Live Chat as an Effective, Omni-Channel Communication Channel

E-April17

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When you are looking into adding customer service options to your business, one that you should consider is live chat services like those offered by Endicott Call Centers. Live chat provides you a low-cost option to provide high-quality customer service and interaction with your customers.  Endicott offers high-quality and effective live chat options that engage your customers and answer their questions on the spot.

Live chat, when used as part of a comprehensive omni-channel communication plan, provides your customers an option to get their questions answered instantly. By having an omni-channel approach to customer service, you allow for a more seamless and positive customer service experience. Not only are you giving them the option of how they want to interact with you, but you are also providing high-level support.

Improved Customer Support with Live Chat

When your customers interact with your website and have questions, they want answers immediately. With live chat services from Endicott Call Centers, they can get those answers instantly, 24/7, 365 days per year. This immediate interaction helps keep customers on your site and lowers the chance of them going to a competitor. Live chat helps boost sales and increases customer satisfaction.

When it comes to reaching out to support, customers vary in how they want to make that contact. It can also depend on what level of support the customer needs. Having multiple channels allows the customer to make that determination and use a method they are comfortable with. This leads to a better experience for the customer and can lead to increased sales and brand satisfaction. When using Endicott’s live chat features, customers report an 85-90% success rate.

Allowing your customers to have multiple points of contact with your company also helps strengthen your brand and your bond with your customers. Customers want to feel they have access to your company in order to feel satisfied with their choice, and live chat is another cost-effective and high-quality way to accomplish this.

Easy Option

Endicott Call Centers makes adding live chat easy. Live chat is simple to implement on almost any website and can be customized to fit your needs. Our operators are available to help your customers 24/7, 365 days per year. They are also trained to upsell your product while they assist your customers, which leads to an increase in sales.

When you set up your service, our staff will work with you to create a unique script to answer ‘frequently asked questions.’ Operators can also offer advice and help guide your customers through your website and processes. This allows the customer to be more at ease with your company and can increase sales and significantly decrease shopping cart abandonment. Live chat is easy to implement and a low-cost solution that greatly improves overall customer service.

Gain Additional Insight with Live Chat

When customers use live chat services, it allows you to gain more insight into the types of questions they have or the issues they are facing while navigating your site or products. This allows you to identify common problems and correct them. It also allows our operators to identify customers who need additional assistance and provide the help they need. This will lead to more sales and an improved bottom line.

When customers use live chat options, there is a text record of the questions asked or customer service issues they were facing. These records can then be studied and reviewed much easier than recorded phone calls. This allows you to use the records or gleaned information in training for your staff that can help them understand issues raised by your customers. Reviewing these records also allows for quality assurance since you can see how the issue was handled with the customer and see what issues the customer had.

Seamless Transition

Sometimes when a customer starts using a live chat option, they may need additional help. In these cases, Endicott operators can seamlessly transition the customer to a live agent or with your office staff to finish their business. This transition is important to make sure the customer follows through with their transaction. Delays can cause customers to look to competitors or abandon their purchases altogether.

As we move into the future, it is predicted that digital options such as live chat will replace options like a traditional phone call or email for customer service solutions. As needed, you can make changes to the scripts and add additional information to expand your chat services and steer away from more time-consuming options.

How Endicott Can Help

Endicott Call Centers is a national call center with omnichannel services. We are fully equipped to help you with your business and any special circumstances.

Request a quote or call 800-947-3227 to learn more about our solutions for creating exceptional customer service experiences for your clients. And, we’re happy to offer our insight into what your customers and employees seek from your company.