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Why live chat software will beat out telephone or email communication

posted on 2010-10-10

There are many reasons to choose to download live chat software, and each of them on their own are enough to make the investment in the software worthwhile. In one system, live chat software offers you instant access to your customers in every from so that they are instantly satisfied, which of course increase the chance that they will make a purchase of a service or product on your website.

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Thus, the investment can quickly increase your profits from the moment that you start to use it. However, past this short statement it is easier to understand how live chat can help your business if you compare its offerings to other forms of communication.

First of all, live chat software eliminates your company’s reliance on email and phone communications a great deal reducing the cost for staffing a customer response team for both. If you are the sole business owner then it can greatly reduce the amount of time you spend focused on these tasks as well in terms of customer service. While you will still need to offer an email and phone contact number, you will find that you will not have half as many emails or phone calls to contend with once you start using live support software to great effect.

While phone communication does provide an instant way to chat with customers, sometimes phone lines can be busy or blocked or in the worst case scenario can go down due to service or weather problems. When this happens you will lose your customer and if they feel that your poor phone service is an indication of your professionalism, and you will probably lose them forever. You also have to worry about manning multiple calls which can get tedious and expensive which is a great reason to choose live support chat software for communication instead.

Although email can help combat this problem, email is not an instant form of communication and often the time it takes for an email to be received, answered, and resent is too long for a casual browser who will have already found their answer or the product on a competitor’s site. Plus, since you are forced to sift through junk and spam mail there is a chance that you or the customer will miss the response which is another element that you never have to worry about with live chat software.

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