Technology is at its peak nowadays. Everything around us is digitalized now. The amount of newer and superior technology being churned out daily is far greater today. The common man is exposed to a huge range of technology in daily life. Naturally, the corporations and the manufacturers also have to reinvent themselves and adapt to the changing landscape.
One such industry that has adapted successfully to the change is the customer service industry. This industry has introduced brand new technologies that have made servicing the customers much better and more efficient. One of these technologies that have been introduced is called Live Chat.
So, what is live chat?
Live Chat is a communication service mostly provided by B2C (business to customers) companies to its customers as an instant messaging service. It equips the customer with a system that they can use which is prompt and efficient. The customer can expect almost instant and competent replies from a company employee during a live chat session.
What are some of the features of an efficient live chatting system?
- FAQ section: An updated and well-maintained repository of queries and answers on the customer service portal can be very beneficial to the company. If a customer finds the solution to the problem in this section then the live chat service does not have to availed which saves a lot of time and effort.
- Well-designed user interface: The entire layout of the chat window is probably the most crucial aspect of any live chatting service. It should be in accordance with the parent website and should be easy to decipher for a customer who may not be adept technically. The customer should be comfortable while using it. There are several live chat services that have nailed the design game and EE Live Chat is one of them.
- Ticketing system: A major corporation receives tens of thousands of customers queries every day, responding to each one instantly is sometimes not possible. Therefore, a ticketing system can be used to keep a track of all the customer entries and the queries can be answered based on the tickets issued to the customer.
- Technically sound representatives: Having friendly and experienced representatives on the other end of the customer while chatting is important. Long term customer relationships can be built by having well-trained employees on the chat. O2 Live Chat specializes in providing the customer with a wholesome experience that bonds the customer with the company.
- Media upload support: A chat window is incomplete without the option of uploading images, videos, or documents for the customer. It is a major requirement for any chat window and should never be ignored. A lot of times the customer may not be able to express the problem in words. Here, images and videos are useful. Documents come in handy if there is a confusion in billing or receipts.
The world today has become more fast-paced than before. Everyone is in a hurry; everyone wants to get the job done as soon as possible and move on to the next one. People won’t take it kindly if they are losing time. They value their time more than anything these days. The online businesses now have no option but to adapt and come up with services that save the customer’s valuable time.
The Live Chat feature is one such solution. It provides the customer with real-time solutions and saves a lot of their time. Online businesses have to leverage this feature if they want to stay ahead of the curve. The introduction of the live chat feature has opened to new doors in the customer service market and all we can say is, it is here to stay.
