As technology changes, the way we interact with customers also changes. More consumers are skipping traditional forms of customer service like phone and email, and opting for channels like Live Chat due to the faster, more personalized nature of the communication.
Live Chat is software that sits on your website, allowing you to have an online conversation similar to Instant Messenger with anyone who is on your site.
While Live Chat can often be a wonderful addition for businesses, it can cause its own problems and complications, both technical and otherwise.
Here are the pros and cons of Live Chat.
You are immediately accessible to your customer.
Being online when your customer is online means a chat can happen instantaneously. With most Live Chat software, there will be a clear indication to your site’s visitor that you are currently online and are available to interact with them.
You can start the conversation.
Many Live Chat programs allow you to see who is visiting your site, and you can choose to invite them into a conversation via a targeted pop-up message.
This means you are not being passive and waiting for people to come to you. If you see that someone has been navigating around your website for a period of time, this is the perfect tool to use to engage with them and help secure business.
It shows you are a modern, dynamic, and proactive company.
Having Live Chat functionality on your site signifies that you are a progressive organization that uses advanced online techniques to build business.
It reduces the amount of back and forth of email.
Conversing in real time circumvents the usual ping-pong exchange of e-mails that often results when both parties are trying to get a clearer understanding of the product or service.
It is personal and accessible.
Live Chat enables companies to be personal and accessible by having real-time conversations with customers. Furthermore, being easily available to your customers is a great way to be more transparent. The personal tone and ease of use that Live Chat gives your company can go a long way to make your company likable.
Live Chat reduces an overload on other forms of communication.
Having Live Chat available leaves other forms of customer service such as phone and email open for larger issues. People will be less likely to call or email about small questions and concerns if they have live chat as an outlet. Additionally, Live Chat fits the digital world which means many of your customers, especially younger customers, will feel more comfortable and familiar with live chat than other sources of communication.
In addition, here are some other advantages to Live Chat:
• Help more people at the same time: chat agents are usually able to serve three or more people simultaneously;
• Solves the problems of strange accents or bad phone lines;
• No extra costs for website visitors, even when they are from another country;
• Convenient: Support can easily send helpful links to the customer through the chat interface and help with the spelling of complicated names by entering them into the chat box;
• Analytics: use live analytics to find the most relevant visitors to your site;
• You can switch off chat when you are away — just go offline and transform the chat bar into a contact form; and
• Customer service quality can easily be reviewed by checking the log files.
It can create an impression that your business is 24/7.
We no longer live in a world where customers live nearby or work on a 9 to 5 schedule. As a result, it is often not enough to be available only during those hours. Try to split up the duty of answering chats to cover as much of the day as possible. When Live Chat is not staffed, have other forms of communication available, such as a Contact Us form.
Live Chat requires staffing.
To make the most of Live Chat software, it has to be staffed. Staffing is a cost to your business that needs to be covered. This is why Live Chat software is more broadly embraced by larger companies with a dedicated customer support team.
It interrupts other work.
If you are running Live Chat in the background while performing other tasks, you run the risk of having your thoughts disrupted when messages comes through. This can ultimately mean that it takes longer to do the work you were originally doing.
It can present communication difficulties.
It can be difficult to convey emotions and tone over chat. Currently, the only solution is to use emoticons, which are taboo in the professional world. You need to be careful with your phrasing to ensure your words are not misinterpreted.
Other disadvantages of Live Chat support:
• Not all users will like it. You should always offer at least email or phone support in addition to chat support;
• Not all users will know how to use it;
• Not great on mobile platforms: Not all mobile devices are able to support Live Chat applications;
• Prank chats: You will get some not-so-serious chats. If this happens frequently from one person, you can block the person; and
• It can slow down your website.
Those are the arguments for and against Live Chat. Although it has a lot of advantages, it isn’t for everyone. Give these pros and cons some thought before deciding whether Live Chat is right for your business.