Live chat: the strategic tool for your business

Traditional assistance channels are not always adequate. Let us think of e-mail or telephone contact: often, one does not have the time or desire to wait for hours and hours to be answered, especially in the case of quick and easy to manage questions. So, what to do?

Today more and more companies decide to integrate their platform with live chat systems, i.e., instant messaging between customer care and customers. The positive effect of this conversion is inevitable. 

A user browsing a site wants to be guided and helped to find what they are looking for. The Customer Care agent should be equipped with the required information to ensure trouble-free assistance.

Which pages of the website have you visited?

How did you interact with support?

Where are you on the customer journey?

These factors are fundamental to understand the critical moments in which the customer needs the most assistance through a Live Chat

Do you want to give your E-commerce a further boost? Find out how

The reasons to integrate a Chat in your website

It is not enough to set up a Live Chat on your website to solve problems related to customer support. It also needs to be used in the right way. 

• More customers who are prone to purchase

By using Live Chat, customers can immediately access the help they need while browsing your website. 

According to Zendesk, 92% of customers feel more satisfied when using Live Chat than other assistance options, such as telephone, email, contact forms, and social media.

• Less costs greater satisfaction 

Live Chats are not only convenient for the users but also the company. Live Chat allows you to increase efficiency since you can manage multiple Chats simultaneously, thus reducing the need to hire more telephone operators. It also reduces the overall costs of the helpdesk center by decreasing waiting time and average interaction costs compared to a call center.

• Maximize conversions and upselling

Customers, after having had a positive shopping experience thanks to the Chat service, are more likely to return to the site. 

The fact that customers can count on someone to accompany them step by step along the purchase path can make the difference. In this sense, prompt communication via Chat can significantly decrease the cart abandonment rate.

Now it's your turn

WeAreFiber works with Zendesk to provide companies with a live chat software system. The all-inclusive customer service package includes not only an omnichannel software solution but also comprehensive and advanced training for customer support teams. The service offered is fully customizable and allows you to receive statistics on the chat volume and user experience to anticipate their needs and increase satisfaction. 

Our teams are made up of specialized resources ready to handle customer queries in multiple languages. Our team supervisors report to the account managers, who communicate with the customer at every step of the way.

Contact the sales team at We Are Fiber to find out more details about our all-inclusive customer care packages.

info@wearefiber.com

Telephone (it) + 39 02 42 10 11 22

Telephone United Kingdom) + 44 20 38 70 44 08