- It gives busy people the option to skip being on hold as well as multi-task while they’re still chatting with customer service reps.
- Also, the time lag between responses gives the service rep a greater ability to search for the right solution or answers for the customer, thus making them even more productive and efficient in their jobs.
Chat also gives both users the opportunity to engage emotionally via emojis, smileys, and gif. These benefits make Live chat a win-win channel for customer service.
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According to Customer service & experience expert, Shep Hyken – “Live chat is a channel that’s very comfortable for customers. They accept it, it’s quick, they typically aren’t waiting on hold like when they are making a phone call so they are happy to use this medium. I think all stats and facts are pointing to high acceptance of using live chat”
Live chat is a great customer service channel & customers are gradually adopting it as a good way to connect with businesses and get results. For companies in which the website is a major customer touch-point (such as e-commerce) websites, Live chat becomes a game changer that can reduce cart abandonment rates, drive sales and improve the buyer experience.