Live Chat as an Effective, Omni-Channel Communication Channel

A-April27

With advancing technologies such as artificial intelligence ( AI) and live chat, it is no wonder that staying on top of your game and on top of technology are critical moves.

When you are looking to add any customer service options to your business, one that you should consider is live chat services like those offered by Ansafone Contact Centers. Live chat provides you a low-cost option to provide high-quality customer service and interaction with your customers right away.  Effective and easy, live chat options help engage your customers and answer their questions on the spot.

Live chat, when used as part of a comprehensive omni-channel communication plan, provides your customers an option to get their questions answered instantly. By having an omni-channel approach to customer service, you allow for a more seamless and positive customer service experience. Not only are you giving them the option of how they want to interact with you, but you are also providing high-level support.

Improved Customer Support

When your customers interact with your website and have questions, they want answers immediately. With live chat services from Ansafone Contact Centers, they can get those answers instantly, 24/7, 365 days per year. This immediate interaction helps keep customers on your site and lowers the chance of them going to a competitor. Live chat helps boost sales and increases customer satisfaction.

When it comes to reaching out to support, customers vary in how they want to make that contact. It can also depend on what level of support the customer needs. Having multiple channels allows the customer to make that determination and use a method they are comfortable with. This leads to a better experience for the customer and can lead to increased sales and brand satisfaction. When using Ansafone’s live chat features, customers report an 85-90% success rate.

Allowing your customers to have multiple points of contact with your company also helps strengthen your brand and your bond with your customers. Customers want to feel they have access to your company in order to feel satisfied with their choice, and live chat is a personalized, cost-effective and high-quality way to have one-to one interaction with a live agent.

Easy Option

Ansafone Contact Centers makes adding live chat easy. Live chat is simple to implement on almost any website and can be customized to fit your needs. Our operators are available to help your customers 24/7, 365 days per year. They are also trained to upsell your product while they assist your customers, which leads to an increase in sales.

When you set up your service, our staff will work with you to create a unique script to answer ‘frequently asked questions.’ Operators can also offer advice and help guide your customers through your website and processes. This allows the customer to be more at ease with your company and can increase sales and significantly decrease shopping cart abandonment. Live chat is easy to implement and a low-cost solution that greatly improves overall customer service.

Gain Additional Insight

When customers use live chat services, it allows you to gain more insight into the types of questions they have or the issues they are facing while navigating your site or products. This allows you to identify common problems and correct them. It also allows our operators to identify customers who need additional assistance and provide the help they need. This will lead to more sales and an improved bottom line.

When customers use live chat options, there is a text record of the questions asked or customer service issues they were facing. These records can then be studied and reviewed much easier than recorded phone calls. This allows you to use the records or gleaned information in training for your staff that can help them understand issues raised by your customers. Reviewing these records also allows for quality assurance since you can see how the issue was handled with the customer and see what issues the customer had.

Seamless Transition

Sometimes when a customer starts using a live chat option, they may need additional help. In these cases, Ansafone operators can seamlessly transition the customer to a live agent or with your office staff to finish their business. This transition is important to make sure the customer follows through with their transaction. Delays can cause customers to look to competitors or abandon their purchases altogether.

As we move into the future, it is predicted that digital options such as live chat will replace options like a traditional phone call or email for customer service solutions. As needed, you can make changes to the scripts and add additional information to expand your chat services and steer away from more time-consuming options.

How Ansafone Can Help

Ansafone Contact Centers is an award-winning, BPO provider with 50 years of world-class customer experience and brand care. We are a national call center with omni- channel services, fully-equipped to help you in business and any special circumstances.

Request a quote or call 800-510-0514 to learn more about our custom solutions for creating exceptional customer service experiences for your clients. We’re happy to offer insight into what your customers seek from your company’s language offerings and tailored customer solutions.

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Client Testimonials

Home Health Care Company:
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“Ansafone always goes above and beyond! They are always professional and ensure all messages are properly handled. If I have any questions or concerns, I can always count on my representative Dave! Thank you for your excellent service.”
Donation Information Hotline:
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“I am highly impressed with the exceptional level of customer service, reporting and professionalism with Ansafone.  I have worked with them for many years and found them to be action oriented and focused on quality performance.”
TAS and Call Center Support:
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"We appreciate all you have done for us in the past and wish you all the best.  Please extend my thanks to Laural and everyone at Ansafone."
Energy & Utilities:
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"I would like to express gratitude on behalf of Marion County Solid Waste for the prompt and satisfactory service you have provided to us."
Healthcare /Orthopedics:
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"Honestly, everything has been wonderful... What is most impressive to my providers and myself is the knowledge that the agents answering the phones have... It makes our jobs so much easier."
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