Live chat has the highest satisfaction levels for any customer service channel, combining email and phone with a customer service agent in a real-time. Customer satisfaction is the lifeblood of a business, and therefore, it’s essential to have the best tools to increase and make it more efficient. As live chat has aided customer service teams globally, how can we improve customer satisfaction further?
The problem with customer satisfaction
Studies have shown that some clients dread contacting customer service teams on multiple platforms, due to waiting times, an irritating voice bot rambling on about options to select, and of course, a cheesy song playing as you wait on the line; that almost becomes catchy after hearing it on repeat for 25 minutes. Not to mention nervously waiting for a public reply on social media. However, customer service is an essential part of almost every company, and in many cases, determines whether a customer will return and even recommend your business. So, how do companies solve those problems?
- The facts and figures prove that live chat is the simple solution for customer care and driving sales, with a study from Zendesk stating that 92% of customers feel satisfied when they chat with a sales agent in real-time via live chat. This compared to a call centre reaching 88%, email and web (85%) and social media (Facebook 84%, Twitter 77%), which did considerably lower.
- A study from the RightNow Customer Experience Impact Report states that 89% of consumers have stopped doing business with a company after experiencing poor customer service.
- According to Bain and Company a customer is four times more likely to purchase from a competitor if the problem is service related, instead of price related.
- The 2012 Global Customer Service Barometer showed that customers are double as likely to share bad customer service experiences than positive customer service experiences. They also discovered that 43% of consumers continue to see companies as helpful, but not doing anything extra to keep their business.
The Full Solution: Screen-sharing Integrated with Live chat
It is clear that customers want real-time interaction and support, with a recent study from Forrester Research report Making Proactive Chat Work proving that customers appreciated the conversations they had with agents via live chat. In comparison, customers felt speaking on the phone to a stranger was sometimes stressful, time consuming and inconvenient. With one of the main problems being waiting times, as each agent can only help one customer at a time. Instead, companies are now opting for the live chat option, which allows agents to deal with multiple customers at once. As live chat is text-based, the customer can go at their own pace, without feeling interrupted and multi-task at the same time.
A picture says a thousand words.
Similarly, screen-sharing says exactly what you want it say. Upscope and live chat provide an end-to-end solution, guiding customers to the right answers via screenshots and screen-sharing. Even though live chat is powerful tool, the demand for increased customer satisfaction via live chat platforms, is at an all time high. Upscope completes customer success missions by adding a visual element, that guides users on their own screens, aiding the customer and saving time for the agent.
Upscope now integrates with Drift, the conversation-driven marketing and sales platform. With no installs and no time wasted, Drift users are now able to use co-browsing as a way to improve customer success.
All hail the customers
As live chat has become the preferred customer service tool, enterprises have and are starting to adopt it, which inevitably makes their customers easily trackable, undisturbed and satisfied. By combining screen-sharing with real-time customer support, your customers will get the smoothest customer experience, and who is more important to a business than their customers?
For more information about screen-sharing and live chat, visit Upscope: https://upscope.com/ and contact us directly using our live chat.