Customer Service Chat Helps Online Stores Reap Profits

January 31, 2014 Amit Kachhawa

Ecommerce is the backbone of online retailers. These companies do not have a brick and mortar set up to attend to customer calls, queries and grievances. They rely on customer service chat for quick resolution of customer questions without having to set up physical offices that need space, time, money and maintenance. Online tech support chat is the trend of today’s way of attending to customer questions and issues. It is easy to establish and very efficient since customers are able to reach out to manufacturers and business organizations directly without the hassle of long lines and endless traffic. It is not easy to provide excellent customer service without having some sacrifices. Highly trained and experienced customer service executives are required to handle hostile customers who are disappointed with the slightest problems with their products.

Customer service chat is More Efficient

Customer service chat is a direct one to one interaction with a customer with the aid of an internet connection. The interaction could be voice based or non-voice depending on the service extended by the company. Usually major corporations seek the service of outsourcing agencies to carry out live chat services. With the help of product manuals and descriptions, executives are able to resolve customer grievances quickly and efficiently.

When it comes to business the old saying “The Customer is king” still prevails. In customer service chat, companies have to ensure that enough importance and relevance is given to the problems faced by the customers before jumping to conclusions about the mistakes made by the customer. Difficult customers should be handled with care and delicately since they can potentially tarnish the company’s reputation through word of mouth, whereas, high quality customer service will result in more positive publicity yielding more business.

Outsourcing Customer Service Chat Assignments

It is a feasible business decision to outsource online tech support chat assignment considering the cost, time and labor involved in setting up such an infrastructure. There are many call centers and agencies that provide exclusive services to meet the requirements of clients who want to take care of their customer grievances without having to spend a lot of time and money. Outsourcing live chat services is cost effective in the long run since the company has to pay only a fixed amount without having to incur additional costs for more personnel and equipment. While appointing a customer service chat, care should be taken to ensure that the company has a proven track record of providing high quality services in the industry. Experience and expertise will ensure that the customers are offered the best solutions for their problems without much delay. This will lead to increased business and goodwill as customers see that they are treated in a courteous and efficient manner when dealing with problems.

Customer service chat is essentially the best way to hear to your customer’s grievances. It provides a great platform for interaction which can even lead to better products and services.

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.