Chatbox for customer support
Having a chat box as part of your customer support improves the trust in your organization. Being in the era of instant gratification, more and more customers prefer chatting online with a customer support agent to instantly resolve their issues than reaching them over the phone or email. Freshchat is a modern online chat box and is asynchronous in nature, which makes it easy for customers and agents to have meaningful conversations by giving the support agents insights into the history of past conversations.
Here are some key benefits chat boxes can bring to your customer support:
Chat with customers round the clock
Offering online chat support helps in improving the customer lifetime value, because instant support reduces the need for your customers to explore other options than your organization. Online chat tools like Freshchat helps you engage with customers even during offline hours and gives them an ETA on when your support agents can get back to them. Also, you can:
- Incorporate bots to answer frequently asked questions and resolve support requests
- Reduce the resolution time by intelligently qualifying and routing the requests to the right members
- Use Priority Inbox to improve your first response time
Self-service
The scope of chatboxes go beyond live support. It is also about offering self-service options, where you enable your customers to resolve their issues themselves. Self-service typically includes the list of FAQs, the necessary knowledge base that customers can use to help themselves, videos, articles, and so on.
Canned responses
One of the key advantages of online chat is that your support agents can have multiple conversations simultaneously. To speed up the response from your support agents, modern chatboxes give you the option to create canned responses, i.e., the ability to reply with a predefined set of response templates.