The Internet has truly revolutionized customer relations as businesses are presented with increasing expectations to deliver fast, competent, and helpful online experiences to consumers. Three out of five consumers admit that a bad online shopping experience would be enough to keep them from returning as customers. These high stakes make it imperative for businesses to offer immediate and professional customer service to shoppers. Unlike in-person shopping, online shoppers expect excellent customer service 24 hours a day, seven days a week. This leaves businesses in a position where they need a low-cost, reliable, and high-performing solution.

Chat for Customer Service

Interactive agents, otherwise known as chats, are effective for any website, as they can respond to website visitors within seconds. It comes as no surprise then that 41% of consumers prefer live support, compared to phone support at 32% and email support at 23%. A live customer service agent can assist users with many services, providing your customers with instant assistance while freeing up your support team. While some programs utilize artificial intelligence to respond to clients, they only offer very limited responses to basic questions. Conversely, chat agents are live human agents who can actively respond to any client’s questions.

Social Media Direct Messaging

Social media direct messages are another great way for customers to connect with your business when questions arise. However, keeping track of your messages and promptly answering customers is a full-time job on its own. Eliminate extra expenses while offering customers exceptional and immediate responses with the assistance of experienced customer service representatives dedicated to managing your social media direct messages 365/24/7.

How can chats and social media direct messages be beneficial?

  • 365/24/7 customer service 
    Do customers visit your site after business hours? No matter the time of day, agents who handle chats are ready to answer your customers’ questions right on your website. Our live agents know how to assimilate to your business and are equipped with the information they need to assist your clients. Social media direct messages have increasingly become the go-to method for contacting businesses. Having to wait hours or days for a reply is far from ideal and may turn off an interested customer. With assistants standing by to manage chat messages and social media direct messages 365/24/7, customers will be impressed that your business is always there to help.
  • Reduce Costs & Grow Your Business
    Partnering with a service to take on the job of managing your chats and social media direct messages will save you money because you no longer need to worry about hiring expenses, training costs, and salaries for these employees. Furthermore, your customers will be getting quality one-on-one service that will leave them happy to work with your business in the future.
  • Efficiency
    Live customer support agents are the perfect solution for anyone looking for quality customer service at a fraction of the cost. Did you know that 51% of consumers are more likely to remain loyal to a company that uses chat on their website? Hiring a chat service also costs much less than hiring additional staff. Improved customer relations at a fraction of the cost make chat agents the most efficient communication tool any website can have.
  • Brand Awareness
    When partnering with an experienced service, chat and social media direct messages will be replied to using only the voice and tone appropriate for your brand. We will work with you to determine what would work best for your business furthering your brand’s reach and increasing brand awareness.

If you are looking for a guaranteed way to improve customer service interactions for your brand, partnering with an experienced team such as Responsive Answering Service to manage your chat and social media direct messages is a move in the right direction. Considering that most interactions with businesses are happening online, whether via a chat or social media messages, it is prudent that your business is ready to attend to every question a customer may have 365/24/7.

Contact Responsive Answering Service today to discuss how we can help!