The Benefits of Having a Live Chat at Your Call Center’s Website

Just because we're a call center doesn’t necessarily mean that all of our customer service interaction needs to happen over the phone! These days, there are plenty of options available for personal, online interactions, not the least of which is using a live chat feature on your call center’s website.

Here are some of the most prominent benefits that come along with using a live chat feature:

• The ability to multitask. Many live chat features allow customer service representatives to chat with more than one customer at a time. This exponentially increases the amount of work your call center can get done within the same amount of time! In a world where time is money, the importance of multitasking can not be underestimated. 
• Great first impressions. Live chat enables customers to get instant and brief answers to their questions. Many people don’t want to spend the time on a phone call, so these instant answers give a great impression to customers. 
• More feedback options. Live chats can be coupled with a post-chat survey that asks customers to rate their experience with the customer service representative and the company itself. These surveys take less time than a survey over the phone would, so response rates will likely be greater. 
• Build instant leads. Live chats allow your customer service representatives to give links to the company’s website or to quickly gain contact information from the customer. This is a great way to build up business. 
• Instant statistics. Some of the best chat providers offer the ability to see statistics about the customer’s referring URL, IP address, geographic location, and more. This allows you to see who is contacting you, where they’re coming from, and how they found you! 
• It’s easy! Live chat is easy to set up and easy to use. For the amount of benefits you can reap from such a simple feature, there is no reason to not take advantage of it.

Are you interested in learning more about live chat? Check out the live chat feature at www.teledirect.com to get some first-hand experience! Then, contact us to let us know what you think!