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Tired of tangling with complicated Excel spreadsheets and formulas?Effective live chat systems come packaged with every type of report that a contact center manager would ever need, showing everything from detailed agent utilization to customer satisfaction scores in a clear, straightforward console.Offering live chat on your site, then, becomes a differentiator in itself, allowing customers to ask questions and resolve queries in a more seamless way than your competitors.If you’re considering contacting a company on the other side of the world, often making a telephone call is out of the question due to the expense of the call.The same report shows that customers who use live chat are three times more likely to make purchases versus those who don’t.Additionally, a Forrester study on Wells Fargo’s implementation of live chat showed that it produced a double-digit increase in conversions. Well, allowing customers instant access to your sales and support teams allows for a decrease in abandoned cart rates, since customers can resolve problems at the point of sale.She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions.
Live chat systems outperform telephony in several ways too.
Imagine if your bank only provided information over the phone – it would be in trouble very quickly as phone lines get swamped and customer’s finances go haywire. Here’s a quick rundown of some of the biggest live chat benefits: When talking with customers over the phone, agents can only handle one conversation at a time.
Because of this, the demand for self-service and multichannel options within industries of every kind is driving the need for businesses to modernize their service and offer convenient, low-effort options for customer contact. Live Chat allows agents to handle multiple chats at once, increasing agent utilization and the number of customer interactions which can be handled on any given day.
Schedule a free demo with us to explore even more benefits.
Kaye Chapman is the Customer Experience & Training Consultant at Live Chat 100 and Comm100.