To get in touch with a business, people send emails and they make phone calls. It takes time to receive a response through email and not many are fond of speaking on the phone or waiting a couple of minutes until an agent takes over the phone. Not to mention that phone support is costly, as toll charges are not cheap at all. On the other hand, live chat is a lot more convenient and it can be installed quite easy. Once it is implemented, a pop-up window appears on the website when a visitor enters asking if they want to ask any questions or require support. Behind the chat is an agent ready to offer their help.
However, besides investing in live chat support, it is necessary to invest in agents offering it, make sure they are professional and responsive, so that visitors donâ€™t leave the website because no one answered their messages. Live chat agent performance is easy to improve once you know such action has to be taken and you are ready to consider additional services from reliable providers. First, the quality of live chat support is analyzed using algorithms and artificial intelligence. Once the results come in and specialists know where the areas that can be improved are, actions will be considered.
Agents have to be able to multitask, to assist several visitors in the same time. If they receive proper training, they can discuss with up to three people simultaneously or even more. This means that customers will not wait for a long period of time to get answers and while doing so, they can visit the rest of the website, find out additional information on products and services, shipping costs, delivery time, return policies and more. When you come to think about it, companies end up saving money with personnel cost, as fewer live chat agents can deal with more people.
Many studies have shown how live chat support increased sales. This is because agents are able to turn visitors into actual customers and once they get their attention, they are able to convince them to buy more and increase their order. Customers are more likely to make a purchase from a website that offers excellent customer service and when they are satisfied with the services received. This is how it is possible to increase chat sales. There are great solutions nowadays that help businesses stay in touch with their customers and improve communication.
Did you know that you can improve live chat agent performance (http://rapportboost.ai/live-chat-agent-performance-cx/)? If you have live chat support on your website, you are certainly interested in ways of improving the experience for the customers. At the same time, you can increase chat sales (http://rapportboost.ai/ab-testing-developing-personality-bots-increase-chat-sales).
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Article Added on Tuesday, January 30, 2018
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