Who is most likely to use live chat?
With over 10,000 clients, we have learned a lot about potential challenges and how to face them. While texting is second nature to most demographics, people 55+ are more unlikely to contact a company via chat. This is suggested by a 2015 research study by Software Advice .
How does live chat software improve customer service?
To improve the efficiency and quality of your customer service, live chat software gives you numerical insights like peak hours, the average first response time and chat duration. Customers can categorize their query type within a second, before the chat even starts. They may, for instance, choose specific departments or topics.
What are the advantages and disadvantages of live chat?
Modern live chat software allows you to connect third party messengers to the central live chat panel and answer all incoming texts from here. Even good old SMS can be docked. You can connect different types of chatbots to your live chat software, thus taking the strain from your chat agents.
What are the advantages and disadvantages of a chatbot?
Connected to a chatbot, your support is available 24/7 no matter what time zone. If the question can’t be solved, the bot arranges a follow-up with an agent. Customers communicate less formalized in chat.
What happens when you change your chat channel?
Channel shifts may not always be one for one, either. You may find that your customers actually contact you more when they shift channels. This can be driven by an ease of contact. If your customers find it easier to start up a chat than call, they may initiate more chats. As a result, a channel shift may change your total volume.
Which is cheaper live chat or phone support?
In terms of technology cost, live chat appears to be cheaper than phone support as it is cloud based and the software requires only a subscription fee. The telephony infrastructure, on the other hand, usually needs larger investment up-front and regular maintenance costs.
What’s the most common mistake in live chat?
Over-using automation is one of the most common live chat support mistakes. Often, this over-reliance on automation can dramatically increase resolution times — and make it difficult to form genuine customer relationships. In many cases, connecting a customer to a representative directly is the faster solution.
Why does my chat concurrency go up or down?
If you’re overstaffed, your concurrency may go down, because there isn’t enough volume to keep your agents occupied. If you’re understaffed, your concurrency may go up because there is a queue of chats waiting on your agents. So in a nutshell, this number needs to be constantly calibrated.