When you go to certain websites, you will notice almost all the time that having a section for email or live chat customer service is an on-going trend. Businesses have integrated customer service into their website since it is easy, inexpensive and convenient for both the company and the customers. Having customer service support right at their website definitely has glaring benefits, particularly, in boosting sales.
Years ago, companies cut down expenses thinking it’s the best way to increase their profits. What companies now realize is that by having an email and chat customer service they are able to reduce overall contact center costs by lowering average interaction costs. Calls are highly expensive especially if you have clients abroad. The email and chat support on your website is accessible to customers, and their inquiries can be answered right away. Moreover, a representative can handle multiple emails and chats simultaneously, thus reducing the need to hire more representatives.
Customers, on the other hand, transform from satisfied to loyal customers. With support readily available for them ASAP, they feel confident in their transactions because they can easily contact someone if anything goes wrong. The direct communication and immediate response to the customers make them feel they are prioritized and valuable.
It’s all in the PERSONAL TOUCH.
When customers find a representative who understands their needs, the representative are more reliable when it comes to recommending more suitable alternative or additional purchases. This personal encounter encourages the customers to keep coming back, and even better, create positive reviews, or recommend new clients.