Why do many companies prefer to use an online chat service? These businesses know that customers would like a prompt, efficient and rewarding experience with enterprises. This is possible only if a company uses communication channels that consumers desire. Likewise, this outlet must seamlessly fit into the evolving choices and tastes of demanding clients. Online chat is among the channels that improves communications and ensures quick response. In fact, more businesses take advantage of this approach in connecting with their customers.
Here are some of the benefits of this new business tool.
Decreased Service Costs & Increase in Sales
The rate of conversion is an essential Key Performance Indicator (KPI) for many businesses. However, you can only expect profitability by becoming efficient or productive. Online chat offers the answer since it does not merely help increase earnings. The method also is an effective cost-saver. According to a study conducted by a top global market research firm, a chat session is less expensive by at least 20 percent compared to making phone calls. The reduced resolution time is the primary reason for reduced costs. Besides, agents can deal with several clients at one time through messaging in answering customer concerns.
The online chat services can possibly help boost sales. It has the capacity to push a minimum of three times more conversions thus delivering higher Returns on Investment. In turn, you can look forward to more customers making purchases. In short, the chat service is a factor in lead generation and closing sales. The sales and support teams provide visitors with immediate access which is an opportunity to convert them into paying customers.
Enhanced Customer Service and Retention
One recent survey shows that online chat boasts of the highest client satisfaction level (over 70 percent) with email support (60 percent) and traditional phone calls (44 percent) coming in second and third respectively. These statistics highlight that clients are more comfortable transacting business with convenient and instant support. This platform enables businesses to quickly answer inquiries regarding their products, address issues fast and assure clients of their presence and concern. It effectively enhances customer service which produces more loyal patrons.
Address Problems Promptly
Majority of customers do not have the time or are patient enough to find or read articles online. Through online chat, agents can provide links or references using the chat window. An agent can directly connect visitors to the right resources or document rather than explain procedures one-by-one. Screen-sharing also help in troubleshooting even when it comes to the most difficult issue. With phone support, this would not be possible at all.
Building Much-Needed Rapport with Clients
Finally, online chat is the key to developing rapport between the enterprise and its clients. Through chat, the agent will immediately know the customer’s sentiments and tone. Thus, it is easy to adjust to a strategy and style that will fit into the situation. The bottom line is it creates rapport and a pleasant relationship between the two parties. Furthermore, chat messaging provides a more genuine way of showing the agents’ qualities compared to conventional channels.
Dealing with PCS Connect
For enterprises requiring online chat service, you can always call PCS Connect. PCS Connect is your one-stop global business solution for companies seeking effective ROI solutions. Through the years, we have evolved into the leading BPO company in customer service, back-office support, and sales.