Teknologi.id - Customer base and business grow, keeping up with customer expectations becomes a challenge. Most customers demand their problem to be solved instantly via customer service. Moreover, a growing number of customers indicates a need to reach out to more people, while also considering their preference of channels. Customers may demand a more efficient service, which are able to provide instant solutions and connect with more people. Non-real-time channels such as emails and online forms are unable to provide instant solutions. Thus, there is a demand to introduce the best way to provide solutions to customers accustomed to using non-real-time channels. A real-time channel such as Live Chat may be the solution they need.
Live chat is one of the most dynamic ways to communicate with customers, which is very important to provide in today's digital era. Live chat is a professional online and live messaging service where customers can ask questions or report an issue related to a product or service available from a company. As an additional feature to live chat, an Omnichannel Customer Service is introduced. Omnichannel Customer Service is a personalized live chat service, connecting to customers' preferred chat application, such as WhatsApp or Line.
Read more: TapTalk.io: Reach Customer Loyalty and Brand Commitment with Omnichannel Customer Service
This is an essential benefit, compared to the standard live chat. Omnichannel Customer Service not only connects to a variety of chat application, but also centralizes all chats into a single dashboard. Compared to a regular live chat system, an Omnichannel Customer Service has the ability to answer questions in real-time while considering customers' preferred channel, creating instant and personal satisfaction. Customers can also receive responses much faster than non-real-time communication channels such as e-mails, in which responses can take hours or even days.
There are a few key benefits in implementing live chat in customer service, such as an increase in sales revenue, implementation cost-efficiency, better response time, and a higher scalability.
1. Increase in Sales revenue
Why do we use live chat? Live chat can help you increase sales. A study on the use of the method shows that 38% of consumers are more likely to purchase a product if they offer live chat support. Furthermore, another study supports this benefit, stating a three times higher likelihood of customers to make purchase. From the data, it can be concluded that live chat provides easier and faster access to a conversation by customers to the business service team. This benefit creates a positive impact, the use of it increases the chance of changing visitors into paying customers, thus leading to an increase in sales.
2. Cost-Efficient in Implementation
Phone support used to be the most preferable customer service method. In fact, the use of a phone call for customer service can be expensive both in toll charge and per-hour cost. With live chat, we can cut down our costs up to 17%-30%. This is possible through the handling of multiple visitors by each chat agent at the same time. With proper training, one live chat agent can handle up to three to five chat simultaneously. With this benefit, a small team of agent is able to serve the same number of customers as a large team of phone support.
3. Better Response Time
The use of live chat can give customers better response time for our customers. Even better than that, it can be integrated with an automated message to send a simple message providing immediate response to their users. Why is response time such an important issue? Customers hate waiting. According to a study published in Superoffice.com, the use of live chat can provide customers with a response time as fast as 7 seconds. Faster response time means happy customers.
Read more: TapTalk.io: Create Better Omnichannel Customer Service Through Live Chat
4. High Scalability
As the business grows, the need to reach out to more people also increases. The use of live chat may be a suitable method to achieve optimum reach, increasing scalability. Moreover, Omnichannel Customer Service can be integrated with mainstream chat applications such as Whatsapp, Line, and Facebook Messenger, and can also be monitored through a single dashboard. Integration with multiple mainstream chat applications is an important aspect because your customers have a preferred chat application. This feature will help you connect with their preference, personalizing your communication and establishing a highly effective system.
Nowadays, live chat is an essential aspect of customer service system. There are many benefits related to the use of it, such as an increase in sales and customer satisfaction. Moreover, live chat offers a more cost-efficient customer service method. It also increases response time, guaranteeing a higher rate of users returning to the business as customers. In a growing business, there is a need to reach out and powerful tools to connect with more people through a variety of channels. TapTalk.io Omnichannel Customer Service can help you achieve it. TapTalk.io Omnichannel Customer Service offers you the simplicity in managing your customer service, becoming an added value in providing customer services. Good customer service will improve your customer engagement, increasing customer experience satisfaction. Achieving customer expectations is of utmost importance, as customers are the key aspect of business growth.
