Businesses today know that a brilliant product, while innovative on paper and in its potential, won’t leave a positive impact on the market if the customer service that comes with it is poor. People don’t know the benefits of your products and how exactly they can transform their daily lives; that’s why it’s up to your customer support team to bridge the gap between your brand and your target audience.
After all, the purpose of customer service is to offer communication channels that allow your buyers to receive the support they need throughout their purchasing journey – making customer support the key difference in turning prospects into customers. But gone are the days of relying solely on telephone support agents as your representative as the modern landscape now offers multiple communication channels to fill in the loops in your service – from email, web, text message, social media, and more.
Seeing as customers are the heart of every business that keeps you alive and thriving, improving your customer service is one of the best tactics you can add to boost your overall sales strategy. With that in mind, what are the primary ways Crewbloom can support your business and open up opportunities for your growth?
Chat and Email Support: A Match Made in Marketing Heaven for Businesses
Consumers expect to hear from businesses promptly, especially when today’s fast-paced world provides a wealth of opportunities for the market to find solutions to their problems. When a brand fails to promptly address their questions or feedback, they lose the opportunity to take their customer relationship deeper.
While live chat support is often seen as a low priority in most businesses, missing your chance to converse with your target audience can deal a significant blow to your sales and compromise the digital customer experience in more ways than one.
Why Does Chat-Based Support and Sales Matter to Your Bottom Line?
Chat and email support go hand-in-hand when transforming the buyer’s journey by acting as a guide – not only do they make sure your presence is felt throughout your market’s browsing experience, they can drive desirable outcomes across your sales pipeline from the pre-purchase stage extending to the post-purchase engagement.
Delving Into the Benefits of Email Support and How it Transforms Your Business
1. Email Support Provides Quick, Accessible, and Easy Communication
Integrating email support in conjunction with your live chat services can fill in the gaps in your overall customer experience, particularly since email is one of today’s easiest communication channels. Most people from different demographics have an email address, which means your business can reach out to other customers worldwide no matter the time zone and availability.
2. Send Updates, Special Offers, and Memos on a Larger Scale Cost-Effectively
When you have a large-scale update, announcement, and other messages that you want to send throughout your entire customer base, it’s virtually impossible to reach out to every single one on a personal level using channels like social media or through live chat on your website.
Meanwhile, sending memos individually to your employees is also an arduous process if done manually, but email can enhance your communication strategy in a way that affects both your customers and the people who work within your organization.
For one, email allows you to send instant updates to everyone on your list in one quick fell swoop. As for your customers, you can easily provide additional information on a personalized level without solely relying on posting announcements online since there is a chance people can overlook your post.
With that in mind, email support is a comprehensive and cost-effective channel that promotes seamless and scalable communication.
3. 24/7 Support and Availability
Every mobile device has basic email support, which means your customer support team can access their emails anytime and anywhere. By integrating email support into your customer service, you don’t need to worry about missing out on your customers’ feedback or concerns since your staff can easily read and respond to their messages on the go.
Without the need to log into your website and other desktop-specific apps, your business can provide 24/7 support and availability to your customers regardless of their varying time zones, location, and more. Whether you’re out on a business trip, at home, or on the way to the office, anyone in your team can easily reply to customers seeking your help for their purchases with a few taps of a button.
Exploring the Ways Live Chat Support Enhances Your Business and Reputation
1. Improves Response Time and Customer Satisfaction
When customers have immediate concerns regarding a product or service, they often seek out live chat support to seek answers to their questions. This means live chat is essential to your customer experience. It addresses problems requiring prompt solutions, making it the primary communication channel of choice for customers who don’t want to wait for hours to get assistance.
With live chat functionality, your support agents can clarify any confusion or concerns by providing links to FAQs, instructional videos, or a more comprehensive conversation to help fix any complications your customers have. Thanks to the boom of transformative technologies, support agents can also improve their services using share screen tools, which allow your team and customers to go on in-depth discussions when tackling issues.
2. Identify Customer Issues on the Spot
Telephone support is becoming increasingly outdated since it’s difficult to track the common issues customers experience, but live chat support allows for easy recording and tracking so your support agents can efficiently gain insight into FAQs and other concerns.
Chat transcripts are also easier to manage, organize, and analyze than email support data since administrators have instant access to your team’s chat histories. With the advent of live chat, your team can stay on top of their metrics using chat transcripts and gain a deeper understanding of the improvements they need to make to enhance the customer experience.
3. Skyrocket Sales by Converting More Customers
Boosting your customer services using live chat support means your business can solve more issues and make customers feel like a priority, resulting in a stronger reputation overall. The more concerns your customer support addresses, the better you can build rapport with your market, which follows up with a significant increase in converting customers.
Live chat not only highlights prompt responses from your support agents but also takes your customer support to the next level, thanks to its incredible interactiveness. The fact that customers can consult with your team in real-time, gain materials that can help solve their issues, and access demonstrations on the spot can deepen a customer’s engagement with your business.
4. Cost-Effective and Compelling
Compared to traditional phone support solutions, using live chat support as your primary customer service can reduce your expenses by up to 17 percent. After all, your business doesn’t have to invest in hardware and software to connect with phone providers, making live chat support a more convenient and cost-effective solution for your employees and customers.
The Bottom Line: The Role of Email and Live Chat Support in Enhancing Your Communication Strategy and Boosting Your Customer Services
The concept of chatting seems trivial, and most people often avoid it in any other scenario, but live chat support is anything but meaningless as it plays a pivotal role in elevating the user experience and improving your reputation as a caring brand.
After all, customers need help when making product decisions, so it’s up to your support agents to help them make the right choices throughout their buying journey. When done right, your business can improve its reputation, establish more meaningful customer relationships, and even have an easy system that allows your team to create key metrics when identifying common customer problems.
Email and live chat support are like two peas in a pod; both strive to solidify your communication and customer service, but each has a distinct purpose for specific times and situations. Email is the go-to medium for providing personalized updates for your team and customers, plus it’s an accessible communication channel that leaves your business open for any concerns.
On the other hand, live chat support fills the customers’ immediate needs, which is crucial in building trust with your target audience. By offering comprehensive support options to your market, your business can increase its customer support productivity, build rapport, and take customer engagement to greater heights.
How Can Crewbloom Be Your Team of Rockstar Support Experts?
There’s no denying that outsourcing the right talents to support and grow your team can be challenging, especially with the distance and communication barriers involved. Thankfully, CrewBloom provides a platform for companies to connect with top-tier professionals who have exceptional experience with remote sales and support roles.
CrewBloom is one of the leading outsourcing companies in the Philippines. Build your dream team with us by checking out our list of premium sales and roster support talent ready to elevate your business operations today.