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Customer support has never been so as important as it is now, in this era ofcustomer centricity. Customer support can be provided through the telephone, throughemail and through online chatting.
Call centers have become popular in recent years for their ability to respond tocustomer queries in real time over the standard telephone networks. Call centershave been a successful phenomenon but it has its own limitations (discussed later).Email support is asynchronous and hence cannot be compared to Telephone or chatbased support. Live chat is for customer support is picking up as a concept ascompared to call centers and customer support on the phone. The experiences ofcustomers using live chat versus the telephone are totally different. Average holdtimes are far shorter for live chat since operators can handle several chats at thesame point of time. LivehelpGenie helps to resolve different issues faster thanphone support and easily exchange text based data like URLs, Images, Emails andPasswords that are often complex to communicate verbally by phone. The speed ofresolution and ability to perform other tasks while on hold gives your customers amore productive and satisfying customer service experience with your company.
There are several live chat tools available in the market, that enable anorganization to chat with their website visitors in real time through their website.
There are several advantages that chat based support has over telephone based support.
Chat based customer support is far more cost effective that voice based support. Ina call center, a customer support agent can handle only one call at a time. In achat based contact center a customer support agent can handle more than one chat ata time. He can multiplex. Hence the agents are able to provide support to morecustomers in lesser cost and time.
A chat conversation enables a customer agent to send links, images and other digitalinformation which assists him in providing customer support. For e.g. If an agent isexplaining something about a Television to the customer, he can send some pictorialaids and links through the chat to make it easy for the customer to understand.
Chat based support makes it possible for people all over the world to interactfreely. It does not impose any accent barriers in the communication.Thus we see that chat based support is the most efficient and effective means ofcustomer support.
Try LivechatGenie the latest live chat software 10 days full featured free trial forbetter customer support. It enhances your ability to sell and support over the webby providing a comprehensive, easy to use solution that brings you and your sitevisitors closer together
