Understanding the Importance of Email and Chat for Business
What’s the most important thing you can do to make your company stand out against the competition? Is it creating a superior product? Or coming up with a totally unique social media campaign? Or maybe it’s serving a niche market?
While all of these techniques can help you get ahead in your industry, believe it or not, customer service is arguably the one aspect of your business you should focus on the most to beat the competition. Today’s customers are increasingly attracted to companies who show a human side—one that will be there for them when they need help.
Multi-Channel Customer Service
So how can you boost your customer service to a greater level of excellence? The first step is offering many ways for your customers to reach you. Every customer will have their own communication preferences. And since there are so many communication platforms out there, you’ll want to incorporate as many as you can in your customer service strategy.
This is why email and chat are a crucial part of any customer service department. Check out the list below to learn more about the importance of email and chat support for your business.
1. Convenience is King
You know the saying: “Convenience is king.” This statement rings particularly true when it comes to customer service. Your customers want easy ways to reach your team. Chat and email are just that—among the quickest, simplest ways for customers to get in touch. If you don’t offer these convenient options, customers might just turn to another company next time around.
However, chat and email aren’t just convenient for customers—they’re also ultra-convenient for your own customer service agents. You’ll save time and money by using these fast forms of communication to help customers with everything from complaints to tech issues.
2. Worldwide Communication
Many of today’s businesses are serving a worldwide customer base, since the internet allows them to easily reach customers in faraway countries. This is a huge perk for niche companies that might otherwise have a hard time finding a large enough customer base, but it can also pose a challenge when it comes to customer service.
Many customers don’t want to make international phone calls just to reach a business, and many businesses don’t want to spend more money on an international customer service office.
Luckily, live chat and email can be done from anywhere in the world, making it easier than ever for customers to reach you. No need to worry about the expenses of international calling—just click and start the conversation. All you and your customers need is an internet connection to get going.
3. Save Money
Surely you’re always looking for ways to save your company money, and investing in email and chat is one of the best ways to do so. You’ll quickly see the economic benefits of these platforms, since they’re faster and more efficient than traditional customer service methods.
Your agents will be able to help customers solve problems faster, enabling you to have a smaller customer service staff. And you won’t even have to cut back on the number of customers you’re able to serve: live chat will allow your agents to help multiple customers at once!
Chat and email customer service offer better resolution rates and more satisfied customers. They’ll even boost your sales, giving you far more bang for your buck than phone or in-person customer service.
Email and chat will also save you money because they cost less to operate than a call center or customer service desk. The software is relatively inexpensive, and the only equipment needed is a computer, tablet, or phone and an internet connection.
4. Customizable Options
No two companies are exactly alike, which is why it’s important to tailor your customer service efforts to fit your business and your audience. Thankfully, today there are endless options when it comes to live chat and email customer service software. Choose the right fit for you and then customize it to further suit the needs of your business.
You’ll be able to get custom metrics and analytic reports and integrate the system right into your current flow. Brand your live chat and email so they’re instantly recognizable to your customers. Add custom features like chatbots or conversational AI. Do customer service your way and optimize your results, like never before.
Set Yourself Apart Today
If you’re ready to set yourself apart from your competitors, live chat and email customer service are the way to do it. Shop around to find the perfect chat and email platforms for your business, then hit the ground running. Your customers and agents will be delighted with this convenient, time-saving form of communication.
