You NEED Live Chat 24/7
19 Sep 2017 By: Jacklin Altman
Updated: 04 Jan 2023
Given the prevalent need for constant customer service, why is it that so many companies still don’t offer around-the-clock support?
1. Lack of resources.
Yes, providing constant support comes with its costs. You need software, you need people to use the software, etc. However, you’re reducing operational deficiencies, you’re able to address problems as they arise, and you’re able to improve your up-time because you have people constantly working. If having people physically manning your live chat 24/7 isn’t realistic, consider an outsourced live chat solution, which ensures that you provide quality service, without needing to hire additional personnel. Free live chat software, which usually means a chatbot, can be another resource, though it should be used sparingly.
2. Fear of talking to their customers.
If this is what’s holding you back, then you’ve got bigger problems than not providing constant support. You should embrace every opportunity to talk to your customers! They can provide valuable feedback that will only help improve your business.
3. Thinking that a contact form or email is sufficient.
These forms often get lost in an inbox or never addressed, and it leaves customers feeling frustrated and hopeless. 24/7 chat means your customer can get their issues addressed immediately.
4. Too many requests.
5. Thinking customers are savvy enough to get all needed info from the website.
6. They think it’s too expensive.
So what are the consequences of not providing 24/7 support?
1. Angry dissatisfied customers.
2. Loss of customers to competitors providing 24/7 live chat.</ v>
3. Increased bounce rate on your website.
4. Delay in solving problems.
Related Blogs
19 Jan
Customer Service
Unlocking potential of an SMS Chatbot with Examples
If you are implementing or re-designing an existing SMS Chatbot, this article is for you. Here, we review all the basic principles of SMS Chatbots and their best applications. We discuss the major differences between SMS Chatbot and a traditional web chatbot. We also show examples of successful SMS chatbot implementations powered by conversational AI. … Continued
06 Jan
Blog
Best Live Chat Service You Should Use In 2023 [Comparison]
If you’re shopping around for a live chat service, we’ve saved you some time by doing all of the research for you (you’re welcome). We also thought you should know that even as you read this, you are missing out on easily attainable website leads. These leads aren’t soft leads either. We’re talking about hot … Continued
03 Jan
Blog
The True Cost of “Free” Live Chat Software
A search query for “free live chat software” yields over seven hundred million results on Google. Everyone is looking for free live chat software. If you want a better website than your competitors, that should worry you. One recalls an old quote from George Patton: “If everyone is thinking alike, then somebody isn’t thinking.” What’s … Continued