Live Chat Tool
Chat Is A Key Customer Service Channel
For more, see Gartner’s report, Select the Best Approach for Connected Customer Service Experiences: https://www.gartner.com/en/documents/3893790/select-the-best-approach-for-connected-customer-service.
Is chat essential for businesses?
- In a survey of 8,398 customers, Gartner found chat to be in the top two channels preferred by customers.
- A consumer survey by Forrester showed chat (and cobrowse) lead other interaction methods by 24–31% in customer satisfaction ratings by channel.
Decide for yourself.
Chat Has Many Flavors
Messaging-based chat is the rage. Messaging is now the fastest growing chat channel for global brands. It is an example of asynchronous chat where customers can chat at their convenience, sending requests and clarifications over minutes and hours. Similarly, business associates serving these customers can respond with some delay, the customer does not expect real-time response on messaging channels because of the expectation of mutually convenient interactivity. Messaging happens via SMS, MMS, WhatsApp, Facebook Messenger, Twitter DM, Google’s Business Messages, Apple Business Chat… the list is dynamic with new messaging channels being added constantly.
Chat can be reactive and proactive. In the latter, instead of website visitors initiating a chat by clicking a chat icon, consumers are presented with a popup offering them a chance to chat or cobrowse with an agent. It is a crucial sales tactic. With a combination of cobrowse, chat, and click to call, insurance and financial services companies have seen their onboarding numbers go up by as much as 200%.
eGain Chat and Messaging Products
Chat Thought Leadership
Mobile chat
Mobile chatting is as natural as breathing to the new generations. Know the best practices to do it right.
Messaging: Connect channels easily, deliver easy experiences
Know how the messaging hub is built to grow along with your channel mix. It is fronted with an AI chatbot to automatically engage and resolve routine inquiries.
Customer Service Chat Best Practices
6 Steps to Improve Customer Service with Live Chat
Chat, alone or when teamed up with collaboration apps like cobrowse and click-to-call, are great at attracting and keeping customers. However, chat adoption pays off best when you leverage best practices from selection to deployment and continuous improvement. Here’s a six-step plan to improve customer service with live chat.
Cobrowse for Customer Engagement
Cobrowse is your answer to long handle times, lost productivity, abandoned shopping carts, lost revenue, and just generally, terrible customer experiences. And in these times of social distancing and work from home, cobrowse can effectively mimic in-person assistance. Know the what, why, how of cobrowsing with customers.