Respuestas
Respuesta:
Faster support
Obviously chat is easy to reach for your customers, but what’s more is that the average resolution time is significantly lower than with traditional service channels. It takes less than a minute to resolve a customer issue using live chat.
When it comes to people, customers expect the same quick response they are used to getting from electronic equipment and technology.
Shep Hyken, Customer Service Expert
2 Real-time text preview
One of the handy advantages of live chat is the option to see a real-time preview of what the customer is typing before she hits enter. It gives your chat agent the chance to think about a solution, research and impress users with prompt, customized answers.
3 Instant customer feedback
Feedback is easily collectable. Users can rate your chat service right after their interaction with you. This is a benefit for your service agents too because they get instant feedback on their performance. This makes it easy for them to connect the dots.
image shows the feedback function of Userlike
4 Less drama
Chat agents experience less emotional exhaustion after difficult service interactions. It’s easier to distance yourself from a mean text than a shouting customer hurling complaints.
Disadvantages of live chat
Sure, as a live chat software company, we like to stress the advantages of live chat. But we are honest with our customers and educate them about live chat disadvantages as well. With over 10,000 clients, we have learned a lot about potential challenges and how to face them.
1 Doesn’t work well for older demographics
While texting is second nature to most demographics, people 55+ are more unlikely to contact a company via chat. This is suggested by a 2015 research study by Software Advice . So, depending on your target group, an additional channel might be mandatory (phone, email).
2 The need to be online to offer support
Same as for phone, synchronous channels require people to be online. Having enough staff during peak hours can be costly. Though there is still an advantage to live chat compared to phone: the live chat window automatically turns into a contact form so visitors can easily contact you on every page of your website, even after hours.
3 First response time expectations are high
Ideally, a message in live chat is answered within 30-60 seconds. That requires the right amount of staffing, so that the first response time can be kept at an acceptable level.
This disadvantage is reduced since chat agents can take care of 10 customers simultaneously. For instance, if an agent is already serving two customers, he can easily send short greetings via chat macros to new customers. Alternatively a simple chatbot can take over the first greeting and ask for the issue.
4 Identity verification
In some cases like online banking, access to personal data is only possible by secure identity check. This might require telephone contact.
5 Online Trolls
Because you can chat quite anonymously, internet trolls are a phenomenon. That's why Userlike offers features like blocking and ignoring. To protect the privacy of operators, it is possible to use operator aliases.
6 Peak hours
Although the pressure of being available is less than with phone, you will still need to staff during peak hours.
Explicación: