Why live chat support services might be the perfect solution for your business?
Businesses have it pretty tough these days. For one thing, consumers are applying pressure for organizations to deliver exceptional experiences, fast issue resolution, and convenient communication options. As an example, Salesforce found that 67% of consumers report that their standards for customer experiences are higher than ever. On another front, businesses are also facing more pressure from the inside as employees become more vocal about the quality of their jobs.
When the stars align, companies can satisfy both their internal and external constituents. But when the customer comes first, sometimes employees just need to accept certain conditions of their jobs, good or bad. Customer service agents, in particular, can feel the weight of this dichotomy as they're on the front lines, interacting with customers every day.
Certainly one area where both customer and employee interests converge is customer service tools. Customers want to be able to use the best tools and so do employees. For customers, this means ones that are convenient, fast, and easy to use. And agents want tools with good usability that help them be successful.
By adopting live chat support services, businesses can find that sweet spot where everyone is happy. Here's why:
Why live chat support services are good for agents?
Those digital natives mentioned above are also well-represented among customer service agents. They are comfortable with technology and used to chatting with friends and family in their personal lives. Multiple, simultaneous open chat sessions is often the norm with this group, which is an important factor when providing live chat support services. But these Gen Z/Millennial agents have high standards about the technology they use, so not just any chat solution will do. Ones with features like programmed answers and co-browse should appeal to them and help them be superheroes to the customers they're supporting.
Why live chat support services are good for customers?
Customers love the convenience, speed and simplicity of live chat support services. It's a digital channel backed by the expertise of a live human, with real-time interaction. The digital nature of it means it fits into many people's lifestyles and the agent interaction greatly increases the probability of quick, effective issue revolution. Our benchmark research revealed that live chat support services received top scores for customer satisfaction and is among consumers' top 3 preferred channels. As "digital native" Generation Z and Millennials become the dominant consumer groups, the popularity of chat is bound to increase.
