Role & Benefits of Live Chat in a Contact Center

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ROLE BENEFITS OF LIVE CHAT IN A CONTACT CENTER
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Introduction
With increasingly evolving technology, we are
witnessing rising customer expectations across
all industries. In order to stay updated with the
present day customers, contact centers need to up
their game of enhancing customer interactions.
One such feature is Live Chat that is fast
replacing conventional channels of
communication. While you know customers are
browsing through your website, but you wont be
aware whether any of them have any queries or
doubts regarding your service/product offering.
Many of the customers simply switch to another
site or service provider rather than go through
the cumbersome procedure of writing an email or
giving a call. This is where Live Chat works as
an important channel of establishing a
connection. Let us look at some if its major
benefits in a contact center.
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01
Faster Resolution

• Many customers today will chose live chat instead
  of calling or emailing for the simple reason of
  convenience.
• There is no waiting or IVR or automated
  responses.
• The resolution delivered is fast and on the spot.
• This leads to efficient resolution and
  contributes to superior customer service.

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02
Improved Sales

• There have been studies which prove that Live
  Chat improves conversion rates and contributes to
  increased sales.
• Live Chat makes processes more transparent.
• It removes buying objections which leads to
  increased trust between the customer and service
  provider.
• A personalized and direct interaction increases
  chances of sales manifold!

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03
Reduced Costs

• Customer support department can be difficult to
  maintain with only voice agents .
• Live chat is a great help in reducing customer
  service expenditures.
• Agents can interact with multiple customers at
  one point of time saving up the cost of toll free
  lines and managing so many customers on call.

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04
Quick Responses

• In a contact center, a company need to increase
  its efficiency by handling simultaneous requests.
  
• The chat module helps in catering multiple
  request at the same time with help of canned
  messages or templates.
• Customized canned messages helps agents to answer
  the frequently asked questions in a quick mode.

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05
No Risk of Dropped Calls/Missed Emails

• With Live Chat there is no risk of missed calls
  or emails from customers.
• With faster resolution and integrated software,
  one can ensure that no customer communication is
  missed.
• If you have a customer online and an agent is not
  available, you can always go back and convert the
  chat option to a contact form and track the
  customer so that no business lead is missed.

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06
Customer Data

• When we discuss customer service, the more
  information we have about our customer, better
  are the chances to deliver the best customer
  service.
• Filtering the customer on the chat form and
  accumulate his information from there is the best
  practice of the industry.

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A Live Chat option is a great way to stand out
amidst competition. Teckinfo offers their Unified
Contact Center suite InterDialog UCCS, which
comes along with Chat as an important mode of
communication, along with other channels e.g.
Voice, Email, Social Media in a bundle.
Visit our website to know more- Teckinfo.com
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Contact Us
www.teckinfo.com
91-11-49605588
info_at_Teckinfo.com
info_at_teckinfo.com