With rapid expansion of technology, the customers have found new touch points to get into contact with the companies. But the level of customer service rendered by companies differs with each channel. While using phone based channel, customers will have to wait for longer time or pass through various options in IVR that can be irritating. Even after passing through all this there are times when the customer does not get satisfactory answer from the agent. Even while using email for customer service, the customer has to wait for the entire day to get answer that can be unsatisfactory and untimely. Even FAQs, fax, or letters might not provide the exact answer in timely and accurate way.
Website customer service chat can rightly address all the issues that remain unanswered by other channels and provide an exception customer engagement experience. It offers a convenient and easy way to quickly resolve customer queries in cost-effective way. Here are some of the useful benefits offered by website customer service chat.
1. Written Proof
The customers while interacting with agents through website customer service chat can ensure that they get the copy of their chat interactions in the form of chat transcripts. Chat transcripts prove to be good evidence against any type of misappropriation by the agents or in case they fail to abide by any promise made during interaction. Customers can save the transcript for future reference. Even many customer service companies email the chat transcripts immediately to the customers.
2. Clear Communication
When customers contact the call centers they may face agents who may be having a different accent of speaking English. The way agents speak English and their accent matter a lot during dispute resolution or interacting on crucial matters. In website customer service chat, there is no need to have a good accent or voice quality to convey accurate information to the customers. Important numbers, order numbers, vital information can be clearly communicated to the customers. The customers can also clearly understand this information without getting distracted or annoyed due to different accent of the agent.
3. Speak on Behalf of Someone Else
In case of voice-based interactions, in some cases the agents will only speak with the customer who is the main account holder or investor or one that purchased the item etc. Suppose the customer does not have understanding of some processes or technical aspects and wants his or her relative to speak on behalf of him or her then it can lead to lot of trouble. However, on website customer service chat, a relative or wife or known acquaintances of the customers can talk with agents without lying.
4. Save Time and Multitask
In website customer service chat, the customers can save a lot of time as they will not be put on hold as seen many times in case of phone based process. The interaction through online chat also gets resolved quickly. Customers can also multitask while chatting online with agents. They can talk on phone, browse internet, and even chat with other agents from different websites.
All the interactions through website customer service chat is done on secured lines and high level of security process is followed while storing sensitive financial data of customers like social security numbers, credit card numbers, account numbers etc.
Website customer service chat can rightly address all the issues that remain unanswered by other channels and provide an exception customer engagement experience. It offers a convenient and easy way to quickly resolve customer queries in cost-effective way. Here are some of the useful benefits offered by website customer service chat.
1. Written Proof
The customers while interacting with agents through website customer service chat can ensure that they get the copy of their chat interactions in the form of chat transcripts. Chat transcripts prove to be good evidence against any type of misappropriation by the agents or in case they fail to abide by any promise made during interaction. Customers can save the transcript for future reference. Even many customer service companies email the chat transcripts immediately to the customers.
2. Clear Communication
When customers contact the call centers they may face agents who may be having a different accent of speaking English. The way agents speak English and their accent matter a lot during dispute resolution or interacting on crucial matters. In website customer service chat, there is no need to have a good accent or voice quality to convey accurate information to the customers. Important numbers, order numbers, vital information can be clearly communicated to the customers. The customers can also clearly understand this information without getting distracted or annoyed due to different accent of the agent.
3. Speak on Behalf of Someone Else
In case of voice-based interactions, in some cases the agents will only speak with the customer who is the main account holder or investor or one that purchased the item etc. Suppose the customer does not have understanding of some processes or technical aspects and wants his or her relative to speak on behalf of him or her then it can lead to lot of trouble. However, on website customer service chat, a relative or wife or known acquaintances of the customers can talk with agents without lying.
4. Save Time and Multitask
In website customer service chat, the customers can save a lot of time as they will not be put on hold as seen many times in case of phone based process. The interaction through online chat also gets resolved quickly. Customers can also multitask while chatting online with agents. They can talk on phone, browse internet, and even chat with other agents from different websites.
All the interactions through website customer service chat is done on secured lines and high level of security process is followed while storing sensitive financial data of customers like social security numbers, credit card numbers, account numbers etc.