Traditional support channels are not always high-performing. Just think of email or telephone contact. Waiting minutes, which seem interminable, for someone to answer often translates into a failure and a dissatisfied customer. So what should you do?
Today more and more companies decide to integrate their platform with live chat systems, that is, instant messaging between customer care and customers. The positive effect on conversions is inevitable.
A user browsing a site wants to be guided and helped to find what they are looking for. The Customer Care agent, however, must have some information in order to guarantee trouble-free assistance.
Which pages of the website have they visited?
How have they interacted with support?
At what point of the customer journey are they?
These factors are fundamental and help to understand at which moment of their experience the user most needs assistance through a Live Chat
Do you want to give your E-commerce an extra gear? Find out how
The reasons to integrate a Chat into your website
It is not enough to set up a Live Chat on your website to solve the problems relating to customer support; you also have to use it in the right way.
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More customers inclined to purchase
With the implementation of a Live Chat on your site, customers can immediately access the help they need.
According to the data recorded by Zendesk, 92% of customers feel more satisfied when they use Live Chat compared to the traditional support methods.
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Lower costs, greater satisfaction
Live Chat is a high-performing solution not only for users, but also for your company. The instant messaging service makes it possible to increase the efficiency of customer service, since several Chats can be managed simultaneously, thus reducing the need to hire more telephone operators. In addition it reduces the costs of the helpdesk centre and decreases waiting times.
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It increases conversions and upselling
Customers feel more satisfied if someone accompanies them on their purchasing journey. An immediate answer through a Chat can decrease cart abandonment and increase the rate of return to the site.
Now it is your turn
We Are Fiber collaborates with Zendesk to provide companies with a live chat software system. The All-Inclusive customer service package includes not only an omnichannel software solution, but also complete and advanced training for the teams dedicated to customer support. The service offered is fully customisable and makes it possible to receive complete statistics on the volume of the chat and on the users’ experience so as to anticipate their needs and increase satisfaction.
Our teams are made up of specialised resources ready to manage customers’ queries in several languages. Our team supervisors report to the account Managers, who in turn communicate with the customer at every phase and step.
Contact the sales team of We Are Fiber to discover more details about our all-inclusive customer care packages.
info@wearefiber.com
Phone (IT) + 39 02 42 10 11 22
Phone (UK) + 44 20 38 70 44 08
