At CTS Service Solutions, we believe one of the best ways to improve customer experiences is by making interactions ad easy as possible and by decreasing the hassle-factor.
Enter live chat.
Live chat contains a number of attributes that contribute to hassle-free experiences. From ease of first contact, to low-to-no hold times, to the convenience of customers interacting with service reps while performing other tasks, live chat offers an opportunity for organizations to assist customers quickly, easily, and cost effectively.
Live chat allows organizations to assist online customers in real time. When customers run into a problem, the customer can immediately take advantage of the live chat feature, interact with reps, and hopefully have their question answered or issue resolved quickly.
Live chat seems like a no-brainer.
However, investing in a new or lightly staffed customer service channel comes at a cost. Live chat is not for every customer, or every organization. Using data from a recent Software Advice report, we have formulated three questions to help you determine if live chat might be an effective channel for your customers. Read more