e-PA: Services – Our chance ‘blow our own trumpet’ and show how and why the fantastic services we provide small-medium businesses really change the game! Today’s entry looks at our increasingly-popular Live-Help Chat Answering service.
In today’s highly-competitive market, it’s inexcusable to miss the things that your customers want. Especially when it relates to a tool that vastly opens up your business and accessibility, while positively affecting your bottom line. Yes, live-help chat has become a staple of customer communications, and deciding not to integrate it into your website is equal to leaving money on the table.
Adding this simple, yet effective, feature to your website (and having e-PA monitor and answer it for you) can enhance both your sales and customer support efforts. After all, it opens up a brand new communication channel with your website users. One that is also instant and multi-platform friendly.
However, if you find yourself on the fence about adding this feature, let us take the opportunity to show you the advantages of live-help chat before you take the plunge.
Firstly, we don’t need to tell you the benefits that good customer service can bring to your business. Not only will it make your customers happier, but it can also have a direct positive impact on your company’s revenue.
Some benefits that good customer service brings to your business include:
- Adding value to your product/service offer
- Increases customer retention
- Increases recurring revenue
- Positively impacts your brand’s image
- And many more
All in all, we can all agree that good customer service is imperative to compete in today’s market. Therefore, any tools that can improve your customer service efforts can be quite valuable.
Adding live-help chat to your site can bring many more benefits aside from just providing better customer service, though. Check these out, below, to find out more:
Your Customers Want It
We live in a high-speed world. This applies to almost anything, especially your customers’ expectations. This is why most consumers prefer to communicate with businesses through live-help chat, over traditional channels, such as the phone or email. In fact, the number one reason why customers prefer using live-help chat is due to the fast response times that this channel allows.
Live-help chat can also be an invaluable sales channel, too. So, by not offering it on your site, you are missing out on potential new customers who want to communicate with your business, and buy from you.
Live-Help Chat Saves Time and Money
By nature, live-help chat is fast and composed of short messages.
Additionally, unlike in other communication channels, a support representative is capable of assisting multiple customers at the same time. As a result, your support staff can work faster and more effectively without needing additional resources.
In the long-run, this can represent large savings of both time and money. Therefore cutting your support costs without hurting (and often improving) performance.
It Generates Valuable Data
A live-help chat on your website can also generate and store incredibly valuable data about your customers.
From frequent questions that customers ask before making a purchase, to common issues they might have after using your product, this data can be valuable to improve your marketing efforts and product development.
This data is already stored via text, which makes it more accessible than recorded phone calls. And, with more users preferring chat over email, you will also have a higher volume of customer data.
Remember, the more you know about your customers and their experiences, the more you can accurately cater to their needs.
It’s Also A Highly-Effective Sales Channel
As we mentioned earlier, you must not forget that a live-help chat is more than just a support channel.
In fact, it is estimated that just adding a live chat to your website can increase a business’s revenue by 20%, on average.
If your customer has questions about your product and is ready to make a purchase, you’ll want to make sure you can answer them before your competitors get to it.
It Provides Customer Support 24/7
When you have a live-help chat, you have the option to provide customer support 24/7. Compared to phone support, live-help chat support can be provided outside of regular business hours. If you have a larger audience, providing remote customer support can allow you to interact with customers that aren’t in your time zone!
As mentioned above, since it is far cheaper in price than pretty much any other channels, providing customer support via live chat 24/7 can help give you competitive advantage.
It Greatly Improves Customer Experiences
Customer experience plays a key role in your business’ growth and revenue. If customers have any questions or problems with your company and aren’t able to resolve them, your customers will have a negative experience and may go to a competitor.
A live-help chat gives your customers options on how they can contact you. This will not only increase a customer’s experience, but also their trust in your business!
Now that you have all the knowledge necessary to start chatting with your customers, online, why not let e-PA take all of the stress out of the process, with our Live-Help Chat Answering service?
With e-PA’s Live-Help Chat Answering service, our expert team can take care of everything, from installing the feature to your website, guiding you through its functionality, and remotely monitoring and answering, immediately, as if a permanent member of your team, based in your own premises.
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