Best Practices for Live Chat Support (Infographic)

There’s no question that live chat is getting huge as more and more businesses are adopting the tool to stay competitive in the industry. In fact, according to Gartner, by 2018, over 80% of companies will offer some form of live chat on their website or on mobile devices to interact with their customers. Is your business still lagging behind the trend?

There are many reasons why offering chat support might be a valuable customer service strategy. One of the most compelling arguments is that customers have come to expect it and they absolutely love it. The SalesForce research found that 64% of consumers expect companies to respond and interact with them in real-time, while 80% of business buyers expect the same.

People aren’t just using live chat, they’re actually getting more satisfaction out of it than from any other support channel. As stated in the Zopim survey, 94% customers proactively invited to chat were somewhat or very satisfied with their live chat experience. >>>

Selection of Best Articles for Managing Your Live Chat Support

Best Articles for Managing Your Live Chat Support
Best Articles for Managing Your Live Chat Support

Holidays are approaching and we, the Provide Support team, started thinking what treat we could give to you, our blog readers.

In our sincere appreciation of your readership, we would like to offer you a selection of our best articles for managing your live chat support.

Over the last few years we have covered a wide range of topics related to live support, from hiring the most talented agents, training them, selecting the best tools and maximizing efficiency.  We crafted these articles based on our own experience offering customer service via live chat, putting in our love and attention to detail.

We hope you will enjoy this selection and find some useful ideas and tips which you can incorporate in your best practices. >>>

7 Signs Your Support Really Needs Live Chat

7 Signs Your Support Really Needs Live Chat
7 Signs Your Support Really Needs Live Chat

Live Chat is quickly gaining popularity all over the world, but many business owners are still not sure if it’s the right solution for their customer service needs. Many of them believe that traditional customer service channels like phone and email are quite enough to handle their customer interactions and keep their business competitive.

It’s no longer enough, actually. Modern technology keeps evolving at a rapid rate, and ‘this is how we do things’ is no longer an effective strategy for customer service,  whatever your business is. Today’s online consumers are changing quickly, as well as their expectations and preferences. And to keep up with the pace,  your  people need best tools at their disposal. How about taking the next step and investing in an innovative tool to make your team more efficient and effective? >>>

Professional But Human Communication in Live Chat: How Not to Sound Like a Robot

Professional But Human Communication in Live Chat: How Not to Sound Like a Robot
Professional But Human Communication in Live Chat: How Not to Sound Like a Robot

The more we apply technology, the more we need human interaction. This great observation was made by our blog reader, Theresa, as she commented on the article 3 Factors Driving Customer Satisfaction the Most in Customer Service. Yes, indeed. In the age when technology rules, natural human communication still matters a lot. Especially when it comes to online business. It’s human interaction that lets customers emotionally connect with a company or a brand, — and keeps them coming back.

Emotion that comes from the personal relationship between the customer and the company impacts purchase decisions. Statistics backs that up: 71% of B2B buyers who see a personal value will buy a product. And when it comes to customer service, every touchpoint is an excellent opportunity to strengthen your company image. Your chance to shine and charm your customers. >>>