How Live Chat Service Can Improve Customer Support

chatCommunication has immensely flourished and improved since the birth of the Internet. People, nowadays, even refer to it when they they are seeking answers to whatever question that comes to mind. Yet, even though the web is loaded with a great deal of information, websites still need the human element in order to deliver reliable and convenient customer service. Live chat service software is a useful program that provides responses to just about any question the customers might have. This application is a superb tool for online shoppers where they simply have to type in their query and get answers in just a matter of seconds.

Live chat support enables real time interaction between the business and the customer. This certainly is a much speedier approach compared to the telephone support system.

Greatly upgrading the online business world, live chat service is equipped to offer assistance regarding several issues and queries. It helps in giving the shoppers specific instructions about what they need to do. Since live chat is available 24/7, it has made it possible to deal with the increasing number of online customers even in the wee hours of the night. Is live chat software really a better option at providing customer support? Here is a thorough examination about how live chat support is a more advantageous approach than the traditional phone support service.

A Comparison


  1. Live chat service is less expensive.

Based on a number of studies, a phone conversation charges approximately $6 to $20. In contrast, live chat interaction only costs as low as $4 on the average. Since the live chat software is equipped with multitasking functionality, it only requires a few reps to be hired, cutting down the cost even more. Research states that making use of live chat application for their customer service helps make a business save 5 to 6 times more compared to utilizing a phone support service.

  1. Live chat enables multitasking.

When working with the live chat application, the efficiency and productivity of the reps become significantly improved. This is due to the fact that live chat reps have the ability to deal with a number of chat interactions at the same time. Phone support representatives, on the other hand, are only able to serve one shopper at a time. What this actually denotes is that live chat service allows handling of exactly the same quantity of customers with just a a lesser number of chat agents. Hence, because of multitasking by helping several shoppers at the same time, live chat support truly embraces the goal of successful business relationship without having to impact the service quality in a negative way.

  1. Live chat facilitates the provision of quicker solution.

It goes without saying that speaking to someone on the phone is truly reassuring, even when it comes to customer service. However, there are instances when the answers seem to be extremely sluggish, particularly when the phone support representative find it difficult to arrive at the real cause of the issue quickly enough. For this reason, live chat service software has been considered as a much simpler and more efficient customer service method as compared to phone support. With live chat support, there are chat reps available 24 hours a day and 7 days a week. Their round-the-clock presence allows the shoppers to get in touch with them without difficulty. It basically cuts down on the queue period. The reps can also return to the customers in just a few minutes. Links to relevant web pages can also be supplied to the shoppers instantly. The live chat representative may also guide the customers through the entire online shopping process. That is one thing that the phone support agents are not able to carry out.