Why Live Customer Support Software Should Be On Your List

By William Freiss

One of the greatest benefits of live chat software for companies is it allows a single representative to take care of multiple customers at the same time. Because communications with customers via text communication is slow, it gives you an opportunity for technical support representatives to manage more than one customer simultaneously.

One thing that can quicken the communication with customers is to use canned responses to common issues. Instead of having the representative type exactly the same thing over and over again to different customers, it is much more efficient to have them insert a piece of boilerplate that will be just as beneficial to the customer. Then the representative may then help another customer as the first one is following the directions within the boilerplate.

Occasionally there aren't enough technical support representatives for both on the web and phone support. That's the reason it is very helpful to obtain queue capabilities in the live chat software. When there are no representatives available, the customer will be put into a queue. The shoppers will be served based upon the entry time in the queue.

It may be useful to have the software display the estimated queue time to the consumer to ensure that they can go do something else while waiting. This may lessen the frustration level of the customer who did not prefer to wait to get support help. Although waiting is not ideal, showing the estimated wait time can sometimes be helpful in calming the customer down so that he can do something else for the time being.

One of the most important features to possess in live chat software is application viewing. In many cases, the tech support representative will want to look at what is going on when the customer is running an application. With this capability, the representative can see what's going on and interact with the application.

The end-user needs to grant permission for the representative to have a look at the application. This is an excellent privacy safeguard to make certain that customers who feel uncomfortable about having another person in the computer can deny that permission request. However, users ought to be encouraged to give access since it will make it much simpler and quicker for the tech support representative to determine what the problem is.

Some websites attempt to raise the number of conversions or sales by having a window displayed that offers website visitors a speak to an agent to reply to any queries that they may have. A lot of people prefer to ask the question directly rather than search an entire website for answers to their questions. That's the reason having live chat software via pop-up windows is a very good way to increase sales.

Of course, it is not practical for many businesses to offer live support at all hours. It is best to limit the hours to those when the website has the most customers, which is generally during the day and the early evening. This way, the organization saves costs on labor while still increasing the conversion rate.

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