Enhance Customer Experience and Engagement with Online Tech Support Chat

January 29, 2014 Amit Kachhawa

Customer aspirations are forever increasing with the constant introduction of new and innovative products.  We live in an era where the customers are more internet savvy and web oriented than ever before.   With the availability of so many options and choices from web stores and retailers now, customers have become more powerful in selecting the products and services of their choice from any retailer. Competition has become stiffer and more new companies are coming into the field with products and services that sweep customers off their feet and rush to the payment portals. Hence, getting customer engagement and enhancing their satisfaction has become more challenging but possible with the help of web tools. Online tech support chat, although old, is the newest trend in the IT sector with the help of communication equipments enabled with internet and telephone lines.

The Internet has brought customers and retailers together.Today customers find it easier to approach any retailer and buy goods and services over the internet. However, when it comes to post sales service, not as many retailers show as much enthusiasm for this part of the transaction as they did in getting a product sold. It is here that companies that have enabled live chat services for their customers have gained a competitive edge. Customers appreciate the convenience of having a live interaction with a customer service rep in order to get their product queries solved. More than a recorded voice; a live customer service chat is much more effective in resolving customer questions. It offers the flexibility of solving customer grievances on the spot, without having to make them wait, which can be frustrating for customers and often cause them to turn to your competitor.

The following points will ensure that the online tech support chat service of an organization gets the best response and approval from any customer:

1. Proactive support chat request:
   1. Online customer support representatives can set up a one-on-one interaction with customers with the help of a chat window on the company website. They can volunteer to start conversations with the site visitors, whose requirements can be understood and service provided accordingly.
   2. Address Customers by their names: It is very important to ensure that customer support executives are using the customer’s name in order to make them feel important and valuable by the company. All of us like to be addressed by our names and a customer is no exception to this.
2. Pre-Chat study of customer profile: helps a customer service executive to better understand the requirements of a customer and guide them accordingly. The customer does not have to waste time explaining his preferences and tastes, each time he visits the website.
3. Tracking chat History: Using this feature in a customer service chat will enable chat operators to study the previous problems faced by the customer and help them diagnose the present situation and take suitable actions. They don’t have to rely on additional information from other sources which can make the customer impatient.