An Industry-Wide Transition
Live web chat has been around for at least 20 years, but many businesses are just starting to enable this channel. It continues to gain traction as companies search for ways to enhance their customer service. It’s used throughout a wide range of industries, such as retail, consumer goods, consumer electronics, online services, travel and hospitality, financial services, and more.
People are apt to engage when they are on your website and they have an immediate need. Web chat enables customer service agents to answer questions, provide support, and help guide customers to complete purchases online quickly.
Companies that enable chatbots, as well as human agents, as part of their live web chat strategy are able to manage an even higher number of customer inquiries. Companies like Brinks Home Security have enabled multiple purpose-built chatbots that route customers to the most appropriate queue or agent, automate the referral process, and even boosts conversions of promotional offers.
When it comes to your website, this becomes a critical way to make yourself available to more customers and for consumers to be able to get the help they need at the time when they are actively engaging with your brand.
During times of crisis, it’s imperative to reframe your metrics and to look far beyond the number of customers an agent helps within a certain time frame. Agents need to be empathetic and that may lengthen interaction times. Consider focusing more on customer satisfaction.
The article is just one example of how companies can use effective digital strategies to weather the coronavirus storm and prepare for whatever the future may hold. Download the full report on the Quiq website.