seeks assistance by clicking on a link what follows is a reactive text chat session wherein queries can be addressed almost instantly. The customer support executive interacts with the customer to understand, resolve & close the query or problem. As the result is almost instant, the customer’s time is given priority & a happy customer is what everyone wants.
Another advantage of Live Chat is the cost saving from the organization’s point of view. Even a layman will appreciate that Live Chat will be much cheaper that a technician visiting the customers house to resolve an issue.
Some of the numerous ways by which Live Chat can improve customer support are:
• Help customers locate the desired product or service.
• Understand the customers’ requirement to suggest various options.
• Up sell products or services to compliment those which the customer already has.
• Provide accurate and up to date information regarding the organizations products and services.
• Help customers complete incomplete forms and billing through credit cards.
The scope of Live Chat is phenomenal as the CEO of a leading MNC recently stated in one of his board meetings “We were doing reasonably well and the customers were happy. Growth was excellent and we were steadily increasing our profits and the bottom line. And than we implemented Live Chat. Now when we look back at it, the way it has changed everything seems like a miracle. We have almost increased out customer base by 18% in the last one year and the complaints have reduced by 27%. It has been so successful that I am really wondering as to why we did not think of it earlier. Live Chat has provided the thrust that has resulted in the huge bonuses we have got!”
Live Chat has arrived and is there to stay and even God cannot save those who do not jump on to the Livechat software.