Support tools are an essential part of customer service. While local stores or company branches offer the ability to troubleshoot and answer questions both face-to-face and over the phone or via email, this option is not available for online stores or web pages. The help chat has been established as an alternative technical assistance component that , although it does not replace the usual communication methods, it can have a similar effect on users seeking advice, since it offers a more personal form of communication. The efforts involved in using a service with such characteristics raises the question of which audience should this virtual communication medium be directed to..
To be able to use the chat service on a website or in an online store, you first need the corresponding software. The market today offers numerous possibilities in this regard, but to get an overview visit the guide with all the information about free and paid chat support programs. With the help of a specific code, which must be copied into the specified sector of the HTML file, a chat can be integrated into a web project. For this, various types of chat are available, such as on-site chats , which are connected through the page itself and which always remain visible to visitors, or off-site chats , which will appear in an external window.
Depending on the size of the software, different functions are given to establish contact, process requests and organize and analyze conversations. There are programs like Livezilla that send an automatic invitation to the chat service to their visitors using various mechanisms. Some applications allow remote access to the customer's computer, an optimal tool in case of technical problems. Other possible functions are, for example, data transmission, automatic correction of spelling mistakes, creation of a transmission queue or frequently asked questions file..
If you are the administrator of an online store or a company's website, the online chat service is an excellent option to respond immediately to customer questions, contrary to what happens with services such as mail electronic. Some of its advantages are:
In general, it is advisable to expand the offer of technical assistance through a service such as direct chat. Additional options that offer neither phone support nor email support can help reduce bounce rate and increase customer satisfaction. However, the effort associated with this type of real-time support service should not be underestimated. If the chat is online, customers expect their requests to be processed quickly. In the specific case of small businesses and shops, it must be analyzed in advance and exactly whether the resources that workers need are ready to be used or whether the use of an online chat service would be profitable. When it comes to reflecting on this, aspects such as:
If you've already decided on a tech support chat software, you'll also need to consider developing a clear concept. The opening of a proactive chat is not appropriate for each service and for each company and if used incorrectly it can cause more harm than good. When providing technical assistance or purchase advice, it is recommended to use experts for your team. If your company's help chat builds trust, is competent and helpful, it will be of considerable benefit to your web project and increase customer satisfaction.