Top Live Chat Software: Revolutionising The Customer Service Experience – Most companies do not operate under a single website these days. While they likely have a primary website that the public is familiar with, they often also purchase numerous other similar websites that can help them meet their customer’s various needs.
Operating numerous websites like this allows them to gain a larger audience share, but it also adds some logistical challenges as far as customer service is concerned. This is why live chat software is so important to the smooth operation of multiple websites and interface options.
Containing Out Of Control Customer Support Costs
One of the reasons customer support seems to be lacking across multiple industries has to do with the overall cost associated with providing said support. It is expensive to staff an entire support center to answer the same questions and deal with the same issues that customers run into time and time again.
The capacity of each customer support employee has always been limited in the past to helping whichever customer they happen to be on the phone with at that time. However, live-chat software has changed the working capacity of these employees. Read here the benefits of Live Chat Software.
In traditional call centers, a customer service agent will handle both phone and email requests. But, only one at a time (can you imagine trying to answer two calls at once?).
The benefit of live chat software is that it changes all of that.
According to research by Telus International, customer service agents can engage in as many as six (!) simultaneous chats, depending on the complexity of the issues involved.
It makes sense when you think about it. It is a lot easier to move from one chat to another than it is to try to take multiple phone calls at the same time. What this means in a practical sense is that each individual employee is now able to handle more customer contacts than ever before.
They can be responsive to more people which means that fewer customer service employees are required. This cuts down on costs and helps get more customers the help that they need more rapidly.
Equitable Distribution Of The Workload in Live Chat Software
A good customer service employee is one who feels that they are valued by the company they work for. Maintaining high morale among the workforce is essential if you want them to create a pleasing customer service experience for your users. This is why it is important to look for ways to avoid employee burnout and ensure that the workload is distributed fairly.
Live chat software programs have features that can distribute the workload more evenly among all available workers. There are features that can be added to the rules for the distribution of the latest customer service requests.
These rules are known as “round-robin rules”, and they help make sure everyone gets a roughly equal amount of work. In their purest form, they push the latest customer service request out to the next employee in line whose turn it is to take on another one. This method works a lot better than simply relying on employees to answer the phone quickly on their own accord. It can reduce burnout and resentment in the workforce.
Finally, don’t forget about the value of customer feedback following their customer service exchange. Those who contact customer service with an issue should be asked to kindly provide feedback about their experience when possible.
To be fair, many will not take the time necessary to answer questions about their experience, but some will, and it may be easier for them to answer a few questions directly on the live chat box than it is for them to take a survey over the phone. A few of the following questions may provide useful insights:
- What issue did you contact customer service about today?
- What was the name of the customer service agent who helped you today?
- On a scale of 1-10, how did you feel about the service that you received?
- What could be improved about your experience?
The feedback that customers provide is valuable and given to you completely free of charge. They are simply enlightening you about what you are doing well, and where you can stand to improve.
If you take their feedback with a humble attitude, you can potentially unlock a lot more information about how to improve things going forward. It is just one of the many ways that live chat software helps businesses improve.