Suppose your server is down. What would you do? Would you rather email the support team and keep checking your mails or contact their live chat for instant updates?

Surveys show that customers prefer live chat over other phone or email. Here we’ll see the 5 major benefits of live chat for customer support in web hosting companies.

Benefits of live chat

Read: Benefits of outsourcing live chat support to Bobcares

1. Instant access to support

Customers often require emergency assistance or quick lookup of some information. Live chat is popular among customers as it provides them a single-click access to support.

But what if your live chat isn’t always ‘live’? If support personnel are unavailable when customers try to connect, they get disappointed and end up leaving Offline messages.

Unavailability of live chat can often lead to a poor impression about your hosting support on your customers. That is why providing 24/7 live chat support is crucial.

At Bobcares, we ensure 24/7 live chat coverage for our customers by assigning a team of technicians in rotational shifts, making support available any time of the day.

Read: How live chat works in Bobcares

2. No hold time

Phone support is one of the popular real-time support channels. But customers often lose their valuable time holding the phone or dialing the extensions.

People nowadays prefer live chat over phone, as it do not require them to be glued to it. They can multi-task along with the chat, such as browsing or checking emails.

Being instant in nature, quick and frequent updates are expected in live chat support. But If the support staff lacks expertise, the chats may get extended unnecessarily.

At Bobcares, we employ a team of knowledgeable staff to ensure that live chats are resolved completely within an average time of 15-20 minutes, without any wait times.

Read: How Bobcares achieves low hold time

3. Customized support through real-time feedback

Customers come to chat for various purposes – to get help with a product purchase, to resolve a complaint, etc. But the mood and the urgency of each customer may vary.

Giving prompt solutions and reassuring statements based on the customer’s purpose, can avoid most damages. Live chat is a great way to do this.

But we have seen people recommending templates in live chat. Templates are impersonal, which ends up irritating the customers. That’s why its important to give custom responses.

Bobcares ensures that personalized responses are provided to customers by employing empathetic staff who are experts and understand the situation in hand.

Read: How Bobcares provides personalized responses

4. Build customer relationship

Building good customer relations is essential for business success. In email support, the scope is limited to the issue at hand and there is no free-flowing conversation.

Live chat is often perceived to give better service as it involves a real-time conversation between the support staff and the customer, which gives it a personal touch.

The support staff should be smart enough to engage the customers without being too robotic or getting too personal. Maintaining the right balance is very important.

At Bobcares, our technicians are given hands-on training in building customer relationships, which helps them to delight the customers without going over the board.

Read: How Bobcares build customer relations

5. Get great customer testimonials

Everyone prefers to do business with a company that has its customers vouching for their great service. That’s why testimonials pay a good role in generating sales.

Live chat involves real-time conversation and its easy to gauge the customer satisfaction. Compared to email, it is therefore easier to obtain a testimonial in live chat.

But delayed responses, partial or no resolution, high hold times, template responses, etc. can affect the support quality and end up causing customer complaints.

At Bobcares, we set and track objectives such as single-contact resolution and zero hold times for customer chats. This helps us generate happy customers.

Read: How Bobcares gives lightning fast resolutions to create happy customers

In short..

Today we saw that live chat offers a lot of advantages over other channels for customer support. But quick and personalized updates are crucial to make it a success.

Bobcares delivers 24/7 white-labeled instant technical support to customers of web hosting companies over live chat.