Customers are the life-force of a business. Without them, there is no business. As such, it’s imperative to keep them happy and maintain their loyalty. Live chat can help you do this by improving your customer service outcomes and increasing your customer satisfaction.
Live chat received a customer satisfaction score of 73% in a survey, compared to just 44% for phone support. This is mostly due to customers feeling that their questions are answered quickly, they have the ability to multitask while chatting and they find that live chat is the most efficient method of communication for them.
We all hate it when we call a business and have to listen to “press 1 for accounts, press 2 for sales...” With live chat, your customers will be routed through to the right person or department straight away thanks to our innovative routing system. Chats can also be easily transferred if need be.
Our chat system allows the agent to send and receive files through the chat window itself. This makes troubleshooting much quicker, as screenshots of errors can be shared so that the agent can easily see the issue. The agent can also send links to help guides or video tutorials, or push the customer to the correct web page, to further aid them.
Our chat system allows you to track the customer service ratings left by website visitors. With this, you can calculate your Net Promoter Score (NPS); an index which measures the likeliness of your customers recommending you to friends and family.
You can calculate your NPS by subtracting the percentage of detractors (customers who rate you between 0-60%) from the percentage of promoters (customers who rate you 90-100%) your business has.
The percentage will be between -100 and 100, with 100 being a perfect NPS score.
Please share if you found this page helpful!