Live chat support software has become a popular option for small and medium-sized businesses to provide customer support to their customers. It is also ideal for large companies that have branch offices in different cities. The use of live chat support software is more cost-effective than employing an in-house call center. With a single telephone number, a company’s customer service agents can take phone calls, send e-mails, and chat live with the customers. Below are some advantages and disadvantages of live chat software:
One of the best uses of a good live chat software is marketing automation. With it, you can streamline your customer support process. For one thing, you will be able to track all the actions that your customer takes from clicking on one of your web pages to filling out a form or buying your products or services. With this software, you can have a simple yet effective sales and marketing automation system. The benefits of using live chat widgets for marketing automation are twofold.
First off, a hosted PBX service may be quite expensive. If you have more than 10 phones in your organization, then it would be impractical to operate a call center by employing personnel and renting out phone equipment. On the other hand, if you use live chat support software instead, you will not need to pay additional capital investments for these kinds of phone numbers. As long as you have a web-based application and the budget for purchasing and maintaining the software itself, you can set up a one-time fee per month for unlimited phone numbers.
Second, with a hosted PBX service, your technicians will need to visit all the office locations to conduct the necessary customer service. This means that you will lose productivity especially if you have different branches in different places. This is not the case with a good live chat service. With one of these applications, you can place a single call to any number and have the customer service representative to interact with your employees even if they are located in different parts of the country. You can also set up payment plans for your small businesses for as low as $.20 per month and be able to enjoy several features such as automated attendant, caller ID, music on hold and much more.
Lastly, customer service is often the key to ensuring sales. However, in this fast-paced business environment, you sometimes have to make last-minute purchases. Live chat solutions can help you make these sales since they provide live conversations with your sales agents. By allowing them to give their customers helpful answers, you will not only improve their customer satisfaction levels but you will also retain them as repeat clients.
One important consideration when you are looking at purchasing a live chat service is how much per month you will have to pay. Some services offer monthly subscriptions where you have to pay at least seven dollars every month to enjoy ongoing support. Other solutions are available at a lower cost; however, you do not have to choose between a large budget and excellent support. Free live chat support software offers many benefits such as automated assistance, but the drawback is that these solutions are not as robust. Paid plans start at just seven dollars per month and can go up to ten dollars per month, depending on which components are included.
In order to determine whether a paid plan is the right choice, consider what it can do for you. Since live chat support software provides real-time interaction with customers and agents, it can improve customer satisfaction. It helps you improve customer conversations by giving them useful information as well as directing them to the exact solution they need. You can direct them to the phone book or the Web, which means that they do not need to go searching for you while wondering where to go next. When a customer gets the right questions, they will probably be more likely to stay with your company.
In addition, having access to real-time conversation gives your support agents and technicians an advantage over those who cannot immediately access help. With instant access, they can handle customer questions and give them helpful advice before the customer has time to call back. Your support agents can then give them specific instructions and get them moving toward resolution. Having access to live chat also allows your customer care representatives to track the progress of their case.