Published by admin on 15 Aug 2011
This is the fifth and final post in a series about using Live Chat for customer support.
It is important to anticipate the success (or failure) of using any new type of customer support tool. Is it going to help retain customers? Will it improve your branding? Is it really going to set me apart from competitors? Here are three specific questions that can help you to determine whether or not Live Chat could benefit your business:
- Do you have the necessary means to run a Live Chat service 24/7?
The last thing you want to do is frustrate those who visit your website by displaying a Live Chat option that is closed. The service is intended to provide all time-zones, work schedules, and emergency situations with immediate assistance at any time. If you do not have the staff for Live Chat, it is easy and often better to outsource it as this route is frequently more cost-effective than doing it in-house.
- Does your product or service appeal to younger generations?
Generally speaking, older generations find that traditional customer service routes are sufficient for solving problems and answering questions. This doesn’t go to say that the service won’t “WOW” older customers. If you do serve younger generations, Live Chat is quickly becoming the first customer service tool of choice. Not only that, the service is almost expected now.
- Lastly, what is the volume of communications you receive?
Live Chat can enhance your customer support efforts if it’s truly needed. If the phone lines are dead and email is slow, it would not be wise to invest in Live Chat or any other additional forms of communication. On the other hand, if the current volume of customers contacting your business by phone and email is more than you are prepared to handle, Live Chat could be a very effective tool for your company.
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