How To Augment Efficiency & Cut Cost With Live Chat
Augment Efficiency & Cut Cost With Live Chat
Multitasking: Doing More For Less
Live chat agents have the unique advantage of being able to multitask while serving customers. Professional agents are able to handle up to 3 customers at once, something which isn’t possible over the phone. This brings down the cost per interaction, which means businesses are able to hire fewer agents to handle the same amount of customers.
Minimize Errors & Risk-Associated Costs
Live chat’s typed responses are advantageous over verbal ones as they encourage more consistency across the board. Having a consistent message across all interactions means that there is less room for miscommunication. It also means that there is a transcript of each conversation to refer back to. Essentially, the nature of chat minimizes the potential for error, therefore saving on costs otherwise required to rectify them.
Better Targeting Of Prospective Leads
A well-implemented live chat program can provide invaluable data on how people navigate your website. Using this data, you can learn to recognize prospects who are more likely to become a lead or complete a sale by identifying certain behavioral patterns. You can then trigger automated chat invitations under these specific conditions where it looks like the visitor could be a qualified lead. With more accurate targeting of prospective leads, you can stop wasting time on cold leads and focus on the warm ones!
Increasing Efficiency Per Interaction
By using canned responses to popular questions and adapting them to each conversation, agents save a lot of time in having to type out each response. Chat also makes it easier to send customers relevant URLs as a convenient point of reference. This helps to increase the efficiency of each interaction by directing the customer to exactly what they’re looking for on your site. By providing important answers and making navigation quick and easy, live chat also reduces the bounce rate on your site.
Easy Implementation
At Chat support Service, all agents undergo a stringent process of selection and training. Each client has a dedicated team of live chat agents and an account manager who is constantly working to optimize their live chat performance and results. Get in touch today to find out how you can grow your leads or increase E-commerce sales in the next month!
