From a customer perspective, live chat provides a quick and personalized way to get assistance. It has a higher satisfaction rate than phone and email support. Plus, it can help companies identify problems with their websites that they might not have noticed otherwise.
Customers talk to each other through messaging apps all day, so they expect businesses to communicate with them in that same way. With the right technology and strategy, companies can provide instant replies and deliver personalized, contextual support by leveraging chatbots and automation, and routing conversations to the right teams.
Live chat is a great tool for converting website visitors to paying customers. It can be used to ask questions about a product, get answers to common issues, or even place an order. It’s important to consider how your team will manage chat before rolling it out. Successful deployments take into account agent experience, chat routing, and how chat fits in with other customer service channels. Ozark Trail Customer Service