Modern customer support is not exactly the same as customer service. The only similarity is that they employ customer service techniques.
The new customer support applies the principles of customer service in helping customers. It is available for both voice (phone calls) and non-voice (live chat and email) operations. They solve problems and make decisions. In addition, they function as part sales, part tech support, and part customer success.
Live chat allows customers to communicate with customer service representatives in real-time.
Instead of waiting for an email response, users can send a message in a live chat. The response is immediate from the agent.
With live chat, consumers get their questions answered immediately.
Compared to email, it’s hard to know when you’ll get a response back.
Connect with prospective and new customers. Give them the confidence they need to use your product.
Being available to help build trust, even if your customers don’t need to talk right then and there.
Agents can build rapport. This is by mirroring or adjusting their formality that matches the customer.
Chat platforms offer authenticity that showcases an agents’ personality than traditional channels.
No one wants to explain the issue over and over again.
Agents can read the text supplied by the customer. They can multitask by reviewing other details they have access to. Some tools even allow them to share a screen or send links and screenshots to help.
While a person can only be on one phone call or reply to one email at a time, with chat they can juggle a few at once.
They may want to stick to one or two. But if they’re working the chat queue full of quick and simple questions, handling more than one can be manageable with practice.
With careful scheduling, live chat support are available round-the-clock.
With the availability to cover the whole day, customers will have little reason to complain.
This allows a chance to make a good impression and give customers a reason to stick around.
Some may be customers who switch to using chat instead of email/phone support. A part of the growth are people who found chat and realized they could get immediate help.
For instance, would a customer pick up the phone and call support ? Or would they be more tempted by someone else that was already available?
Most people are more likely to ask questions over chat instead of calls.
Agents would be able to store, organize, and tag chats to filter them for review later.
Consider tagging for things like feature requests and bugs, as well as by question type or topic. Agents can spot the updates faster. As a result, they would be able to help more customers out.
Some of the industries that partnered with us found their dedicated 24/7 live chat support team:
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