Reimagining the Power of Self-Service: How to Deliver CX to the Digital Doorstep
- 5 ways live customer chat gives you a competitive advantage.
- What is live customer chat?
- How Can Chat Give Your Company a Competitive Advantage?
- Here are some of the most meaningful ways that offering live customer chat can benefit your organization.
- 1. Give the customer what he (or she) wants
- 2. Increase sales
- 3. Drive satisfaction and loyalty
- 4. Live customer chat is efficient
- 5. Chat is less expensive
What does live customer chat require to deliver a great experience — and how do interaction design considerations, agent skill requirements, quality standards, and technology requirements of live chat differ from voice support in ways that affect how you staff, train, and measure this channel?
5 ways live customer chat gives you a competitive advantage.
As a hot shot pilot in Top Gun, Tom Cruise’s character famously exclaimed, “I feel the need, the need for speed!” And that’s what your customers want when they reach out to your company for support. In fact, the NiCE CX Transformation study found that the leading indicator of successful customer service is speed. So how do you deliver customer service at lightning speed? Enter live customer chat.What is live customer chat?
Powered by software connected to your company’s website, chat allows customer service agents to connect with prospects and customers in real time. Live customer chat can be used to resolve customer service issues, answer questions, and even guide a buyer through the purchasing process. But most importantly, live customer chat is one of the fastest and most personal customer service channels available.How Can Chat Give Your Company a Competitive Advantage?
There are many advantages to addressing your customer’s needs in real time.Here are some of the most meaningful ways that offering live customer chat can benefit your organization.
1. Give the customer what he (or she) wants
Customers increasingly seek chat as a preferred channel over phone calls, emails, and social media communities. By offering live customer chat, you’re ensuring that your customers have the support option they want.2. Increase sales
By answering questions in real time, you instantly remove any obstacles along the purchasing path. This allows your buyers to complete their purchase and get on with their lives.3. Drive satisfaction and loyalty
Because live customer chat allows your customer to report an issue or ask a question that can be resolved immediately, studies have shown that customer satisfaction levels increase and customer loyalty rises.4. Live customer chat is efficient
Through a real-time, two-way conversation, chat is an extremely efficient customer service channel when it comes to addressing your buyer’s questions and concerns. But in addition to that, one customer service representative can typically manage four or five different chat sessions at once which also improves your team efficiency.5. Chat is less expensive
Businesses find that the cost per transaction is much lower with live customer chat than other communication channels like a call center or social media community.Any digital channel
Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect.- Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools.
- Simple to Activate: pre-integrated channels make it easy to offer to customers and agents.
- Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents.
Empowered agents
CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All delivered in a single application – complete with full customer context, journey history, and sentiment.- Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – retaining native experience of each messaging platform.
- Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’.
- Customer Card: full customer context, journey and conversation history, plus sentiment.
Holistic management
With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations.- Self-Service: native AI-powered chatbot and 20+ DEVone AI bots with seamless elevation to agents.
- Intelligent Routing: AI-powered natural language and Predictive Behavioral Routing for voice/chat and digital messaging channels.
- Blended Agents: complete quality, coaching, recording, scheduling tools to optimize management and engagement of a true omnichannel team.
- Digital Voice-of-the-Customer: feedback surveys and speech/text analytics that capture, analyze, and drive action on CX insights.