It seems recently I’ve received an increase in enquiries from clients who are considering adding Live Chat as a feature on their website and for a number of reasons. I’m no expert but it has got me researching why Live Chat is receiving so much attention. Here are some points on why it seems to be a popular request:
Better Customer Service:
- Overall customer service satisfaction is improved by having a chat agent available at any time during business hours (in comparison to phone lines being busy, for example).
- Enquiry routing minimises the number of hoops a customer has to go through before speaking to the right person.
Increased Savings:
- Fewer internal transfers on phone lines results in reduced outlay, saving companies time and money.
- Live Chat agents have the ability to manage multiple chats at once, which means you don’t need as many staff handling phone queries.
- Automated responses to general enquiries reduce the need for employees working out-of-hours.
Quality Customer Data:
- Data and analytics functionality can pinpoint which page the customer has chosen to engage with the chat option. This can provide great insight into what product or services they’re interested in.
- Scripts are recorded from every conversation had with existing customers and new prospects. These can be downloaded and kept on file for future reference, providing insightful information into customer requirements. You can also use it as a platform to gather new business.
- Online surveys can be conducted after chat has completed to get instant feedback on the customer service.
- Data available through the software is endless from determining the peak times for enquiries to what customer pain points are.
Recommendations:
If you’re contemplating Live Chat for your business, I think it’s wise to start with reasons why you’re considering the solution. Do you want to offer the function to help decrease call volume and ultimately offer improved customer experience? Are you perhaps looking to uncover leads? Once you fully understand the need for the function, you can use this to build out a selection criteria.
Research is your next port of call – I suggest browsing through the many Live Chat software review sites out there, like Chat Tool Tester. Having tested many software options, these review sites know what to look for.
Once you’ve shortlisted a handful of options, why not trial them? The majority of Live Chat software is available to trial, starting from 2 weeks up to one month. It’s a vital stepping stone in the decision-making process to ensure the software is most relevant for your business needs.
After carrying out a little research, I’ve narrowed down to three selections which I’m keen to trial: Zendesk, Live Chat Inc and Olark. All were rated highly on Chat Tool Tester and offered fully customisable widget designs.
If you’ve used Live Chat software in your business before, we’d like to hear your feedback! Tell us which platform you think works best in the comments or get in touch to see how we can help.
Published on 08/01/2018
