A new era of technology is transforming the customer service landscape, and today’s small businesses are challenged to keep pace with the changing times. With more and more channels becoming available for customer communication, many small business owners naturally start questioning themselves which of these channels would be the best fit for their customer support needs. With limited resources, they often have to choose just a few that would be most cost-efficient for business and convenient for both the customers and service team.
Live Chat has proven itself as a highly effective communication method that allows delivering customer support in real time. Statistics show that Live Chat is especially well-suited to answering simple queries and pricing/product questions customers might have while shopping online. This communication channel is also reported to significantly reduce customer service expenses, as the cost of a single Live Chat interaction is one of the lowest compared to other customer support channels. And last but not the least, customer support agents absolutely love it. >>>
Provide Support is glad to announce new software improvements which have been implemented recently. They include not only new features but also server updates which make our service more stable and secure. Please take a look at the below features description.
Live Chat and Google Analytics Integration:
New feature of Google Analytics integration allows tracking as events initiated chat requests and sent offline messages. Two types of events are pushed to your Google Analytics account:
Chat Started – this event is pushed when a visitor fills out the pre-chat form and clicks ‘Start Chat’ button
Offline Message Sent – this event is pushed when a visitor sends an offline message >>>
Customers today want to use a breadth of communication channels for customer service, and while their preferences are quickly changing, they expect to receive seamless and consistent online experience across all the channels available to them.
Strong online presence across multiple channels is no longer an option, it’s an essential part of matching up evolving customers’ needs and behaviors. In this article we would like to take a look at the reasons behind the demand for omnichannel customer service, consider its most challenging aspects and share ideas and thoughts on how these challenges can be tackled using Live Chat software features.