Live Chat is a form of communication between the customer and the agent in a call centre without having to speak directly on the phone. Today more than 41% of customer expect a live chat option in a website, especially when they access the website via mobile. Customers want instant replies to their queries and that where live chat support plays its part. The applications that allow Live Chat Support to have the edge are:
- Having an impact on user experience that leads to higher conversion rates.
- Assists to the e-commerce industry, by providing real-time assistance to their customers.
- Allows cross selling and up selling of products.
- Collection of real-time data of website traffic and customer information.
There are many other ways in which you can create a great experience of live chat support.
The industries that live chat can service are:
- Financial Services
The evolution of live chat support would definitely be linked to technological advancements, since innovation never stops, reduce wait time and make sure that the customer get a great customer service experience even though they are not talking to a call centre agent, , companies will continue to improve on the software and hardware used in the live chat support so that they can increased productivity.