Customer service is right along with product quality when it comes to selling. Live chat can go a long way to improving your customers’ perception of your customer service and it’s becoming easier and easier to implement, working well for clients who are online more and more. It’s fast, trackable, private (keep that social media rumbling to a minimum!) and can be implemented most places you are present such as website, social media, email, mobile.
Check out some stats:
- 90% of customers consider live chat helpful (ATG Global Consumer Trend Study)
- 63% were more likely to return to website that offers chat (emarketer.com survey)
Recommended uses:
- Provide customers with a live private channel to discuss their customer service needs
- Integrate with CRM system to track customer behavior
- Implement on multiple channels such as Facebook, websites, emails
- Increase efficiency by allowing customer service representatives to handle multiple chats
- Analyze reporting to manage teams, times in operation, customer needs
- Not sure about service levels upfront? Consider launching trial program for a specific campaign to allow teams to test and adjust without setting customers’ expectations in the early stages.
Download the full chart >> Live Chat Tool Comparison
| Cost / yr 5 operators | Summary | |
| Olark | USD1,392 Platinum pkg | Excellent simple tool suitable for smaller teams. Allows quick set up and custom styling. Integrates well with customer servicing tools like Desk.com.Note: digitaldevotee.com is trialling |
| Zopim | USD1,200 Advanced pkg | Excellent simple tool suitable for smaller teams. Allows quick set up, custom styling, department setup. Integrates well with customer servicing tools like Zendesk. |
| Netop Live | USD960 starting Live Guide pkg | Esablished company offers remote control, classroom management and live chat tools servicing enterprise clients with large teams and routing requirements. Allows self setup and custom styling. |
| LiveChat | USD3,540 Enterprise Pkg | Robust tool for all sized teams with some enterprise level tools such as surveys and agent rating as well as workflow tools. Allows quick set up with custom styling. |
