Businesses are increasingly tapping the potential of customer service chat for providing quick, fast, reliable, and quality customer service at affordable rates. Web-based chat service is done in real-time and is immensely beneficial to improve business efficiency and profit. Employing chat-based service is cost-effective and economical as compared to providing phone-based service. But there are several more reasons equally important as to why chat-based customer support are important for businesses.
Credibility
When many online businesses are eying a large portion of customers shopping online, providing customer service through chat offers credibility to your businesses and provides competitive edge. As many businesses are providing same services and products, what makes your business stand out and unique is chat-based service. Providing chat service ensures that the buyers receive a personal touch and full attention to resolve their queries and doubts.
Performance
Chat customer service has higher performance capability than phone based service as visitors/buyers can be rightly guided and effectively served according to their needs. Also, performance is guaranteed in online chat-based service as it is supported by additional features like sharing of display screens and forwarding screens to the customers. This significantly improves CSAT by reducing AHT (Average Handle Time). Since, competent agents interact with customers, higher FCR scores are noted. Unlike voice-based service, an online chat representative can effectively cater to multiple customers at one time thereby ensuring high performance, high productivity and reduction in costs.
It is beneficial to provide customer service chat facility at online websites as companies can provide quality service, ensure higher customer retention, and reduction in costs. Providing chat-based service establishes a personal relationship with visitors of the website that increases the chances of sales.
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