Need of Chat Support for Businesses

by SSR TECHVISION Outsourcing Services | Customer Support |

Chat Support is popularly indicated by a form of concurrent messaging in which the customer as well as a live chat support agent are present at the same time to interact with each other in a conversation. Chat support interfaces or a chat support button, usually displayed as ”Chat Now” can often be seen displayed on a company’s website or on their mobile application. Clicking on the chat button opens up a chat window in the form of a pop-up dialogue box. The chat support services allow customers as well as the chat support agents to communicate and interact through short, written, and synchronous messages. Such services enables users to seek assistance to their queries or share their complaints by the single click of a button.

How Is Embedded Chat Window Different From Pop-Up Chat Window?

Embedded and pop up chat windows both are used popularly by both established as well as emerging businesses. Let us try to figure out the major differences between the two.

The embedded chat window opens right on the business website when the chat button is clicked. The chat window does not block or prevent the user from seeing other content on the website. It gives customers or the prospects the much-needed freedom to minimize the chat window when they are not waiting for a response and continue with browsing the website. In this respect, the embedded chat windows works the best on smartphones and can help a business generate important business leads effortlessly. Businesses look to Outsource chat support services to develop and provide the best-embedded chat solutions to their customers.

Pop Up chat window, on the other hand, opens in a separate window of the browser and not on the same window or web page. Every time a customer wishes to chat with a live chat agent, they need to switch to that window.

When accessing through smartphones, such windows will open on a new tab of the browser. Such chat systems can be initially confusing for users who are not familiar with pop-up windows. However, it can be useful if the link of the chat window is shared through emails during email marketing.

The Importance & Role Of The Pre-Chat Form

The pre-chat form is nothing but a small questionnaire that a customer gets after clicking on that ‘chat now’ button present on the website. It is used to seek additional details about a customer and the nature of their issue. Such information can help a company in better understanding of the problem and assist them in an efficient manner. The pre-chat form contains necessary fields like name, email, contact number, query/question, business department, product/service details etc.

In certain scenarios, when a customer has already been registered with the business they need not fill the questionnaire again and are redirected directly to the chat agent. By outsourcing live chat support services, a business can ensure that the chat forms are user-friendly and contain the relevant questions. Only short and relevant customer details must be recorded to allow users to get a seamless customer support experience.

Benefit Of Conducting Post Chat Surveys

If you have ever used an online chat support system, chances are that you would have come across a short survey asking you to rate how helpful a chat agent was in assisting you. The customers of a business can also share their valuable feedback or suggestions for improving the chat support services. The ratings offered by customers help a business to identify how the chat agents are performing and how their work productivity can be improved.