Better Online Customer Service with Live Chat
Imagine being able to reduce your customer service costs while at the same time increasing customer satisfaction and loyalty. With Live Guide it is possible. Adding online chat to your customer service offerings is a powerful way to improve call center efficiency while communicating with customers in a way that more and more online consumers prefer: with live chat.
Customers prefer live chat because they are already online, and they don’t have to pick up a phone and wait in a phone queue. With Live Guide they get their questions answered more quickly while service agents create a personal exchange that results in an improved online experience. Now you can improve customer satisfaction, reduce service costs and build brand loyalty with Live Guide.
Increase customer satisfaction with live chat
Live Guide extends the value of live chat to all areas of your website to improve customer satisfaction. According to Forrester Research, live chat enjoys high customer satisfaction at 63%, which is higher than the satisfaction levels of email, self-help, FAQs, or interactive voice response. With Live Guide you dramatically improve service while giving your customers a positive online experience…interacting with a live agent not an automated system.
Audio and Video – Live Guide extends the value and immediacy of live chat with audio and video, and brings a new dimension to online customer service. With a simple click, website visitors can communicate with your service agents using text chat and then switch seamlessly to audio and video.
Co-Browsing - Live Guide with co-browsing helps your service staff resolve questions more quickly. Since chat operators can redirect the Live Guide browser to any new page, they literally guide customers through the online experience. Now your customer and your service agent are on the same page, looking at the same information, at the same time.
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Best practice
Consumers love the convenience of online sales and service, but websites traditionally lack the live interaction that customers are used to in person. Make the most of Live Guide by issuing a friendly “Hi, may I help you” invitation to chat as soon as a visitor logs in to your website. The Proactive chat capability of Live Guide can increase conversion rates by 20-40% and improve overall customer satisfaction and brand loyalty.
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Bottom line benefits
Live Guide is a powerful alternative to business-as-usual online, giving you the ability to reduce the costs of customer support and increase customer satisfaction and brand loyalty.
- Make immediate one-to-one technical assistance, sales advice and customer service available from anywhere on your website
- Enable operators to handle multiple chat sessions simultaneously, improving call center efficiency and reducing support costs
- Answer questions immediately and when customers are most likely to purchase your products and services
- Provide the convenience of an online experience with person-to-person interaction
- Engage customers seamlessly from a simple chat dialogue to full audio and video directly from your website
- Boost response times and first-call resolution rates for increased customer satisfaction and savings
