To improve your customer experience you need to meet and go beyond your customer’s expectations when communicating with them. Companies that deliver a good customer experience see an increase in customer loyalty, which in turn leads to higher sales.
Live chat is one of the most dynamic ways to communicate with your customers. With live chat you can turn every interaction with visitors on your website into a memorable experience and build longer lasting relationships.
More first-call resolutions: Your agents gain the ability to view while showing and telling through live chat features such as Audio & Video Chat, Co-Browsing, File Transfer, Remote Assistance, and Remote View. This allows them to resolve customer issues during the first call more frequently, because a picture is worth a thousand words.
The ability to address a variety of issues: Sometimes it takes a face-to-face or audio conversation to address an issue more expediently. Audio & Video Chat capability enables your agents to seamlessly transition from traditional written chat to an audio or video call. Co-Browsing, File Transfer, Remote Assistance, and Remote View allow service reps to view customer documents, or their computer screens, as well as share documents with them, guide them through processes or your website plus a variety of other visual exchanges. These capabilities, when combined, facilitate addressing various issues that might not otherwise be resolved through one alone.
More personal service experience: Features like Audio & Video Chat, Co-Browsing, Remote Assistance, and Remote View make your customers feel like your agents are in the same room with them. The customer’s ability to see service team members and be guided by them, as if they were sitting side-by-side, builds trust, communicates more clearly, and gives customers what they need, more easily.
As you can see, there are many different features that help your service agents please customers during live chat interactions. The results are happy customers that are more satisfied. Not only that, they’ll want to continue to use your products or services, and isn’t that the goal?