How does live chat answering service work?
40% of live chat answering services users have a higher chance of making a purchase. This number increases if the answering services are delivered at the highest level of quality. To ensure this, a business can set a certain level of requirements for the live chat answering service team:
24/7 customer support
90% of customers say instant responses are important for their satisfaction level. 60% of customers define ‘instant’ as up-to-10-minutes-or-less. Providing live answering service around the clock is pivotal in making sure the customers get their answers right away, no matter the time zone of the customer.
Process set up
Providing the best live chat services is impossible without having all processes set up. There are several points a support team needs to address:
- Necessary soft- and hardware
- A knowledge base filled with all necessary information
- Sufficient amount of teammates to cover all shifts and provide necessary support
- Streamlined communication with the management
With these set up and running, a live chat answering services team will be at the top of their performance 24 hours a day, 7 days a week.
Teaching the team
42% of customers prefer live chat to any other means of communication. An answering service team plays a pivotal role in converting the users and turning the customer base loyal. They are the ones who provide top-notch service and quick answers and, just like call centers phone operators or a virtual receptionist, they are often the ones who form a first impression for the customers. Teaching them properly will make sure they know the product or a service by heart and can perform at their best no matter what question is thrown at them.
Regular QA based on chat iterations
68% of customers say a polite customer service representative is a key to high customer satisfaction. A dedicated web chat service team establishes the tone and the style of communication, influencing the satisfaction level. Regular QA will ensure a live chat answering services team provides the customers with a high level of communication. After all, those communicating with a brand over a chat window are likely to spend 60% more than those communicating via any other channel.
Following these points, any businesses can make sure their chat customer support provides the best service to their customers.
Forget phone — chat service for customer support
Despite its efficiency when it comes to customer satisfaction, only 9% of businesses use live chat on their website. Despite this, chat is an important step on the way to the omnichannel customer communication system.
45% of businesses do not use live chat data to improve the quality of their services. Live chat can give valuable insights into the customers’ behavior and preferences. We at SupportYourApp use our in-house built ticket management system QCRM which not only helps us resolve tickets fast and efficiently but also gives us all the necessary metrics for measuring customer satisfaction.
We made sure that both: our team and our clients have easy access to all necessary metrics which could help the team see the bottlenecks of the support process. The customers can:
- Evaluate the product and the services of our clients
- Provide detailed feedback on possible improvements for the product
- Evaluate the quality of the support services
- Send their feedback directly to our clients’ teams, ensuring that they are being heard
With 51% of our customers using QCRM, we can say that it has a tremendous influence on the productivity of our support teams and helps us get all the necessary customers' information but not only providing feedback, but by ensuring an omnichannel approach 24/7.