Is Adding Live Chat One of Your New Year’s Resolutions?

HFC Blog Post - Live Chat in 2016

Tina Arnoldi

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Everyone wants to start off the new year in a good way – whether that means a change in one’s personal or professional life. With the fast-moving pace of technology, there are always new strategies to employ that help with the day-to-day activities of our professional lives. If improving business processes and streamlining communications is one of your New Year’s resolutions, here’s a few reasons to consider live chat software as part of that mix.

It is consumer focused: Customers can easily access chat from your site and it allows for real-time conversations. In our multitasking world, they can open a chat window with your agent while working on something else on a second screen. Since a majority of us spend a significant amount of time in front of a screen, it meets customers where they are.

It saves on costs: Customer support isn’t cheap and live chat is one solution that can help you save on costs. Your agents can have multiple conversations happening at once, unlike what happens with a phone call. Since this is a time saver, it can reduce the costs of customer support personnel.

It keeps a record: Although many support calls are recorded, that happens for the company’s benefit, not the customer’s benefit. With live chat software, there is a transcript of the conversation that the customer can refer to as needed. It also provides background information if another support contact is made at a later date.

It provides good data: Different live chat software will track different things, but it could include data such as location – determined by IP – as well as any referral links that brought them to your chat page. Any opportunity to collect consumer data should be utilized.

It can increase sales: When prospects have reached the point of purchase, live chat can help move them through the funnel to become a customer. Having an agent walk them through the steps to make a purchase gives them confidence in your company and can increase the total sale amount. Those who cannot find a quick answer to a question about a purchase are the ones who are more inclined to abandon their shopping carts.

It easily routes customers to the right agent: No one knows everything. No matter how well your staff is trained or how long they have been with the company, they will know some areas of your offering better than others. With triggers in place, you can ensure your chat questions are directed to the best agent for that specific need.

It de-escalates a crisis: There is nothing worse than being on the phone routed from person to person and telling the same story over and over again. Or – not even being able to reach a person no matter how many times you press “0”. When customers can access support quickly, they are more likely to keep their cool rather than starting the conversation with a few profanities.

There is no end to the list of live chat solutions that are available today, but HappyFox Chat is one of the best available. Learn how you can start using HappyFox Chat right now, with 14-day free trial!

Tina Arnoldi

Tina Arnoldi, the founder of 360 Internet Strategy, is qualified in both Google Analytics and Google AdWords, and part of the Google Partners program. She helps clients develop and manage their internet strategy. Tina is also an experienced presenter, offering instruction on topics including Google tools and social media.

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