It is evident that communication technology continues to shape our society. It plays a huge role in the way we live, communicate, and do business. Thanks to the innovation of this technology, organizations and consumers nowadays can exchange information with ease via small devices such as smartphones or laptops unlike the ancient machines such as telephone booths, which were immobile and slow. Information technology has also transformed how people work. Corporations no longer advertise their products on newspapers or radios. Instead, marketers utilize information technology to promote their products and services to dissimilar markets worldwide instantly. Also, since information technology is cost-efficient, businesses can now offer better prices as well as quality service to their consumers.
Along with the advancement of communication technologies in business, customer services have reached new heights. The quality of customer services plays a crucial role in business. Therefore, businesses need to be innovative to create unique products and services that differentiate them from others. Apart from using modern customer service platforms such as emails and telephones, some businesses use the live chat feature, which is placed in the contact section. This feature facilitates faster communication between consumers and customer care agents. It has numerous effects that are significant in growing any business such as improving communication, facilitating convenience, reducing costs, enhancing relationships and extending reach as discussed below.
1. Bettering Communication
Many corporations that use the live chat feature have experienced transformation in the manner their consumers interact with their customer care agents. This feature enables customers to have a real conversation with the agents, who can provide them with truthful and helpful advice. Also, it enables operators to send and receive files, screenshots from customers that allows them to solve problems more productively.
2. Saving Time and Increasing Productivity
With the introduction of this feature, data can be shared at a swift rate to save time. It can be utilized to automate various tasks, which guarantees efficiency and productivity at the workplace. While using this feature, information could be captured and stored in databases to facilitate future use and retrieval. Also, with live chat, customers avoid long wait times and receive answers for their inquiries faster compared to phone or email services.
3. Promoting Convenience and Flexibility
The use of this feature eliminates space boundaries. All employees can execute their duties anywhere. Moreover, the live chat feature is useful to consumers because it promotes multitasking when contacting businesses. For example, when using live chat users can send pictures to show where they are having a problem. Such an action is impossible when talking to customer care agents because phones cannot do other tasks during calls. That makes live chat better than call-based features such as Skype.
4. Fostering Relationships
The live chat feature provides a vital platform for building solid, lasting relationships with consumers besides increasing consumer retention levels. Live chat facilitates greater interactivity. The website is the most significant place where companies can interact with their customers to make their experience satisfying, memorable, and personal. Since customers interact with the organization without any hindrance, they will be more willing to express their feedback about different service or products. Live chat builds customers’ trust because chatting with real people makes them believe the business considers them as their first priority. Hence, not only will they come back but also refer their friends and relatives to visit the site.
5. Reducing Costs
Businesses have been using telephones for a long time. However, that platform is costlier because toll-free services, as well as the customer care agents, have to be paid. On the contrary, the live chat platform is cheaper than running customer care telephone services. The live chat feature allows employees serve multiple consumers as the same time. This is impossible to achieve through telephone services where agents can only assist one consumer at a time. As a result, the feature reduces the costs of hiring more customer care agents who are needed to respond to the telephone calls. Also, the feature requires a low budget to maintain than a call center thus lowers the expenditures further. Moreover, since live chat supports mobile apps, employees can interact with customers from anywhere, anytime. Therefore, businesses can hire part time employees or freelancers and pay them with lower wages.
6. Extending the Global Reach
Using the live chat feature, international customers can chat with customer care agents to get instant answers instead of making international call or sending email that could take days to be answered. Live chat allows businesses to communicate directly with different consumers around the globe, which can facilitate the collection of valuable feedback from their queries, suggestions, and needs. Also, unlike phone calls, live chat overcomes language barriers. As businesses grow to other regions of the world, they acquire customers from different races. This could result in communication challenges that make phone conversations difficult due to the lack of understanding between consumers and customer care agents. However, live chat could include language translation features for consumers to chat with customer care agents using any language. That will result in better understanding because live chat will overcome the problems of global language barrier thus facilitating further worldwide reach.
7. Increasing Sales
The live chat feature increases the sales of businesses due to customer satisfaction. Since the consumers who use the feature get instant support whenever they need, they will strive to buy more products because they trust the organization. When customers are given clear information about the pricing and benefits of the products, they will always come back to visit the site to buy more products.
In conclusion, live chat is a critical feature for any business. While its most apparent benefit is increased productivity, which leads to lower costs, there are other benefits that are evident as well. The feature reduces customers’ frustration by bettering the communication between the consumers and the organization. Also, it promotes convenience and flexibility because employees can execute their duties anywhere at any time. Nonetheless, the feature enables an organization to have solid relationships with its customers because real-time interactions make the customers trust the organization.