Benefits of Multiple Customer Support Platforms and How LiveChat Can Help
For any business good customer support will always go a long way. Many of us have been victims of poor customer experience at one point or another. Thus, when it comes to our own business practices, it’s important to ensure that we go above and beyond and exceed our customers’ expectations of customer service.
Having the right customer support tools is very beneficial. Research shows that customers are 93% more likely to make second/repeat purchases with companies that offer superb customer services than those that have subpar customer support. Customer service will have an impact on the bottom line of any company, regardless of industry or size.
If queue times to speak to a representative are significantly long or if problems are left unresolved, customers will be frustrated. Research shows that 67% of clients will hang up the phone out of frustration when it takes more than a few minutes to reach a live customer service rep. This potential loss of clientele makes it critical that your customer support is outsourced to a company that can guarantee little or no wait times while also resolving customer inquiries.
With many years of experience providing customer support for many kinds of industries, (v)WeCare creates exceptional customer experiences by delivering high levels of first call resolutions and responding to calls and queries instantly. Having multiple channels of customer support can minimize wait times and improve customer satisfaction. While calling is a common method of reaching customer support, some customers may refer to email or connect via live chat.
Live Chat
Live Chat is a client support software that is generally offered via one’s website. By installing Live Chat on your website, you will create an additional communication method through a chat function.
While Live Chat may not be a complete alternative to having live reps answer calls, it can work in harmony with your mobile support line. In some cases, it can even replace a portion of your phone support line which can ultimately cut down operating costs.
Live Chat also comes with a fantastic analytics and reporting tools to aid your business in understanding how effectively customer queries are dealt with and knowing where improvements can be made. Additionally, it will help you highlight patterns which may emerge in the types of questions coming in.