Live Chat Software for a Better Resolution Rate and Improved Response Time

For any company to be successful, it is important that it provides excellent customer service. And for that, it is important to have a high first contact resolution rate and good response time. Live chat software consisting of highly advanced features helps in the successes of these organizations by achieving these two important benchmarks of success.

The two main metrics of success for any business are first contact resolution and good response time. If you solve customer queries effectively and answer your customers on time, you will end up earning customer loyalty. Live chat software, a highly successful tool of customer service, consists of features that aim towards providing utmost customer convenience. This amazing technology is helping companies all over the world in not only establishing a good rapport with the customers but also in earning profits and generating more leads, only because it helps achieving the main metrics of success. Here are some features of live chat support software that increase first contact resolution rates and improve the response time:

Multi chat feature

Typically, live chat software allows a single operator to deal with 10 customers at a time. This multi chat option is a huge advantage for a number of reasons, however mainly it reduces customer queue as well as the response time of the operators. Where one operator can handle only one customer at a time on a telephone, live chat software enables operators to address multiple customers altogether. This practice ensures that all of your customers are heard and given a chance to place queries.

SMART chat routing

Smart chat or automated routing is a highly advanced feature of live chat software which routes the customers to the relevant operators without them knowing. This means that if one operator is busy, the software will intelligently route the customer to the one who is free. Similarly, if the software detects that the nature of customer query is best suited to a particular operator, it will silently lead the customer to that operator. In this way, the customers will not be put on hold as they will be automatically taken to free operators. Since customers do not like being transferred, automatic routing will reduce their discomfort. Automatic routing will also decrease the workload of the operators who would not have to worry about manually transferring the customers. With a decreased workload, operators will be able to focus more on solving customers’ issues.

Knowledgebase library

A knowledge base library of live chat software consists of canned messages, value phrases and product information to help operators being fast and knowledgeable. Canned messages and value phrases are one of the main reasons for making live chat software so fast and efficient. These phrases contain the most appropriate answers to the frequently asked questions and the most suitable responses to coax and pacify customers. These responses also allow the operators to be quick in answering customers as these are ready, pre made responses and operators do not have to type them. The library also helps keeping the operators up to date about any changes in the company policy of product description. This will allow operators to help the customers effectively and efficiently.

Live chat support software is indeed a highly credible tool in terms of improving first contact resolution rate and response time of an organization. Its advanced features allow an organization to excel in its customer service, helping them, achieve the height of success.

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Created on Dec 31st 1969 18:00. Viewed 0 times.

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