1. Real-time Help

Email and getting on the phone with the support team can be a pain for customers with time-sensitive issues. Wait times are often long, menus are confusing, and calls are disconnected, making customers feel frustrated. Support agent, at times takes a long time to reply emails. Therefore, Live Chat provides the best of both worlds, letting them chat with you in real-time. You get a response faster than if you emailed and didn't have to speak to anyone.

2. Reduces Repetition

It is common for customers to explain things more than once to your support team before they get a satisfactory answer. Your support team and customers find this frustrating and time-consuming, resulting in lengthy call times and wait times for those customers who haven't been helped yet. A Live Chat integrates a written record with CRM so customers can easily switch support agents without repeating their issues. By reading previous chats, any support agent can quickly get up to speed, reducing their and the customer's time in Chat. Your team can assist more customers in the same amount of time, reducing the overall length of waiting times.

3. Boost Productivity

Your support team can also multitask - e.g. Live Chat agent can resolve simple issues simultaneously, replying to one customer while another is typing. This simply isn't possible with a call centre, where help agents can only talk to one individual at a time. Using Live Chat can also increase a customer's productivity. By leaving the Chat running in the background of their computer or phone, they can go about their day while the Chat is open. Rather than waiting on hold, they can do anything they want while the Chat runs. The customer's experience will be further enhanced, and their opinion of your product or service will also improve. Your team can work more efficiently with DSM Suite 2.0+ Omnichannel Support & Helpdesk tools, which integrate chats, emails, and other channels into one.

4. 24/7 Chatbot

Providing customer service 24/7 is quite expensive, so most companies limit their call centre hours to regular business hours. The Chatbot can help your team assist your customers 24/7 with finding the right documentation. Whenever an issue requires escalation to a Live Chat Agent, the chat record will be ready in the morning, and customers can get in touch with them at their convenience.

5. Edge in business

The live chat feature can give you an edge over your competitors if they don't have it (or don't implement it well). Live Chat is more popular than call centres, so offering it can help support and retain customers more effectively. Don't believe it? Find out what your current customers think about Live Chat and if they would use it.

Final Thoughts

Get valuable insights from your Live Chat

It is challenging to gain data from phone calls. Seeing how long the hold lasted and how long the agent spent on the phone may not provide the insights you want or need. Live Chat allows you to organise and store Chat to review later. You can identify common requests, recurring issues, or product inquiries by analysing the data.

Get a better start with Zooloo. Our team is happy to assist you with your journey towards digital transformation. You will enjoy immense growth opportunities if you partner with the right service provider. Please contact us at sales@zooloo.asia.

• Discover more about Customer Service Strategies
• Find some tips on B2B Sales Strategies
• Looking closer at e-Commerce Strategies
• Read about The Digital Transformation Journey
• Learn more about our “Digital Backbones”

Tags: #CRM #MicrosoftDynamics #digitaltransformation #B2B #digitaladoption #digitalintegration #digitalsolutions #wholesaletradesector #wholesaletrade #customerretention