08.29.2023 Jonathan Kirkland
The most effective way to answer your customers’ questions today is to meet them in the channel they prefer, with a solution that gives them seamless access to customer support when they require it.
Over the past few years, live chat has become one of the essential components of a website. Live chat, whether it is talking seamlessly to a chatbot or a customer service agent, provides customers with instant support.
In fact, according to Comm100, millennials prefer live chat for customer service over every other communication channel.
In this blog we take a look at what live chat actually is, why it’s so beneficial to your company’s customer service program and how implementing a call center messaging and analytics solution can help your brand reach new heights in customer engagement.
Let’s start by looking at what exactly live chat is.
What is live chat in customer service?
Live chat is a customer service solution that allows customers to communicate with either a customer service representative or an artificial intelligence (AI)-powered chatbot in real time, rather than having to speak with a representative on the phone.
Live chat software has been typically delivered through an embedded chatbot on a company’s web browser, however brand’s are now making the most of live chat customer service through a range of mediums including SMS, web and social.
With live chat, customers are able to send their questions directly to an agent or AI bot and receive an immediate response. The live part of live chat refers to the real-time back-and-forth conversation that is delivered.
Some solutions, such as Advantage Messaging, offer both synchronous messaging and asynchronous messaging - empowering customers to engage with your brand when it’s convenient for them on the digital channels that they prefer.
Why live chat can enhance your customer service strategy
Live chat was previously “nice to have”, now it's an essential component of any leading customer experience (CX).
Modern customers love live chat. Offering this seamless customer service solution can help your brand to stand out from its competitors and significantly boost your customer satisfaction levels.
In fact, according to a study from Zendesk, live chat has the highest consumer satisfaction rate of any channel at 92 percent. Live chat was considered more effective than voice (88 percent), web form (85 percent), email (85 percent), as well as Facebook (84 percent) and Twitter (77 percent).
Here are just a few of the benefits that live chat will bring to your customer service program:
- Live chat support is highly accessible, meeting customers on their preferred platforms and at their favoured times.
- Live chat support is timely, answering customer queries quickly.
- Live chat support is conversational, allowing customers to speak with your brand just like they would speak to their friend.
- Allows your brand to offer 24/7 support.
These are just a few of the key benefits to your customer, don’t forget that a live chat solution is also beneficial for your business. Live chat can transform your customer experience for improved satisfaction levels, boost your customer service agent’s productivity, reduce call center costs and much more!
Implement a world-class customer service messaging solution with Advantage Communications
Is your brand looking to implement a call center messaging solution that will delight your customers and help your business realize a huge return on investment? Look no further than Advantage Communications’ Advantage Messaging solution.
Advantage Messaging is a conversations engagement platform that empowers your brand to conduct rich conversations between customers, AI-powered bots and human agents - enhancing how you interact with your customers.
Through a centralized solution, Advantage Messaging manages your entire customer messaging solution from creating purpose built AI-powered bots, supporting a large number of conversations across a wide range of channels and analyzing messaging performance.
For more information, contact Advantage Communications today. Our team of customer support experts would love to answer any questions that you may have.
