In any discussion of the various customer service channels being used today at contact centers within companies both large and small, self service is usually dubbed as the service channel that is the least expensive of all. However, self service is exactly that– self service. This model of customer support calls for a concerted effort on the part of your customers to first identify the problem, diagnose it, and then go looking for the solution which is usually tucked away between hundreds of web pages and multiple layers of FAQs. As they say in China, this isn’t everyone’s cup of tea.
Self service has never been voted as the most preferred service channel in any customer support research study. The case with live chat software, however, is entirely the opposite.
Service Channel that Delivers
There are good reasons why live chat, as a predominant service channel in the support realm, tops the list on two scores—price and effectiveness. While we will touch the latter briefly, we will go into detail about the former.
Why is Live Chat effective?
Live chat is effective because it opens a direct communication channel with customers in real time, leaves a written record of the interaction through chat transcripts, and helps to preserve anonymity. It is also effective because there are usually zero wait times, responses are mostly right on the mark, and chat reps and customers can literally go through the entire website if they choose to do so one page at a time. This is possible by using a feature in live chat called co-browsing. The chat window remains open, active and fully functional while web pages are being switched.
How Can your organization save money and optimize resources through live chat software in addition to these beneficial attributes? Here are three ways in which you can do so:
Manage the Cost Factor
AS we move the discussion from pain points to price points, the first thing we notice is how inexpensive live help is when compared with other service channels such as phone service. According to the Forrester North American Technographics Customer Experience Online Survey, live chat is 30% less expensive than phone if the chat rep handles three chats simultaneously and 17% less expensive than phone if the chat rep manages only one chat at a time. There are other studies which put the cost of chat-based customer support at $2 per chat depending on the geographic location from where the chat service is being rendered.
Optimize your financial resources by implementing a proven and tested live chat solution and training your chat reps thoroughly. They are the first point of contact for your customers. Their product knowledge, time-to-response and domain knowledge will not only help you to control costs but also to drive more business to your company both directly and indirectly. The more expertly your chat reps will process chat requests, the more you will save.
Create a Multiple Chat Environment
Not every chat rep in your company will be able to handle more than one chat request simultaneously in the beginning. There is indeed a minor learning curve involved. With some practice, multiple chat management becomes second nature to many chat reps. Try to hire QWERTY touch typists because accurate speed-typing and cost-optimized live chat go hand in hand. Your budgetary allocations will yield more dividends once your chat reps begin handling multiple chats at the same time.
Leverage Analytics for Free
A Third way in which live chat software helps you to optimize resources and control costs is by eliminating the need to subscribe to analytics services. Most advanced analytics services now charge a monthly subscription fee. On the other hand, these services, in most part, are bundled into your life chat subscription costs and not billed as an added service. This holds true for Live2Support as well where we provide a full spectrum of high voltage analytics without an additional charge. Analytics provide a scientific way to measure website performance, assess traffic counts, and predict visitor trends on your website.
While there is no such thing as a free no obligation trial for phone-based customer support, all the lead players in the live chat domain provide free trials. It makes perfect sense, therefore, to match your organization’s live chat expectations with the services provided by a live chat company and experience live chat from within.
At Live2Support, we constantly strive to update our technology so that you can leverage every opportunity to increase sales, improve customer support, and conserve resources while you are engaged in this two-pronged mission. Features such as proactive chat, co-browsing, push URL, analytics and visitor monitoring, only to name a few, are all built into our live chat service. We even go beyond the basics and provide a wide array of apps, plugins and widgets so that you are able to integrate our application with your CRM, CMS and other platforms at no extra cost. Visit our features and benefits pages to learn more.
Have you chanced upon a creative and innovative way to use live chat to manage your support budget? Is there a feature, you believe, will help with resource optimization? We would love to hear from you through our blog comments.
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