Blog

Why Chat is an Important Channel

August 19, 2014 Amit Kachhawa

Chat has proven to be a very important channel for those who want to offer superior customer service. For this reason, it is important for every business site owner to make sure they have live chat service on their site in order to reap the benefits that come with it. Some of the things that can be expected from this include:

Concurrency

Concurrency is usually a pretty huge deal for anyone who is looking to offer live chat as part of customer support. This implies that the customer service agents are able to handle more than one customer at a time; something which cannot really be done when working with customers through phone calls. This helps to reduce costs when working with this medium especially if you take into consideration things such as technical training, experience, as well as the complexity of the questions that are being answered. This way, the customer feels as though their needs are attended to immediately, something that helps with customer retention.

First contact resolution

Chat as a customer service platform enhances first contact resolution more so than other platforms such as email services. Clients are able to have their questions answered immediately in live chat versus the wait time of email. This also enhances purchasing decisions which helps the business’s bottom line.

Offers great customer satisfaction

When compared to email or voice channels, studies show that live chat service normally results in greater customer satisfaction; a huge plus for any kind of business. There are numerous reasons that lead to this such as the fact that customers feel their questions are answered much more quickly. This alone makes live chat the most efficient communication method.

Customers are able to stay engaged with self service

When utilizing chat as a customer service option, you will also be happy to learn that clients can stay engaged with self service. Self service geared towards solving a problem generally offers the fastest service. The chat agents usually play a huge role when it comes to providing the hyperlinks that can provide more information about the company branded web pages and community forums. This usually helps customers to learn about how to find additional details when it is needed in the future. The power of this cannot be underestimated when it comes to running an online business thus it should be harnessed to your advantage.

Increases AOV (Average Order Value)

Live chat can also help your business sell more allowing you to maximize profits. This allows the customer to really know what they are getting and gives them more confidence to purchase your goods or services. This also helps you to get feedback about your business which can help you make your services better to attract more people.

Make sure you set up a functional and effective chat channel on your site if you would like to take full advantage of the platform to help your business.

Amit Kachhawa

Amit Kachhawa is the Assistant Vice President for Corporate Strategy. His overall experience of over 14 years has been garnered at various levels at Etech starting his journey as an OCR and thereafter, crossing many milestones and today Amit is an esteemed member of Etech Global Management Team. Amit is responsible for formulating and implementing strategic plans with focus on Digital Marketing including social media, Product Development, Business Development, Reporting and Workforce Management Analytics.