Not too long ago, customer support meant having to write in to companies and tell them about your poor experience and wait for them to write back. When on call customer support became a thing, things definitely ended up getting a lot better. Now, however, we have the pinnacle of customer support available to us: real time support, such as the customer support software offered by Kayako. This involves immediate connections to CSRs and live chat, things that allow CSRs to walk you through your problems. Here are some of the main benefits associated with real time customer support.
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#1 Helps Fully Solve Problems
Real time support helps CSRs walk customers through dealing with their complaint. For example, if there is a software issue that needs to be dealt with, real time customer support channels will allow CSRs to tell customers what to do in order to fix the issue completely. CSRs can also perform a post-fix check to make sure that everything is working as it should be. This helps to completely solve problems, ensuring that they don’t happen again. Repeat problems can be a real issue and can use up a lot of resources after all.
#2 Higher Rates of Customer Satisfaction
Since problems are going to be dealt with in a way that will solve them permanently, customers are going to enjoy a more consistent experience than would have been possible otherwise. This sends general customer satisfaction rates through the roof. Having to call customer support time and time again can be an incredibly frustrating experience. After all, all a customer wants is to be able to use the product or service that they have purchased. Real time support really helps to improve customer satisfaction rates which can help your company a great deal.
#3 Instant Gratification
If there is one thing that the age of social media has done, it’s that it has made us addicted to instant gratification. Hence, when a customer has a problem and it is not getting instantly solved, they are going to get very irate indeed. Real time support helps give customers the instant gratification that they have to come to expect due to the fast paced world that the age of the internet has created. It also helps that you will be able to quickly handle customer complaints and move on without leaving customers in the dark for so long.
#4 Gives You a Competitive Advantage
Real time support is without a doubt going to bolster your reputation in the market. This is because of the fact that customers will start talking about how contacting your customer support hotline helped them get their problem solved pretty much instantly. In the world of business, you need to try and find any potential advantage that could give you an edge over other companies that are trying to get a piece of the pie. This is one area where you can distinguish yourself and give customers a reason to keep coming back to you.
#5 Reduces Costs
Since real time support allows CSRs to fully solve problems then and there, you will find that your company is going to end up saving a lot of money. This is because you are going to end up getting fewer repeat calls or messages from customers. If the problem is solved as soon as the customer contacts you, they are not going to have to keep coming back to you. This means fewer calls and messages overall. Since each call and message costs money in some way, in the long run this will generate significant savings.
#6 Helps You Get Real Time Feedback
Asking for feedback after contact with a CSR is over is not as useful as getting real time feedback. Customers often don’t remember enough to give you a good answer. However, if you let customers give feedback in the moment they are definitely going to end up giving feedback that you can use to improve customer service across the board. It will also give your CSRs a reason to work better, since if the customer has a problem they would be able to report it then and there.
#7 Allows For a More Personalized Experience
If there is one thing that customers hate, it’s being treated like a customer. You don’t want people with complaints feeling like they are just a problem that needs to be solved. Real time support helps create a more realistic and friendly flow to the dialogue. It makes it seem like more of a conversation. This will help your customers calm down and more clearly describe the problems that they might be facing, which will allow your CSRs to better help them out as well.
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