When it comes to providing high-quality customer service, the accessibility of your support team — as well as the timeliness of your response — are two key factors in delivering a positive user experience.
Adding a chat service to your website can meet both these demands because chat channels reduce stress for customers by meeting consumer needs in a more immediate fashion.
By adding live chat to your support offering, it demonstrates to your customers a commitment to providing more immediate solutions across different platforms by reducing time-consuming roadblocks like waiting on hold.
With the added convenience of a more accessible support team, your support reps can expect an increase in work efficiency as well.
Most live chat services allow support reps to handle more than one case at a time, improving individual productivity among your team.
Even without taking multiple chats at a time, the structure of the channel allows for easier, time-saving transitions between cases.
With reps able to take on more cases within the same period of time using live chat, you can use the same amount of reps to double or even triple your potential to take on more support cases. This can save your business a significant amount of money because you won't have to spend more on your payroll to meet a higher support demand from your customers during busy times.
That increase in engagement will also raise your potential to influence customers at the evaluation and decision stages of their buying process..
Along the spectrum of customer support, chat can be described as a halfway point between phone and web channels.
Like the center of a Venn diagram, chat is a happy medium between these two channels — and it tends to be the happy medium for most support teams, too.
