If you have been to our website recently, you may have noticed the “Have a question?” box at the bottom of your screen. If you click on this box, you will be directly connected with a DRM representative that can answer any question you may have. If a customer wants to ask a quick question instead of going through the process of dropping everything to pick up the phone, they now can with the click of a button. Long story short: Live Chat is an awesome feature that your customer service team should be using. Not only is it great for customers but also for companies. Here are some reasons why your company should implement a live chat feature just like we did.
It’s Easy To Use
When we say that it is easy to use, we mean both for customers and your staff. Live chat is becoming increasingly popular for companies with a customer service focus due to its ability to instantly connect to their customers. Since nobody likes calling a customer service number, waiting for a representative and maybe having your question answered, being able to reach a real person within minutes shows that your company cares. Most chat software is also very flexible and user friendly for companies as well. Most chat software allows you to receive messages from both desktop and mobile. You can also set up multiple users and departments so that your customers always are able to reach the correct person.
When you are a business owner, you want your employees to be as efficient as possible. While customer service representatives typically can only help one customer at a time over the phone, they can assist multiple customers simultaneously using live chat. This helps your company save money on staffing and also helps keep your phone lines clear since the majority of customer inquiries will be solved using live chat. It’s a bonus that customers can also multitask while speaking to a representative as well.
Along with being a valuable customer service tool, live chat can give your marketing department actionable information. Live chat can be set up as a lead generation tools by requiring customers to enter their information before engaging in a chat. Fortunately, this only scratches the surface of the types of information you can gather with chat software. Most chat software allows you to track information such as operating system, number of visits, location, referring link, time on site, etc. This data can help you predict customer behavior and adjust your marketing strategy accordingly. Most chat software also offer transcripts of chats which allow your marketing department to reference conversations with customers.
With customers getting smarter, hard sells are becoming few and far between. If someone contacts your company through live chat, they are most likely already a pre-qualified lead. When someone is already interested in your product or service, it is easier to nudge them towards additional products or services. During a survey conducted by Forrester Research, they found that “Around 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.”
Remember the last time you called a customer service hotline and they asked you to stay on the line to answer a brief survey about the service they provided? Remember how you did not stick around to answer that survey? Most people hate calling customer service lines so trying to get performance feedback is very difficult. Receiving customer feedback from live chat on the other hand, is very simple. Most chat software offers companies to include a short post-chat survey which people tend to answer before closing out the chat.
Now that you’ve decided to implement live chat, the next step is choosing the right software. While there are many different options on the market, there are many factors to consider. LivePerson is one of the most popular on the market but it somewhat pricey. We are currently use Pure Chat which is relatively inexpensive and offers a lot of customization options. It also doesn’t hurt that there is a free version that you can try out to see if you like it.
Do you need help building a proper marketing strategy for your business or brand? Dallas Riffle Media is a full-service marketing agency based in Cleveland and specializes in web design, branding, video production, graphic design, online advertising and more. Give us a call at (330) 274-7658 or send us a quick email for a free consultation. Or better yet, just use the live chat feature on our website.