SATISFYING CUSTOMER SERVICE METRICS WITH LIVE CHAT SUPPORT Although the advancement in technology has done much to dissolve the barriers between businesses and customers, the presence of a comprehensive strategy that preserves your clientele for keeps is no less important. A good customer-focused policy, balanced with innovation and creativity, would strengthen your business no matter how tough the corporate environment is. In this regard, live chat software is a great chat and co-browsing technology that has revamped online support all together. Customer service reps work to identify and solve customer issues. Creating memorable experiences for online visitors by fulfilling the customer service metrics for efficiency and effectiveness, chat increases customer retention rate and revenue while incredibly reducing the costs all at once. According to the research firm Euro monitor International, online sales in the Arab world are forecast to top US$2 billion (Dh7.34bn) by 2016, amid a boom in e-commerce in markets including the UAE and Egypt. Several regional websites report they doubled revenues last year as shoppers turned to the Web in search of bargains with the convenience of buying from home. Whereas, online shoppers in the UAE, Saudi Arabia and Egypt spent $1.01bn on internet retail sites last year. That is expected to more than double to $2.09bn by 2016. iThese statistics show that customer service and support trends in future are mostly going to be signified by online interactions with the customers. Thus, live chat comes as a creative, social and affordable strategy for the businesses that would cement enduring relationships with customers, while turning a profit at the same time. Managing each step of the purchase process and creating targeted sales, this terrific personalization tool has certainly taken online shopping to the next level. Detailed below are some of the elements that establish it as the best customer service strategy. Effective communication i.e. providing understandable information in a logical manner is the heart of positive and working relationships with customers. Establishing a two-way communication, active responding and participation on operator’s part strengthens his / her understanding of the customer. The role of a company rep is not just to sell products but to convince the customer to buy only after making sure that he /she understands what options are available and what to expect and after addressing his / her concerns. No matter how complex or difficult a problem / question a customer has, proper support and attention by an expert would always help in delivering the right solution / answer. Customer service is all about diagnosing a problem fast and providing quick solutions. Live chat software reduces average handling time for the agent and improves efficiency. For online visitors, telephone and email are ungainly, outdated technologies; live chat is a fast communication channel that breaks the silence and resolves customer queries from the point they land on your website till the time they eventually make a purchase. There was a time when customers had to go through the FAQ section or user manual in order to seek guidance but now live chat support has expedited communication; so, instead of switching off user, chat keeps their interest alive through live interaction. Because of this neat communication channel, information and assistance are conveniently accessible 24/7. With relatively low operational costs, live chat support is a surefire way to build productive relationships with your customers cost-efficiently. Venturing into innovative solutions is fine as long as they are productive. Using direct message function and reaching a wider web audience, live chat customer support allows an operator to deal with multiple browsers at one time, which means more productivity with fewer expenses. The fact inherent in the whole idea of growing business is a quality customer experience. For the purpose of flourishing, knowledge of consumer preferences is the most valuable asset and the best strategy that a business can take up. Therefore, an interactive service like live chat allows users to articulate their desires and views and helps businesses gain a better insight of their requirements and eventually build an insurmountable competitive advantage.
i“Online sales forecast to reach $2bn in region� Jan 8, 2012 (http://www.thenational.ae/thenationalconversation/industry-insights/retail/online-sales-forecast-to-reach-2bnin-region)