Luckily, the days of faxes and poor Internet speed are almost behind us. In this digital age, we expect lightning fast answers in convenient and effortless ways. We’ve all been up in the wee hours of the night asking Google for answers or dialing a 1-800 number during a credit card crisis. Where do your customers turn to if they can’t contact you via phone or find answers on your website?
Today, most consumers use some form of instant messaging to connect with individuals and businesses (such as, iMessage, WhatsApp, Facebook Messenger). For customers, this means accessing a company's website or social media channels at any time of day and finding immediate ways to contact a support representative.
From improving customer experience to reducing wait times, live chat is no longer just ‘nice-to-have’ - it’s a necessity for both you and clients. This is why Wix Answers has built a live chat software that seamlessly leverages and integrates with your help desk software.
The benefits of live chat software
The advantages of live chat may be evident. However, the deeper question is how does an online real time solution benefit both parties? We’ve broken down the answer into four crucial pain points that affect your company and your customers:
Streamline the entire experience
Customers choose how they want to reach out to you. Some prefer to call you, others message you via live chat. The key is to not limit your clients to just one contact method. Instead, have all options readily available. With the right help desk software, you’ll be able to view all customer cards (such as tickets, calls, chats) clearly laid out in front of your eyes. This allows your clients to start with one touchpoint and seamlessly continue on another.
Solve issues faster
In our modern world, people expect their friends to answer their Facebook messages immediately. The same level of impatience certainly applies to receiving an answer from a support agent too. With live chat software, you’ll reduce one of your significant customer service KPIs, namely first contact resolution (FCR), while increasing client loyalty and satisfaction simultaneously.
Alleviate customer frustration
In my past life as a support agent, I clearly remember the endless back and forth emails with one upset client. From the tone of the replies, I could tell the customer was becoming increasingly frustrated (to put it lightly). It took five days to fix an issue that could have been solved in less than 10 minutes with live chat. Frustrated customers don’t hate you, they want to be heard and answered as soon as possible.
Handle self-service failures
Knowledge bases are quite useful, but sometimes provide they only provide limited answers. Other times, consumers are met with lengthy solutions which can be quite time-consuming.
Don’t get me wrong, providing a help center is an essential tool for any business. After all, its main goal is to offer straightforward and clear answers.
But the way I see it, live chat is more than your average ticket. It’s fast, powerful, and has the capability to use multiple tools at once - all in real time. When customers have the itch to ask a complicated question (which can really be 20 questions), live chat is the perfect go-to tool.
All about Wix Answers Live Chat Software
Whether you provide help solo or have an army of talented support representatives, it’s important to have one consistent customer timeline. With Wix Answers, you can seamlessly integrate your live chat software, ticketing, call center and social channels in one tab. No matter how customers choose to contact you, nothing falls through the cracks.
Provide instant answers. Send knowledge base articles to your clients with the click of a button.
Access ticket and call history. View past and present interactions with any customer.
Chat routing. Automatically assign chats to the right place based on subject, time, customer location and more. When chats land in the right spot, it will increase efficiency and reduce wait times.
Brand your chat. Customize the chat icon’s messaging window with shapes and colors that suit your business. Additionally, you’ll be able to use CSS (Cascading Style Sheet) for advanced customization.
Personalize responses for the times your available and absent. Create custom messages whether you’re open for business or closed. Either way, customers can still submit questions even when you’re offline - this just informs them of your status at the time. You can also choose to block or show the live chat option at any point.
Collaborate with team members. Multiple agents can join a conversation to assist with specialized questions.
Integrate additional tools. Your support team will be able to view and access customer information from third-party apps like Jira, Slack, Zapier, and more.
Live chat API. Increase functionality of your live chat solution to create different uses based on customer behavior, triggers and more.
Ready to keep the conversation flowing? Start chatting with your customers online with the best live chat software out there.