1. What is direct chat support?
Direct chat support is an online customer support tool that allows customers to communicate with real-time support agents. This is an open door for people who visit your site to engage with your company. Instead of talking on the phone with representatives, Live Chat creates direct interactions between customers and brand representatives through chat boxes in the browser. This tool is useful for customers to connect to your company with any purpose, whether they need product information, solutions to problems, navigate directions or policies related to available customers.
With direct chat, you can answer questions in place, give customers the instant response they are looking for. Chat support directly gives your customers a much faster response than other standard support channels, such as e-mail, where the response can appear after a day. For this reason, customer support chat has a 73% satisfaction level, while email or social media only ensures as high as 61%. Not only increased customer satisfaction, customer retention also increases. More than 63% of consumers share that they can consider returning to websites that include direct chat.
Direct chat support is the most suitable customer support channel for multi-tasking people, such as parents, students, or secretaries. The quality is needed by customers from email support, such as clear, fulfilling professional information and tones; It is also built based on the intention that customers will receive answers quickly. Why is Direct Chat Support Important? And should we outsource chat support directly?
Customer support chat is preferred and generally used now that it is one of the main support methods of many companies. Here are the reasons why direct chat is very valuable as a support channel.
Outsourcing direct chat support
Cheap Moderation - Live Chat supports outsourcing experts
Save time for customers: everyone multitasking now. This is why customers tend to reach through chat directly because it means they can do other things while waiting for the foundation. Indeed, more than 51% of customers choose chat support for this reason. Even when customers have to wait for a while, they can still continue to do something else. Chat support directly connects customers instantly with agents without a complicated number call before they talk to the agent. Direct chat also helps customers answer questions related to their purchases in place. It is highly valued by consumers since 44% of them considering one of the best features of the website is the ability to talk to representatives when buying online.
Cost-effective for business: direct chat does not always need one-on-one interaction between customers and agents. Offering real-time customer support chat means that representatives will handle several conversations simultaneously. Therefore, there is no need to employ more agents. Because customers accept suggestions that are adjusted according to their individual needs, you can reduce costs, such as product returns. Live chat is also more efficient than a call center for reducing the cost of the entire assistance center by shortening the waiting queue.
Get Competitive Advantages: It's always important to stand out from your competitors. At present, in the industry what your business is, the list of rivals increases quickly. Not only small to medium businesses, but large companies also recognize the importance of customer support chat and use it to get a step further from the competition.
Increase Sales: Online Shopping is more common. Without face-to-face interaction with a product or sales assistant, people need customer support to help them in various stages of buying something. A total of 83% of consumers need brand support when they make online transactions.
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