Ways live chat software allows operational flexibility Summary: Apart from providing a platform for effective communication with the customers, e-marketing and lead generation, live chat software provides ease and comfort to the operators. The software allows the operators to deal with more than two operators at a time reducing customer queue. It also provides authentic information of customers to the operators. The automated routing feature and canned messages reduce the efforts and enhance the performance of the operators. Body: For any medium of customer communication to work, it is very important that the agents operating the medium are provided with ease and comfort. CSRs will only be able to provide excellent services when they are contented and relaxed; tensed or stressed but will also be able to perform well. When it comes to live chat support, it is perhaps the only channel of customer communication which provides ease to both, the customers as well as the operators. Live chat software, with its advanced and groundbreaking features, allows maximum operational flexibility which in turn leads to customer satisfaction and increased sales. And, this is the main reason why many companies are availing live support software in UAE for their customer services. Here are some ways by which live chat software allows maximum operational flexibility: By letting the operators multitask One of the best features of live chat software is the chat multitasking feature. This feature lets the operators chat with more than three customers, along with letting them do other work. By handling multiple customers, operators can greatly reduce the response time, reduce the customer queue and increase customer convenience rate. This feature also enhances the performance of the operators by giving them a scope to deal with maximum customers in a day. Allowing operators to gather maximum customers’ information Having a hold of customers’ information is crucial for any operator to provide good customer services. Getting the hold of information can be grueling process, especially for telephone operators. Live chat software on the contrary, provides customer information to the operators on a plate. The software tells operators, the exact location of the customer along with the navigation pattern of the customer. Getting customer information with least input, allows the operators to work with ease.
Automatic routing and whisper transferring First contact resolution rate of any organization determines the quality of the customer services provided by that organization. To increase the FCR rates, it is important that the customers deal with only those operators who can effectively solve their issues. But, customer routing and transferring can agitate the customers. However, with live chat software, you can effectively route and transfer the customers without causing them any trouble. Through the whispering feature, you can even transfer the customers to other operators without even letting them know. Having chat and email scripts Chat transcripts and canned messages are commonly used phrases that are devised to reduce the effort of the operators. These messages can be a life saver for the operators, especially during the time when they are dealing with more than two customers. Canned messages improve the response time of the operators and also help them effectively answering the frequently asked questions. Companies developing live support software in UAE provide the latest and progressive features of the software that enhance your customer services by allowing maximum operational flexibility.