Before instant messaging over the Internet became popular, the bigwigs in the business industry used to invest millions of dollars in call center facilities within the country and overseas.
As you can see, such huge corporations are willing to invest money in these types of facilities because of the importance of customer service, customer satisfaction and customer retention in the success of their business.
However, the problem is that call center facilities are costly to maintain. Also, there is always that tedious menu which customers need to navigate through in order to reach the department that they need to get in touch with – which often leaves them feeling frustrated.
There is also the possibility that the customer service representative that they will speak with will not give them satisfactory answers for the inquiries or provide them with solutions for the problems that they have.
This is where a live chat system becomes useful. Thanks to the easy accessibility of the Internet, it is now possible for small, medium and large-scale entrepreneurs to subscribe to a live chat system.
The Live Chat Support System Advantage
No matter which industry it is that you are dealing with, you will definitely enjoy numerous benefits when you subscribe to a live chat support software.
First of all, your operational costs will be reduced because a live chat system is less costly to maintain than even the smallest call center facility.
Second, your customer's trust, satisfaction and loyalty will be built once they see the "live chat" option on your website. This means that they can get in touch with a live representative from your company anytime they need to.
Finally, you can watch your sales increase as the level of customer satisfaction gets higher – and the sales potential of your website gets optimized.
Factors to Consider before Subscribing to a Live Chat Support Software or System
Remember that there are a lot of live chat support systems that you can subscribe to today. In order to get the best value for your money and your business, here are the factors that you need to take into consideration when comparing the price, features and functionality of each live chat support system:
- Is the live chat support system easy to setup and maintain?
There are live chat support systems which do not require installation on your end – which is something that you may want to consider if you want your operators to enjoy mobility. Otherwise, look for a live chat support software which is simple to setup, navigate through and maintain.
- How will the live chat interface look and 'feel' on the side of the customer?
Naturally, you need to choose a live chat interface which would not require the customer to install anything from their end – otherwise they may get impatient and just leave your site. Customized chat interfaces are also a way to attract customers into using the live chat help option on your site.
- What are the costs involved?
The price range of the monthly fees charged by live chat support system providers is $20 - $150 per month, depending on the number of operators that you have. Make a comparison of the rates, and check on the additional setup fees, if any. You may also be billed an extra monthly fee if you are adding a particular number of operators.
- Does the live chat support system come with the basic set of features?
To increase the customer's live chat support experience, there are a few basic features that you need to look for. For example, will the customer see if the operator is typing a message? Are there customizable chat buttons?
On the side of the operator, will they be able to send and modify canned greetings and responses? Can they chat with other operators within the system? Will they be able to "push" webpages to the customer? Is there a built-in spell checker? Can they chat with multiple customers at the same time?
These are the things that you need to consider to determine which live chat support software will best suit your needs as a business. Check out the online reviews that will help you choose from the many companies offering this type of live chat support system. Better yet, take advantage of the free trial period that they offer so that you can see for yourself how the live chat support system works.