There has never been a more exciting time to be working with customer experience. We are witnessing the rise of a digital world led by millennials; the most educated, affluent, assertive, and IT literate generation in history. An increasing reliance on digital channels, hyper-connectivity and use of mobile devices are all driving the adoption of digital tools within customer support. Companies need to offer their customer an omnichannel experience.
Live chat is one of the areas where we see a rapidly increasing demand – in 2016, with as much as 43% – emphasizing the importance of the channel in a modern customer service. Transcom offers implementation and operation of live chat, leveraging our extensive customer support experience.
There are many benefits with implementing Live Chat in customer service:
- Customer satisfaction – Customers and our agents generally find it easier to understand and solve customer queries through chat. This is primarily due to elimination of accents and sentiment as well as easy access to the text for further interpretation and follow-up. Improved customer satisfaction is also the result of better fulfillment of customer preferences, such as immediate response, no waiting on the queue, multitasking, etc. We have seen chat operations delivering 18 p.p higher CSAT than the average score in voice delivery. Our multi skilled agents can also provide a seamless omnichannel customer experience.
- Cost efficiency – Deploying well-trained agents and operational best practice allows for a highly efficient workforce. In our experience, concurrent chat sessions and faster issue resolution contributes to a more efficient customer service. Interacting via live chat also reduces operating cost since there is no need to pay for expensive phone calls. With our significant scale in recruitment, training and support functions, we can offer more cost-efficient operations than having the live chat in-house.
- Revenue generation – Sales campaigns through live chat typically have higher conversion rates than sales in voice-channels. The opportunity to proactively engage with customers in the early purchasing process has proved beneficial with the ability to share documentation, links and other relevant information in real time to the customer. Adding chat with co-browsing opportunities will further increase sales conversion, lower basket abandon rates and increased average value per order. Companies implementing proactive sales support in chat channels have seen conversion rates up to 20% higher than sales in voice-channels.