Live Chat Assistance Integration for Customer & It Support

Customer support and user satisfaction are essential contemplations for business owners. Yet, customer support satisfaction is the elephant in the room. Why is that? Users will often have complaints about the platform.

No matter how the customer seeks help, either via chat, call, or email, they want their needs met. Hence, businesses that meet their customers' needs readily win their hearts. Now, 41% of customers prefer live chat support. The reason is not far-fetched; they want the issue resolved but much more to remain in close contact with the technician.

Businesses cannot deny that it costs more human and financial resources to attend to customers on live chats. Even better, they want to support these customers satisfactorily. That calls for live chat assistance. Live chat assistance is having real-time conversations with customers and offering personalized help to resolve their challenges. Tighten your seatbelt as we consider live chat assistance, its benefits, best practices, and solutions.

What Is Live Chat Assistance?

Live chat assistance combines the real-time experience of customer conversation with additional features to support users. It helps different business departments like the sales team, research department, and technical support, among others can easily cooperate on resolving customer issues. Live chat assistance often helps to bolster live chat software only dedicated to customer support. Customers with very sensitive services that need immediate attention can be attended to using live chat assistance.

Live chat assistance allows users who like to express themselves informally room to do so. That way, these users can also break their conversation into smaller chunks. Importantly, they can have these conversations on time and in real time. With live chat assistance, you can integrate your existing help desk easily without recording data loss. You can keep the full transcript of your interaction with any customer and reference it when there is a need for it.

Is Live Chat Better than Chatbot?

Yes, live chat is better than chatbot. Chatbots are miniature models of live chats. User conversations are used to train a system that can respond to customer's questions in real time. However, many of the responses are monotonous. Some chatbots are even for FAQ purposes. These FAQ chatbots suggest questions to customers, and proffer preprogrammed responses for the questions.

Live chat on the other hand is a broad method for customer support providers interacting with users in real-time. That way, they can personalize their responses and offer them befitting solutions. Unlike most chatbots, live chats provide users with up-to-date information on the issue. Even with highly trained AI chatbots, smooth interaction with customers is often missing as seen in live chats.

Does Your Business Need to Provide Live Support Assistance?

According to Zendesk data, customer support satisfaction through live chat (85%) is only second to phone support (91%). Hence, you need live support chat to beat competitors relying only on email, Facebook, and help centre article support. Globally, live chat customer satisfaction rating in every industry exceeds the average, significantly by at least 9%.

Even customers prioritize businesses that value their time. However, they are more concerned about the effectiveness of the support. In this case, the effectiveness of live chats beats the speed of chatbot support services. That way, you can convert those users to buy more. Statistics show that 79% of businesses offering live chat gave positive remarks about this solution on their sales, revenue, and customer loyalty.

Benefits & Challenges of Deploying Live Chat Assistance

Using live chat assistance can be highly beneficial for establishing customer support satisfaction. However, some challenges are still faced by companies when deploying this technology. Check out the pros and cons of live chat assistance here.

Pros

Organized Customer Support: It helps to keep up-to-date documentation of user interaction. Even when there is a change of ticket manager, the customer’s need context will still be accessible.

Timeliness and Accessibility: Customers in the healthcare industry and other sensitive industries can get real-time technical support.

Get Personal with Customers: Live chat enables conversational interaction with customers. You can enhance this interaction via live chat assistance. That way, you can make customers feel comfortable and satisfied.

Cons

It can be expensive to implement for many users.

It requires more human resources. That could require getting more remote staff or a larger workspace.

Common Mistakes and Best Practices of Live Chat Assistance

You can avoid the pitfalls of many businesses by meticulously executing live chat assistance best practices. In this section, we identify those practices and mistakes you should avoid.

Be Quick: Live chat assistance is best implemented by individuals with swift minds, fingers, and mouths. Chat managers must fit these criteria effortlessly.

Limited Offer: To cut down on the high expense of running live chat assistance, you can make how clients access the package stricter. For instance, you can make it a premium package for VIP clients. You can even reduce the number of hours the service will be available.

Don’t Leave Data on the Table: You want to gather as much information about a user as possible. Hence, connect your live chat assistance software with other information about the client that you have before.

Reduce Manager Workload: Aside from not giving managers other responsibilities in the company, ensure they are not overseeing too many clients' chats. Estimate the number of clients each manager can handle and let them focus solely on the maximum number.

Be Graceful: Ensure chat managers are not being abused and are not abusive during chats. They should communicate in simple language and make swift switches between channels of communication as the customer requests.

Chat Manager Training: The most important practice is ensuring that the best chat managers are the ones attending to your clients. Aside from recruiting the best hands, properly training them is very vital. In addition, your training should include the practices mentioned above already.

The Best Solution to Offer Live Chat Assistance for Remote Family and Team

If your business decides to implement live chat assistance, your best option is AirDroid Remote Support. It works well also for supporting dependent family members and loved ones. In fact, it has more live chat assistance features than many other counterparts.

AirDroid Remote Support stands out for its IT support features. For instance, you can use it to remotely attend to customer devices. That way, you can stay a step ahead of the client's needs. It is an easy-to-use and pocket-friendly tool. These features and more are highlighted below.

Unattended Android Access: The app can be used to connect and remote control a device without consent from the device end.

High Security and Privacy: With features such as black screen mode that hides the maintenance process of the target device and military-grade end-to-end encryption, you can go to sleep about the privacy and security of the app. There are also multi-level passwords and dynamic connection codes that help devices uniquely establish connections.

AR Camera & 3D Marker: You can use the app to see through the target phone's camera. In addition, you can use 3D markers to illustrate real-world objects.

Lightweight Device Management: Your chat manager device is not likely to lag or shut down because the app is very light.

Flexible Subscription Plans: AirDroid Remote Support has very flexible plans, which include basic plans of $199 per seat yearly and $599 per license yearly for large corporations. However, individuals can have deals as low as $3.99 monthly for three devices. Other options exist, like $9.69 quarterly and $29.99 yearly for three devices.

Practice Customer Support with Live Chat Assistance

If your customers want to chat with live support, you should indulge them. Live chat customer support is essential for well-rounded customer satisfaction and sales turnover improvement in all industries.

Hence, you should implement live chat assistance using AirDroid Remote Support for your business or family. It is the #1 solution to keep your customer support organized and timely. To avoid the pitfalls of live chat assistance, you should train your chat managers and agents on being swift, graceful, and managing data well.