Business is changing with modern technology. Customers’ attention span is decreasing, no one wants to wait long for a solution. With a wide range of options to choose from, your business should provide instant customer support to make itself competitive. Gone are the days of, to & for customer emails or waiting for long on the call for service. Enter Live chat software for instant customer support, it is changing the way businesses are interacting with customers.
It is helping in generating qualified leads, enhancing customer experience, retaining customers and driving sales. It is changing the game of how you are interacting with your customers. Every business and support professionals need to look, you can’t ignore it. It is here to stay.
to a recent study conducted by Kayako, 41% of customers prefer to live chat
over other methods of communication like email, phone calls and social media
interactions. Now, 4 out of every 10 customers are saying they would choose
companies providing live chat support.
The rise of popularity of Live Chat Software is because of the many benefits it offers. It is fast, convenient and efficient to name a few benefits. The advantages go beyond providing only a faster and efficient way of providing customer support. The software improves your support agent’s productivity, helps understand your customers better and improves your product decisions. Look at the benefits of Live Chat for your business.
Live chat is getting popular because of the instant solutions you can provide. Customers can get their issues sorted out without having to wait.
Your customers can reach you anytime they have any issues they cannot solve. It feels much better compared to sending email to customer support. You don’t know when you will get a response to the email. This promptness increases customer satisfaction.
reports you are 2.8 likely to convert a visitor when your website has Live chat support Software installed. It helps in building trust as they don’t feel the pressure
Your customer support agent can observe customers in a better way. Understanding their emotion and then replying by adjusting their style. When you mirror your response according to their sentiment, you build better connections. Chat software captures your support agents’ personalities in a better way.
get irritated when they have to explain themselves again and again. According
to a study, 72.5% of customers expect a support agent to understand their
problems in one go — without repeat.
chatting, your agents can reply and access other details about the customer.
You can check which window the customer is on, access previous interactions.
With tools, you can send screenshots and links to customers providing them with
Chat boosts teams productivity by responding to several customers at one time.
You can support only one person at a time on-call or reply to one email. Even
with some trickier issues, you can respond to two-three customers at a time.
Duvim Live chat software is one of the software, which helps you research and
respond at the same time. It has in-built tools at one place where you can get
things done. Your agents can focus on productivity and providing solutions
can provide 24/7 support or the hours according to your business. When you are
available for the entire day, customers won’t have any issues with their
problems going unheard. If your team is small and you can’t provide 24*7
support, you can include a knowledge base about your service/ product.
the Live chat is offline, you can ensure it is easy for customers to find
support docs. It satisfies people most of the times when they find some sort of
solution available easily.
Chat in combination with the documentation proves to be quite effective in
solving customer issues.
will see an increase in interaction with customers when you use Live Chat.
While the older generation still prefers a phone call or email, the younger
generation is biased heavily towards Live chat. People will not ditch your
product or service when you are providing support via chat. One such great
software is Duvim, which makes it possible to personalize your chat user
interface. You can add name and agent pictures to give a human touch.
your competitors are not providing Live chat support or providing low-quality
support, you can get ahead in the business game by providing high-quality
customer support. A popular study says that almost 50.34% of customers prefer
Live Chat over other methods.
an example, you are a customer who wants to choose between two products. Would
you dial customer support for help or chat to support agents? If you’re under
45 years, you are most likely to chat.
the data from live chat, you can improve your products and services. You can
store, organize and tag different chats for future use. Duvim chat allows for
automatic data capture according to your flagged keywords. You can create a
database for your support, product, and marketing team.
You can tag using the feature, additional requests, questions, topic and others. Keeping the data in one place improves decision making dramatically.
any software, some Live chat software has several features while others have
slightly fewer features. But, there is a downside to many features, you might
not require or even understand most of the features. It is vital to look for software
with features which is important for your business. In today’s market there are
various Live Chat software services for business, so choose wisely.
The chat software should help your business in:
● Cutting response time
● Reduce customer frustration
● Increase sales & retain customers
Every company is different, each team is unique. But these 3 features are essential.
The chat software extends your business. It should reflect your brand identity. Customization is one of the important features for which you should look out for when getting a chat software. Duvim Live chat is a fully customizable software.
You can do
● Customize pages which will show Chatbox
● Personalize welcome message & chat availability time
● Workflow and custom notifications
Another important thing it should offer is scalability. The chat software should grow with your business, simple at the start and robust for future needs.
live chat should allow you to connect proactively with the users. Emails, phone
calls lack this ability. You can guide customers proactively through the buying
journey, responding to their questions quickly and much more.
your Live chat is deeply integrated with desk software/ website, the support
level goes up. Your team can get the whole picture which results in better
chat integrates seamlessly with your website/ help desk, which allows agents to
get a holistic view of consumer problems. It helps in providing better and
with the customer during their buying journey:
With Live Chat, you can guide customers during their buying cycle. Seamless integration with other tools helps in:
● Understanding and showcasing the entire journey
● Get notifications across channels
● Work better with easy coaction
The integration can vary from software to software, you may require the level according to your business.
When you have an ECommerce website, the software should work seamlessly with the site and point-of-sale. Customers should be able to find a solution to their issue easily without going back.
searching for a chat solution, look for software which integrates deeply with
websites and apps. It helps in cutting down response time and provides prompt
team should be able to communicate easily and seamlessly. When the team is
small, it is a straightforward process, the complexity increases when your
business and team grow. You will face various additional questions from
customers. You will require constant communication and access to a customer’s
customers prefer chatting rather than calling on the helpline number. With Live
Chat, you can guide your visitors throughout their buying journey. The software
is not meant to replace any channel; it is for complementing all the other
support channels. Duvim integrates easily with CRM software helping you keep
track of the data.
you are searching for Live Chat software for business, price plays a key
role. You need to consider your budget, features and requirements. There is no
use in buying software with a lot of features which you won’t require. Duvim
Chat keeps a balance between features and price. With customization and
scalability, it offers solutions for every company size. You should keep your
needs in mind, like, how many chats you will get in a month, analytics,
discounts. Understanding your needs is great to avoid confusion in the future.
communication has changed in today’s market. You need a chat software besides
emails, helpline number for providing great customer support. It also helps in
increasing leads and sales. With so many options, you need to consider your
requirements. We hope you have got an idea about things to look out for when
getting a chat software. If you’ve any queries, reach us by commenting in the
comment section or at Duvim.com.