Live chat is extremely important when it comes to giving a great customer service experience. Especially if you have an online shop, or social media pages.
In this world of virtual working people are doing more and more shopping online. Many prefer to communicate that way too.
So, it’s a good idea to have a few different way for your customers to get in touch; after all we all know how frustrating it is when you can’t get hold of anyone if you have a problem!
Many people like to be able to speak to someone using an online chat facility such as website chat or Google messaging.
A lot of small businesses will already have Facebook shops, where customers can send you an inbox message to enquire about your products or services.
Whatever method they choose to use, it’s a good idea to make sure you have every avenue covered.
Enquiries need to be dealt with preferably within 24 hours as with email enquiries, so enabling your out of office auto replies on the relative platforms is a must.
Ideally, though, you ought to have someone available to respond quickly or you may lose out to a competitor!
Nobody likes to be kept waiting!
However, this takes man hours. So what do you do when you don’t have staff around the clock dealing with these enquiries?
Do you just leave enquiries unanswered and miss potential sales? Or, do you provide a fantastic customer service experience by getting an assistant to monitor your live chat?
I think you’d agree that the latter makes much more business sense.
Get in touch to find out how we can help.