Thursday, November 17th, 2016
After phone and email, Live Chat is now thought to be the 3rd most preferred method of getting in touch with a company, and is expected to continue growing in popularity as more organisations offer the facility. Also, indications are that it too provides a high level of customer satisfaction when compared to some other call centre service communication channels.
A Live Chat facility can add real value to a customer services department, helping to increase productivity and customer engagement, plus it’s likely to be highly cost effective. When it comes to call handling, without it, an operator may only be able to handle just one conversation at a time, but with it installed, multiple conversations can managed simultaneously by a single operator.
Depending on the software being used, the operator may also be able to see which particular web page the customer is viewing which may in turn help to increase the number of final resolutions recorded by the operator in a single session. This potential increase in speed and efficiency is thought to underpin the high satisfaction rating given to Live Chat by end
Web chat also allows the customer ‘time to breathe’ and consider their questions and answers more carefully. This means that their conversation tends to be less formal and is more likely to lead to them emotionally engaging with the company thereby creating a more memorable experience.
Here at mplcontact Sutton Coldfield, Birmingham we believe that businesses which are able to offer a cost effective multi channel customer service centre (thereby allowing their customers the choice as to how they communicate with them) will experience a greater number of positive interactions, see more problems solved and very likely retain more satisfied customers as a result.
If you know you need to know more about multi channel customer services but don’t know where to start, call 0800 0186009 today or alternatively just click HERE to contact us and we will be delighted to help.