Suppose your serverĀ is down. What would you do? Would you rather email the support team andĀ keep checking your mails or contact their live chat for instant updates?
Surveys show that customers prefer live chat over other phone or email.Ā Here we’ll see the 5 major benefitsĀ of live chat for customer support inĀ web hosting companies.
Benefits of live chat
Read: Benefits of outsourcing live chat support to Bobcares
1. Instant access to support
Customers often requireĀ emergency assistance or quick lookup of some information. Live chat is popular among customers as it provides them a single-click accessĀ to support.
But what if yourĀ live chat isn’t always ‘live’? If support personnel are unavailable when customers try to connect, they getĀ disappointed and end up leavingĀ Offline messages.
Unavailability of live chatĀ can often lead to a poor impression about your hosting support onĀ your customers. ThatĀ 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 supportĀ availableĀ 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.
PeopleĀ 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 asĀ 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 knowledgeableĀ staff to ensure that live chats are resolvedĀ completely withinĀ an average time of 15-20 minutes, without any wait times.
Read:Ā How Bobcares achieves low hold time
3. Customized support through real-time feedback
Customers come to chat for various purposes – to get help withĀ a product purchase, to resolve a complaint, etc. But the mood and the urgency of each customer may vary.
GivingĀ prompt solutionsĀ and reassuring statementsĀ based on the customer’s purpose, can avoid mostĀ damages. Live chat is a great way to do this.
But we have seen people recommending templates inĀ live chat. Templates are impersonal, which ends up irritatingĀ the customers. That’s why its important to give custom responses.
Bobcares ensures that personalizedĀ responses are providedĀ to customers by employing empatheticĀ staff who are experts and understand the situation in hand.
Read: HowĀ Bobcares provides personalized responses
4. Build customer relationship
Building good customer relations is essentialĀ for business success.Ā 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 customersĀ without being too robotic orĀ getting too personal. Maintaining the right balance isĀ 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 thatĀ has its customers vouching forĀ their great service. That’s why testimonials pay a goodĀ role in generatingĀ 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. canĀ affect the support quality and end up causingĀ customer complaints.
At Bobcares, we setĀ and track objectivesĀ such asĀ single-contactĀ resolution and zero hold times for customerĀ chats. This helps us generateĀ happy customers.
Read: How Bobcares gives lightning fast resolutions to createĀ happy customers
In short..
Today we saw that live chat offers a lot of advantages over other channelsĀ for customer support. But quick and personalized updatesĀ 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.
0 Comments