The Times When Live Chat Makes a Difference

We can look at live chat as something that is a fantastic tool to supplement our customer service, but if you are still wondering whether you should add live chat to website pages, there are some times when live chat makes a massive difference to how you deliver customer service and how you benefit your business.

When Other Communication Goes Down

Your communication should not just be about email or telephone, but a combination of tools. The omnichannel experience is critical in how we promote ourselves these days, but in terms of the customer experience, if there is an issue with your email, for example, a phishing scam made it through the net or if the phone lines go down, you can switch all your communications over to live chats, meaning the business is ticking over as it should.

When You Need to Onboard a New Client

If a new client comes to you looking for your support, it is critical that you deal with their demands, but also establish trust and credibility at the outset. Instead of relaying your new customer to your website or a FAQ section, you can use live chat as a way to provide instant services to new clients.

The great thing about using live chats for new clients is that you can do it at their pace. They are going to be busy, and therefore, rather than trying to onboard them over the telephone when you may not be able to pin them down for a solid 30 minutes or an hour, you can use a proactive approach to chat, which allows them to do the onboarding at their pace. It also allows you to give detailed information via live chat, such as a list of things they would need to do at the end.

When a Customer Needs Counselling

When a customer is contacting your business via the telephone because there is a problem with their payment options, you can give detailed support in an easy-to-read fashion. A customer can be overwhelmed in a situation where they may not be able to speak with clarity or even listen to what someone is saying over the telephone, which is why live chat can be an invaluable “counsellor.” A great example is the Aid In Recovery website, which has a live chat feature offering immediate assistance to people with addictions and has been very successful in finding support in that situation. For the vast majority of businesses that are dealing with customers, it's not going to be in this type of situation, however, it goes to show that live chat can make a massive difference.

If you are wondering whether you should add live chat to website pages, there are a number of fantastic ways that you can use live chat when there are a number of problems occurring. Live chat is a tool that can help you to get the point across in an easy-to-read form, but it can also be a fantastic alternative method when all other means of communication are down.