Ways live chat can assist in retail banking Live chat support serves to be beneficial for every industry, but no other industry needs it more than retail banking. Since banks do not a particularly good reputation when it comes to customer service, they require a medium which assists in providing a smooth flow of communication and helps resolving issues. And live chat indeed helps in providing that. Perhaps no other industry needs good customer service as badly as the retail banking does. The industry actually revolves around customer service but unfortunately not a lot of people are found praising their banks for good services. In fact, a majority of people hate their banks and the reason for that is simple- the inability to resolve their issues. But you can’t always blame these banks as well. Their representatives have a torrent of customers hammering on their heads with complaints and issues. One operator can deal with customer at a time and cannot be blamed for a customer waiting in line. But you cannot blame the customers either, after all their problem is more important than everything else. So there has to be a solution which makes both the parties happy and that solution comes in the form of live support chat service. By adding this effective medium of communication to the website of your bank, you will provide your customers and your operators a smooth channel for communication and removing all the barriers by: Allowing one operators to deal with multiple customers Perhaps the most ground breaking feature of a live chat software is its multi chat feature. This feature allows one operator effectively deal with more than one customer. This practice remarkably reduces the customer queue along with decreasing the response time. Multiple chatting would mean more than one customer is being dealt with by a single operatorsomething which a bank desperately needs. This means, no more frustrated customers screaming at you for putting them on hold or for making them wait so long. Allowing the customers to be quick Chatting is far less time consuming than talking on a phone- well at least chatting through live chat support is. Live chat software consists of predefined responses and appropriate phrases for frequently asked questions. Using that, an operator can quickly copy paste the appropriate answer to the customer’s window. Whenever a customer needs help with something the operators can quickly send them the appropriate link to their query. Smart routing Being transferred is yet another complaint filed by bank users. In fact, most of the times when you ask what agitates a customer most the answer would be unnecessary transferring. This thing can be indeed extremely annoying and can add in to customer frustration. Live chat
routing consists of a smart chat routing features which automatically routes the customers to the relevant without causing them any discomfort. This also decreases the work load of the operators allowing them to only focus on dealing with the customers. Resolving customer issues Live chat support has indeed a positive impact on your resolution rate. When the attention of your operators will not be divided, they will be able focus more on solving customer issues. Through other advanced features of the software, it becomes easier for the operators to resolve customer issues and that too effectively. Live support chat indeed has tremendous benefits for the retail banking industry. Simply by providing an effective channel of communication and allowing the operators to resolve customer issues.