Using Chat Tools to Communicate With CustomersCustomer Service Training Resource
December 18, 2012 — 1,075 views
As technology continues to innovate, business owners in today's world have many tools to take advantage of to save time and money that did not exist just a few years ago. Many are taking advantage of the ability to use chat tools to communicate with customers, saving thousands on overhead expenses to have live agents man phone lines, and entrepreneurs have options to make the chat option work for their business.
Time is Money
While business owners would agree that their time is valuable, many overlook the importance of their clients' time. While it is easy to put current customers on the back burner when it comes to questions and concerns after the sale is closed, this can result in the loss of a customer and negative word-of-mouth.
When a customer needs to communicate with a customer service representative, it can be frustrating to have to navigate an automated system, be placed on hold or have to wait days for an email response. Businesses that offer a chat option provide their customers a quick and easy way to solve most problems.
Setting up a chat system is not as difficult as it may sound. First, the business owner must determine the number of employees it will take to respond in a timely fashion. Therefore, it is important for the entrepreneur to have an accurate estimate of chat sessions per hour as well as the average time it takes to resolve issues. Failure to properly estimate these aspects can result in customer dissatisfaction.
Easily Monitor Key Metrics
In order to ensure customers have a good experience on a chat session, it is important for managers to track key metrics. Chat tools give managers and owners the capability to quickly and easily access individual and group statistics to measure trends and potential system errors that can impact the chat experience. Furthermore, it is important for managers to keep track of the times when an influx in chat sessions occurs to ensure proper staffing.
Monitoring metrics also helps managers in coaching and developing their employees. For example, an employee with a high handle time may indicate they are having trouble navigating the computer system. Given the ability to quickly and effectively resolve issues, managers have at their disposal the keys in making their customer contact experience one that will encourage retention of current customers and acquisition of new customers through positive word-of-mouth.