Chat-Based Customer Service: Uses and its Users

Technology is a vehicle for the everyday operations of businesses.  Chat-based customer service options are quickly becoming a preferred method for customers to contact businesses. An increasing number of companies choose to outsource their customer service departments to third party contact centers, such as Ansafone Contact Centers, to meet the unique service needs of tech savvy and customers. Chat-based customer service is just one way that these third party contact centers utilize to reach out to this customer base. As a result, this platform is quickly becoming one of the most innovative and logical ways to provide help to today’s clients.


What is Chat-based Customer Service?

Chat-based customer service is the use of instant messaging to perform customer service . In most cases, this is done through an omni-channel contact center. Omni-channels are call centers that provide more services than just phone calls or emails, and address customers’ needs, providing advice or assistance. Ansafone is one such leading organization providing omni-center support, with an understanding that clients appreciate it when they can connect with customer service representatives in real-time  24/7/365.


Why are Companies Considering Chat-based Customer Service Options?

Chat-based customer service is widely popular among businesses and their clients. It is simple, efficient, and it is the next innovative way to communicate in a technologically-centric economy.


The New Age of Consumers

Millennials now are a very meaningful part of the economy and chat-based customer service options are one of their preferred communication methods.  Businesses that take the time to establish an instant messaging communication platform will generally see more traffic from this demographic. As a result, these customers tend to spend more with you when you offer chat.


How YOU Benefit from Chat Customer Service

Outsourcing your customer service to an omni-channel contact center is not just for the benefit of your clients—though that is an important part of it. There are some other great advantages for your business as well:


·         One agent can handle multiple chats simultaneously

Unlike on the phone, a single customer service representative can communicate with multiple customers at once. That makes the average cost per contact much lower than other means of communication, like phone.

·         It builds trust between company and users

Virtual contact is hard to “humanize.” However, when it is instant, it becomes easier for customers to associate real people with the companies they are representing.

·         It makes getting through to clients easier

Some companies even use chat proactively when potential customers visit their website, and will send a pre-configured message to stimulate conversation and get the ball rolling.


How YOUR CUSTOMERS Benefit from Chat-based Customer Service

There’s no doubt that customers—especially those in the younger, more tech-savvy generation—will appreciate using instant messaging in addition to calling. It provides some significant advantages for clients including:


·         Responses are immediate

Instant messaging is, well, instant. There’s little wait times for customers to get the answer to their question.

·         It is easier than calling

Taking the time to call is sometimes more of a hassle than customers want to have. Not only is instant messaging immediate, but it is also pretty much effortless.

·         No “on hold time” or IVR

No one likes getting hit with the “please hold” message when he or she is trying to call a customer service agent for help. By outsourcing your customer service to an omni-channel contact center, we handle this for you.


Chat customer service is a communication channel your business will not want to overlook. It provides convenience to your customers and additional revenue to your business.





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