Key benefits of using live chat support
Ability to support round the clock
Live chat helps customers resolve their queries instantly. And therefore, their time on your website increases thus reducing the chances of them exploring options other than your organization. And more importantly, if a customer reaches out to your support team at a time when your agents aren’t online, chat tools like Freshchat can engage them and give them an ETA on when a support agent will get back to them.
Self-service
Using live chat software can help customers with self-service options, where they can find what they need on their own. These typically include product information and how-to’s in the form of FAQs, Knowledge base, videos, articles, and so on.
Canned responses
To enable the volume of customers a support agent might handle in a day, live chat tools offer the ability to create canned responses. It means they can create a predefined set of response templates and assign them to short codes. Then every time your agent types in the shortcode in the chat window, the predefined response is sent to your customer. This helps support agents effectively handle several conversations simultaneously.
Customer context
Using live chat software allows you to support them proactively as it gives you contextual information about them. Imagine, your customer has added products to his cart on your ecommerce site and is reconsidering the decision to purchase. With that context, you can offer them a discount and help them go through the purchase cycle.
Intelligent routing
Live chat tools help customers by intelligently routing them to the right teams to support them. For instance, if your customer has a billing issue, they wouldn’t like to start their conversation with a sales person. Tools like Freshchat can directly route the customer to the billing team for a seamless experience to resolve their issue.
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