For the contact center leg of business, chatbots and live chat are an expected way to support the customer experience. Some companies are hesitant to add chat support to their websites, thinking it may be a bothersome approach to offering help to their customers, but research would disagree.
Discover how a chat service is an important part of having effective contact center solutions and delivers a positive impact on the customer experience.
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Chats are real-time, text-based, digital communication between the contact center agent or call center software and the customer. It’s initiated by the customer, though a pop-up service is usually offered as part of the software, and near instantly connects the customer with agents who can help resolve their issue or answer questions.
Chat is a convenient way for customers to directly connect with agents without experience holding music, and queue lines. Also, an added benefit of chat is giving customers who prefer reading answers rather than listening or writing down what they need to remember from talking with agents.
Live chat is quickly becoming recognized as a key to customer satisfaction and conversion. More than 80% of website visitors are likely to become a customer as the ability to learn more about a company’s service or products is at their fingertips rather than needing to search for answers. Live chat also has the highest consumer satisfaction rate out of contact center channels and is becoming the preferred method of digital communication due to the quick responses.
Besides the enhanced customer experience, other benefits of bringing chat software or live chat to your contact center include:
It’s important to have a strategy for your chat feature, whether it’s a chat bot or live chat, you need to have goals for your agents to follow. Below are several live chat strategies you can implement with your agents to enhance the contact center:
Although most of us are accustomed to chatting with other companies and friends on digital platforms, being a live chat agent is very different. It’s important to train your agents effectively and give them the tools to be successful with customers:
By providing chat as a channel in your contact center, you’re approaching the new omnichannel standard expected of customer service. You can increase monitoring of agents and help improve their performance, offer better ways to connect with your customers and benefit from the increased conversion that chat provides businesses.
With Cerium Networks, we provide contact center solutions that are personalized across all touchpoints for customers and the agents who assist them. Discover how we implement chat and bring its benefits to your contact center.