How to Use Live Chat for Customer Support

Live chat has become a popular method for customer support. It’s easy to use, fast, and provides an immediate connection between a customer and a support agent. Live chat customer support also allows customers to ask questions and receive answers in real time. 

Many consumers now prefer using live chat customer support as a method to communicate with businesses. It’s also becoming businesses’ preferred customer service strategy because it allows them to provide faster and more personalized customer service than ever before. 

Let’s discuss how you can use live chat to provide better customer service and support and gain its many benefits.

Key Takeaways:

  • Live chat customer support is different from using an automated chat system. While both have benefits, customers will be more engaged with live chat customer support than with automated chat systems.
  • While live chat customer support has been a go-to solution for those in B2C, B2B businesses can also benefit from it.
  • Live chat customer support not only helps customers but can also make your customer service team more efficient. 

What is Live Chat Customer Support?

Live chat customer support is a method of inbound customer support that uses a web-based chat interface to engage customers in real time, unlike chatbots, which only provide automated responses. 

When compared to traditional contact centers that use phone support, 41% of consumers say they prefer live chat compared to the 32% who prefer support over the phone. Here are some reasons why consumers prefer live chat over other customer support channels:

  • It’s faster and more efficient than traditional contact centers, as customers can resolve their issues in real time.
  • It allows customers to multitask while waiting for a response, as they can access the chat interface from their phone, tablet, or computer. 
  • It sends consumers more helpful information compared to other channels.
Reasons why customers prefer live chat customer support over other channels.
Image Source: REVE Chat

The Benefits of Implementing a Live Chat Customer Support Option

If you’ve been on the fence about whether or not you should invest in live chat customer support for your company, then you’ll want to review the following benefits you could gain from doing so:

Increased Service Efficiency

Live chat customer support is a more efficient way of providing customer service than traditional methods such as phone or email. With live chat, customers can receive assistance almost instantly, and it’s much easier for companies to manage multiple conversations simultaneously. 

Increased Overall Customer Engagement

Live chat customer support allows your customers to feel like they are conversing with someone rather than just sending an email into the void. It will enable customers to ask questions, get immediate answers, and build a relationship with your company. That connection can help increase customer satisfaction and loyalty, leading to more repeat business and greater customer engagement. 

This is true not only for those in B2C but also for B2B. Studies show that more and more B2B buyers are turning to live chat for support and information, and these buyers are more likely to convert into paying customers if they have a good experience.

B2B customers have an adoption rate that almost doubles that of B2C customers when it comes to the use of live chat customer support.
Image Source: 99Firms

More Personalized Customer Support Experience 

Live chat support allows companies to provide personalized support tailored to the individual customer’s unique situation by allowing them to review previous interactions, look up information, and troubleshoot issues.

How to Use Live Chat for Customer Support

If you’re just getting started with using live chat, then you’ll want to keep the following tips in mind:

Greet Every Customer

One of the easiest ways to make sure your customers feel heard and valued is to greet each of them by name when they join the chat. This simple gesture makes customers feel recognized and appreciated, setting the tone for a positive customer service experience. 

Additionally, acknowledging their concerns and validating their feelings can help create a strong and lasting relationship with each customer. Taking a few minutes to let them know that their issues are important to you can make a world of difference in their overall experience with your company.

Maintain Transparency

You want to ensure that you’re always open and honest with your customers, not overpromising and under-delivering. Always follow through with what you say you’re going to do.

Should you have to step away from the chat or go quiet momentarily, make sure you’re letting them know that you need to do so, why, and that you’ll be back shortly. If you have to step away from the chat for an extended period and don’t let the customer know, they may assume there was a disconnection or that you’re ignoring them.

Be Conversational

When engaging in a live chat session with a customer, be conversational and match the customer’s tone. This can help create a more natural flow of conversation and make the customer feel more comfortable. 

In addition, using phrases such as “we understand” can help show the customer that you’ve heard and empathized with them. Finally, use supportive and simple language and answer questions thoroughly (but concisely) to help ensure that the customer understands the suggested solution.

Break Down Complicated Queries into Several Smaller Ones

When dealing with complicated customer queries, break them down into smaller and more manageable tasks so the customer gets the best support possible. This helps ensure that the customer gets the right answers to their questions and all the information they need to make an informed decision.

Have Available Resources at the Ready 

Having additional resources readily available during a live chat session, such as links to helpful articles, documentation, or tutorial videos, can help enhance the customer’s overall experience. Sending these resources can help save time for both customers and service representatives, as it can often be faster than typing out a lengthy explanation or troubleshooting process. It also helps ensure that the customer is getting the best advice and support possible.

Create an Omnichannel Customer Support Strategy with Televerde

With the right strategy and tools, live chat customer support can be an effective part of an omnichannel customer support strategy. Live chat customer support can help improve the overall customer experience by providing customers with a quick and easy way to get the support they need. Additionally, it can help decrease customer service issues and resolution times.

Curious how we can help you incorporate live chat customer support into your omnichannel customer service strategy? Contact us today!

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