People are constantly inventing new ways to improve the customer service skills on websites and today one of the most popular and common ways is through online chat.
One to one service
A thing that many customers miss when they are doing shopping online, is that they don’t get the opportunity to interact with someone.
Many customers will have questions about the products that they are thinking of buying and sometimes it can take a while for employees to respond to emails, or customers are put on hold for what feels like forever when they call, which is why online chat is growing in popularity especially since you can download apps on your phone so no matter where you are, you can respond to the customers queries.
Quicker customer service
The customer service process will grow quicker and busier since employees are able to assist more than one customer at once, therefore increasing the amount of sales you make per day, while improving the customers experience of the service.
By using such a fast and efficient form of customer service, you are creating a positive experience for your customers so that they are much more likely to return to your website or recommend you to their friends.
This is also less stressful on the customer’s side of things, since it saves them more time and hassle, especially if they are shy and don’t like to talk on the phone.
The relationship between you and the customer will become more trusting since the customers know that they can contact you through many different sources, whether it be email, call or online chat and it proves that you are a much more responsive and customer orientated company. Customers know they can rely on you and come to you for help.
Offer your help
When customers visit your website, you will be notified so that if you want, you can message them as they go online, offering to help them if they have any problems or questions.
Expand the amount of clients you reach
Although you have a website, this does not necessarily meant that all customers feel comfortable using it and there is also the issue that people may feel shy contacting you, which is why online chat is extremely beneficial for those people who prefer to text.
It is likely that you will find that the amount of people contacting you and asking questions will grow as your website will come across as more trusting, therefore improving the popularity and knowledge of your business.
Improve your competition
Your company will have that extra edge of competition above the other companies that are working against you.
The customers will appreciate that you are keeping up to date with the latest trends and technology to make their lives easier.
How can you improve?
Using this form of online customer service, can also improve your business as you can find out what products the customers are after, or what the company can do to improve their business and services.
There is also the advantage that when your customer is texting you about any problems they have encountered or questions they have, the information you collect from them can help you to improve any errors and gaps on your website, helping to improve the customers experience even more in the future.
Through this service, you can keep track of not only how quick customers are served, but also which questions frequently come up.
The advantage of this is your company could prepare responses for the employees to reply back with when these questions come up again in future, to make it quicker and easier for both the employees and customers.
On the other hand, you could prepare a FAQ page for your customers to have a quick look at whenever they have a question, so that your employees can serve other customers, which will ultimately improve the efficiency of your website.
Have you experience the problem of not being able to understand your customer due to either a bad line or because of their accent? Online chat fixes all of those issues, making everyone’s lives easier and quicker without the embarrassment of having to ask the customer to repeat themselves a third time. All it takes it a quick simple text and that is it.
For customers who need certain documents or links sent to them, this is a much quicker and easier process to do over the online chat where you can send any information and documents across, unlike trying to send them over via email, or directing them to the website they need while you are on the phone to them.
Phone bills can become extremely costly which is why online chat also saves many companies a lot of money, not forgetting how the customers will also be saving money with their phone bills as they no longer have to call you. Customer service will appear quicker and easier as it will be more likely that the customer will message you with any questions or concerns they have, making your company come across as more approachable.
You are in control
You may be wondering if now you have the instant messaging service on your phone, if you will be getting texts at all hours from customers.
No, you are in control and you are able to turn off this service whenever you want, which makes the lives of people running a business of their own, a lot more easier.
How can One Base Media help you?
Here at One Base Media, as we are dedicated to moving your website forward with the present trends and we are constantly thinking of ways to improve your customers experience, which is why if you have any questions about online chat, we are more than happy to answer any of your questions.
We are able to install Zopim – an online chat app – onto your website saving you any stress and hassle and it won’t take up much space on your website either.
The online chat will appear as a small widget at the right hand side of your website which will expand when people click on it to message you.
What do you need to do? Simply just download the app on your phone and wait for the messages to pop up on your phone.