Every call center has to be in pace with the latest updates in the market. One of the trend that has taken the customer service market by storm is “Live Chat. To include live chat within your system and incorporate it with your best call center software.

1. What are the Benefits of Using Live Chat in Call Centers?

2. Introduction
 Customer service is all about meeting customer’s expectations. It would not be wrong to say
that with the increase in technology the expectations of the consumers have reached a new
height.
 But to be in the competition every call center has to be in pace with the latest trends in the
market. One such trend that has taken the customer service market by storm is “Live Chat”.
 We all know that there are already a lot of channels used by the call centers around the world
for providing support to their customers like emails, phones, video calls, remote sharing etc.
 But these methods have become the default level for every call center. So as a call center
manager, what it is that you can do to bring a change to your business and improve the
customer experience?

3.  Live chat is one of the ways of interaction using which contact center provides services to
their customers. It allows real-time interaction between contact center agents and visitor of
the call center’s website.
 Advantages of using live chat
 There are various advantages of using live chat in call centers and some of them are
mentioned below:
What is live chat?

4.  There is no doubt about the fact that providing your customers with a great service
experience can be very difficult and stressful.
 So, to be able to achieve better results and customer satisfaction level a customer
representative should possess the multi-tasking skills.
 Unlike the telephonic interactions where the agent can address one customer at a time
which results in reduced productivity, the live chat features allow agents to handle multiple
customer’s queries at a time.
 This allows the contact center agents to provide faster response and reduce the turnaround
time for every query thus adding to customer satisfaction.
Allows multi-tasking

5.  The operating cost of your company is one of the major concerns for any business
especially if they are in the field of customer service.
 Thus, the call center management is always in search of different ways that can allow
them to reduce the operating cost without reducing the quality of the service.
 The live chat option helps them in achieving this goal.
 By using live chat service the call center can cut on the costs of their telecom services as
well as on the number of agents hired, since live chat permits the agents to do multi-
tasking.
Cut on operating cost

6.  Live chats are a great way to increase the sales of the product or service of your contact
center. As live chat support multi-tasking, which helps in improving the productivity of
every agent which in turn ensures more sales.
 Not just that, by keeping a track of the number of visitors on your contact center website
the agents can proactively initiate the conversation with the customer using the live chat
features like “Proactive trigger” and “Auto chat” which is not possible with the telecom
support. This increases the probability of selling the product or service to the customer.
Increased sales

7.  One of the biggest advantages of using live chat is that it removes the language barrier
completely.
 Unlike telephone support where the contact center needs to hire multiple agents so that
they can provide services to customer from around the world, with live chat that is not
required anymore.
 With the help of various language translation tools available in the market, the contact
center can increase their business reach to different countries without having to hire new
agents.
No language barrier

8.  With live chat integrated into the system the contact center can be relaxed about one thing
that they are not losing on any business opportunities.
 When compared to telephone support where if all the agents are busy and if a call gets
dropped you cannot track the caller and miss a chance of new business deal.
 Well, that is not the case with live chats, even when there is no agent available, the call center
agents can go offline and can convert the chat option into a contact form ensuring no
opportunity of having a new customer is ever missed.
No missed conversations

9.  When talking about customer service there is no such thing as too much information.
 The more information a call center has of their customer’s need the more chances are there to serve
them better.
 To gather more information about a customer live chat can be very helpful. It allows the call center
management to keep a track of the following:
Data collection
Link used
 It can be used to find the link the customer used to get to the contact center’s website.
 This gives the call center management a chance to understand what exactly the customer is looking
for and assist them accordingly.

10.  It allows the management to a keep track of number of visits a customer has made to their
website.
 If the customer is giving its first visit the agent can initiate the conversation.
Number of visits
Activity status
With the help of live chat tool you can easily find out the activity status like time spent on the site
or if they are reading or being idle etc.

11.  We can also use it to see if the customer has been served by any agent or not. If not, an
agent can try to contact the customer and try to sell the service.
Number of chats
Location tracking
 Using the IP address of the customer the contact center can identify the city and
country of the user.
 Using this information the call center management can look for ways to increase their
marketing in maximum contacted location.

12.  The key to providing an exceptional service experience to your customers is to give them the
gift of convenience. A customer will be more happy with your service if they can get a fast
response, and which they get most of the times.
 But what most of the call center forgets about is to reduce or cut through the tedious and
time-consuming process of reaching to the customer service agent which can be very
frustrating.
 So, to overcome this problem and reduce the average response time the call center can use
live chat. This gives the call center customer faster response and provides them with the
convenience of doing other important activities while interacting with an agent.
More convenient

13.  When a customer interacts with a service agent over the phone, they do not receive the
log or recording of the conversation that they had. Although most of the call
centers make it as a mandatory practice to send the summary of call to the customer
through email.
 In most of the cases, it can happen that the agent forgets to mention something that was
important to the customer. Then the customer had to call again and mention the
information to the agent that he requires in the email which results in a bad service
experience.
 So, by using the live chat, this problem can be completely eliminated. As almost all the
live chat software give the user an option to receive a transcript of the interaction. This
also can be used by call center agents to keep the track of customer’s query instead of
requesting the customer to repeat the problem.
Provides Transparency

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