Common Myths about Live Chat Support

March 01, 2011 Jim Iyoob

Providing live chat support services is becoming more popular because of the convenience, ease, and quickness it offers. With the potential to expand an existing customer base and drive sales, live chat support services are being actively incorporated by companies across the globe to provide efficient customer service. However, many question the success of chat over voice as an effective medium to providing customer service. Etech is revealing the truth behind some of the myths shrouding Live Chat Support service.

Myth: Cost per contact is more in chat

Truth: Live chat support provides benefits to businesses in the form of efficient customer support and cost reduction. Providing live chat support is far more affordable as online chat representatives can handle more customers at a single time. This point alone provides a cost effective advantage as the average cost per chat is far less as compared to the average cost per call.

Myth: First contact resolution and customer experience is lower in chat than voice

Truth: Advanced live chat software provides detailed metrics on the web behavior and web journey of visitors on a company website. This helps online chat support representatives initiate a proactive chat resulting in better resolution of customer grievances and increasing the chances of sales. Unlike voice, email, and web-based support, live chat support allows the option to instantly provide a response to information that a customer is searching which in turn helps to successfully close the sale. Moreover, online chat allows representatives to provide useful guidance to visitors at each stage of their buying journey increasing customer experience.

Myth: Chat does not reduce the call volume coming in to the contact center

Truth: Potential customers visiting a website will call a contact center when they are unable to quickly find information on certain products or services or any related query. Providing live chat support helps in effective resolution of customer queries and reduces the need for visitors to call the contact centers. Chat ensures that the customer receives personalized care and calls are reduced.

Executing successful live chat service on your website requires online chat representatives that have specific skill sets, sales training, and personality to effectively handle the prospective customers. A good chat representative does not need to be a good voice representative but can perform smart chat interactions and drive sales.

Jim Iyoob

Jim Iyoob is the Chief Customer Officer for Etech Global Services. Jim has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has an impeccable track record of innovation and advanced business intelligence. Based on his level of expertise, Jim has been featured in numerous publications including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow”. He has co-authored three books on the call center quality monitoring.