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Customers appreciate live chat in large part because it enables them to receive prompt answers to their inquiries. Customer satisfaction scores for live chat tend to be higher than other forms of support because assistance may be obtained right away.
You give customers a method to reach you immediately when they have questions or problems that they can't fix on their own by providing live chat. Because you never know when a support team will respond via email, doing this is far more fulfilling.
If it's advantageous for your organisation, live chat assistance can be made available around-the-clock, or at any other time you choose, with proper planning. Customers won't have much cause to gripe if their questions aren't answered by you because you've extended your quick availability to include the entire day.
Even if you are unable to staff chat 24 hours a day, you can always use self-service support solutions like a knowledge base filled with information concerning your product.
The wealth of information you can gather by offering support through Live chat is undoubtedly a huge benefit.
You may establish a database of information that helps your support team, as well as your product and marketing teams, by putting in the time up front to categorise and review discussions. So, the answer is yes. Decisions about products can be informed by live chat.