What is live chat customer support?
Live chat customer service is a platform that allows you to provide instant, real-time customer support and improve your Customer Relationship Management (CRM). It’s a great way to give a personalized experience to your users and to build brand loyalty as well as an open line of communication channels with your customers.
Gabbyville provides the best live chat customer service which allows you to answer questions at any given time, so there’s no need for customers to wait for hours on the phone or in email queues. You can provide instant feedback, answer questions and resolve issues right away. It’s a great feature to be displayed to your website visitors if you want to provide a better user experience.
In this article, we’ll look at how live chat customer service can be used as an effective tool for building brand loyalty and increasing your sales.
Pros of Live Chat Support
Using live chat tools is a great way to help customers with their issues and concerns in real time. If you’re looking for a way to provide high quality service to your customers, live chat software is a good way to start and can be a very effective way to provide a rich customer experience.
Gabbyville works to support your live chat requirements! We want to be your partner in your quest to meet your customers where they are.
Here’s a list of some of the best reasons why we think Gabbyville’s live chat customer service should be your first choice when it comes to customer satisfaction.
It can improve support availability.
You might be worried that your in-house support team is spending more of their time on live chats, but Gabbyville’s live chat customer service option can actually improve the customer service experience while making the lives of your agents easier.
Gabbyville’s chat window allows customers to chat with customer service representatives 24/7. The live chat feature is intended to answer all the customer questions more quickly than they would otherwise have access to.
We have designed a live chat solution that allows customers to get instant answers from experienced chat agents, and you can take advantage of the same for your own business.
Customers can have shorter wait times.
Did you know that the average response time taken by an agent to respond to chat requests over live chat is 1 minute and 35 seconds?
At Gabbyville, we are committed to providing our customers with the best service. We aim to make the process of customer service as quick and efficient as possible. We strive to resolve all concerns and issues brought to our attention by customers in a timely manner.
An alternative to email and phone support is to use the live chat feature, which cuts short the waiting time for your customers. Live chat enables customers to have real-time chat conversations, making it a better fit. It’s easy to use, and customers can get their questions answered at their own convenience.
Scale overall customer support operations.
Live chat offers the highest customer satisfaction levels, with 94% of customers that engage on the medium feeling much happier. Gabbyville’s live chat customer service is a tool that effectively scales company-wide customer support operations to one specific location. Our support agents are available 24/7 and can be accessed by customers through Gabbyville’s website.
To help businesses become more efficient with their customer service, Gabbyville also offers dedicated receptionists that can follow up with your customers directly on your behalf, based on the type of plan you choose. If your business has a lot of repeat questions or needs help keeping track of which issues need attention and which have been resolved, they will be able to contact the same account manager without having to pay extra each time.
Cons of Live Chat Support
While help desk support powered by live chat can be a great customer service tool, it can also have its downsides. Some companies blend live chat messages with email support, and as a result, customer service agents spend a lot of time transferring customers back and forth between the two mediums. This can be irritating for customers to navigate and confusing for agents to keep straight.
With Gabbyville, this is not an issue. Customers can get answers to their questions in a timely manner. Nonetheless, here are some overall disadvantages you might encounter with live chat solutions.
It can be impersonal.
One of the biggest shortcomings of live chat is that it’s not as personal as some other forms of communication. Being unable to make any personal connections with customers when they’re communicating through live chat can take away from their overall experience.
Sometimes, the customer can tell when the agent is just following chat transcripts instead of really listening to what they are saying. This results in customers feeling like they’re talking to chatbots since they only receive canned responses, which definitely isn’t what any business wants.
It can lead to customer frustration.
Responding to a customer is an important part of any business strategy. Satisfied customers are more likely to come back and buy again. However, when it comes to live chat support, it has been found that live chat service is not able to answer all of the questions that customers have, which may lead to unnecessary frustration. Automation of live chat service may help you to support customers and answer some of the questions, but it is not enough.
It is important for businesses to be able to provide support via multiple channels including email, live chat and phone calls, and that is where Gabbyville comes into the picture.
With Gabbyville you can personalize conversations and get real-time updates to ensure live interactive conversations with your customers, no matter the medium.
It may not resolve the customer issue.
Live chat customer service is convenient for the customer but it may not always be the best medium to resolve a customer’s issue. This could frustrate an already dissatisfied customer if they feel their problems are not being addressed to perfection.
A bad chat experience for a customer can adversely affect the business. There may be times when the representative doesn’t have enough information about customer problems in order to resolve the issue. This could lead to another round of troubleshooting or maybe even starting over with a new representative.
Gabbyville’s Virtual Receptionists Adds a Personal Touch to Your Customer Service
Gabbyville’s virtual receptionists are available to answer your customer service questions 24 hours a day, seven days a week. When a customer calls Gabbyville, they are greeted by an online assistant who has been well-trained to know the ins and outs of your business.
Our staff members have access to all of your company policies and procedures, so they can answer even the trickiest of questions with the utmost accuracy and professionalism. In addition to our exemplary customer service team, Gabbyville offers a live chat support experience, full-time email support staff, and on-call technicians for emergencies.
Our online receptionists are trained to be the face of your company, and we take this responsibility very seriously. Our agents go through a rigorous training program that ensures they have the necessary knowledge base to answer any question with confidence.
We know that not everyone we serve is looking for the same type of customer service, which is why we offer a variety of options. We’ll make sure to match you with the right one.
Get started with us today and use live chat to power your support channels.
