Live Support Software Raises Sales

If a customer cannot solve an online issue they are having via self service on your website, they should be able to ask their question to a customer service agent using the communication channel of his choice such as a web form, a free-form email or an online chat session. Online chat sessions are one of the best ways to provide online customer service because the customer doesn’t have to wait around for an answer; they get the answer they need immediately.

Automatic chat software can provide unlimited customer service to your site at any time of day or not. There is also customer service software that allows customers to receive answers to their questions via text messaging, email, chat or all three. Customers can submit their issue and specify a time to be called back at a particular time, such as during their lunch break or after-hours.

Live support software can take customer service can be proactive as well. For example, if the live support software detects that a customer is taking too long to complete a high-value transaction, a proactive site would offer up a chat session to the customer to see if they need help with completing the transaction. The automatic chat could offer to help customers complete applications, answer questions, etc. For very high value transactions, live support software can also offer agent-enabled click-to-talk services to ensure that the customer has everything they need to complete their purchase.

Using a blend of analytics and knowledge of customer preferences, live support software can also proactively push knowledge to customers, sometimes before the customer even realizes that they are experiencing a problem. Analytics let you pinpoint the most frequently asked questions and put it in a library on the live support software. If the live support software detects a skewed interest in a particular question, such as a question regarding a feature in a newly launched product, the software can push the answer to this question to all customers who purchase a particular product.

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