To understand how Live Chat services can be humanized, let us go through some self-analysis. Have you ever had to face a poor customer service experience?
Well, I have.
It was when I had to make a change in an airline ticket booking. I had to call the airline office to get some information on the next cheapest available dates for the flights. Rather than taking me to a real person, I was made to choose those automated options where one had to enter a number to get to the relevant department. So I had to enter a lot many numbers which kept directing me to more automatic number prompts. So I had to keep entering numbers.
At last, when I made it to the relevant department, it was only to find myself put on hold. So I waited for a customer service agent to pick up my call.
I waited and waited.
But when even after a long time I found no one on the other side, I hung up the phone. Since then, I have decided not to book any ticket through that airline again.
In this case the airlines had poor customer service. It can have a very negative impact on your business, sales and promotion. This is a prime factor why customers abandon a sales transaction midway.
Thankfully, a simple way in which you can improve the kind of customer service you provide is to bring it to an interpersonal level of virtual communication. You can then transform a cold, impersonal interaction (like the one I had) to a warm, positive, and even personal experience, enjoyed by your client. Humanizing your customer support can bring many plus-points for your business. And one of the most trusted tools to humanize your customer helpline is live chat.
Here are some ways to benefit from humanizing your business with live chat systems.
You may wonder why bother to humanize the customer support at all when the regular approach is going fine? Why run off to fix something that is not yet broken?
If you are thinking on those lines, then we have for you a comprehensive list of benefits that are to be gained from humanizing your customer support interactions and making your customers feel personally connected with your support team. The list of benefits includes:
» Boost in Sales: Buyers who felt a strong rapport with a business or a brand showed higher rates of consideration. They were more likely to make a purchase and became more willing to pay a premium.
» Better Brand Recognition: Humanizing your customer support can create a better brand recognition for your business. It becomes the differentiating factor that allows your business to separate itself from and be more highlighted than the competitors.
» Increased Customer Loyalty: By humanizing your customer support, you can build upon the customer loyalty generated. Humanizing your business encourages trust and reliability in customers. Customers will be more likely to purchase from businesses that they trust than others.
Now when you realize the need to humanize your customer support…you may ask… why live chat? Using live chat with your customers helps to humanize your customer support in many different ways. These include:
» Quick Human Interaction: Customers and prospects do not want to be stuck on the phone waiting, hoping and praying for a real live human to address their queries. Customers who are kept waiting longer than a minute to reach customer support are more likely to be dissatisfied with the experience. Live chat options, evenan automated hybrid agent can guarantee your customer an instant access to a customer support agent.
» Personal Connection: Real pictures and names of your support agents will allow your customer to picturize a human name and face to the interaction. It builds up an interaction with an encouraging engagement.
» Allows your customer support agents to build individualized interactions: If your customer service team keeps to the basic etiquettes of live chat, they can effortlessly personalize the conversations held with customers. This reputation syncs with your team and company brand name, and thus differentiates your team from other less personal teams. Who knows – your support agent’s customized conversation may even go viral and attract more customers to your business!
Have you ever had a personal experience with a customer support? Have you ever been a part of a humanized customer service experience with live chat? Share to let us know through the comments section below. Schedule a Demo Today!:http://www.joleadosystem.com/automated-live-chat/