Live customer support is fast becoming the must have feature for online businesses. It allows you to give excellent customer service, increases conversions and repeat business. But the bottom line is that it can help your bottom line, significantly. Some of the benefits of live response is that you can solve multiple problems at time, at a much quicker rate than most traditional methods. Which means you can employ a smaller team for less hours. And the startup costs are tiny. It was found in a study conducted by Aberdeen that, on average, companies that use live customer chat save up to 50% on support when compared to other methods.

High FCR = Low Staff Cost

First Contact Resolution or FCR, is resolving a customer’s issue the first time that you speak to them. It can be easy to keep this at a high rate using live support software for a number of reasons. If the current support agent lacks expertise in a certain area, the customer can easily be transferred to someone that has the required knowledge in the same interaction. Also, a pre-chat questionnaire can be used to check that you have all the information needed from a customer before the conversation begins. All of this means that there is less back and forth between customer and business, and repetition of the issue. A high FCR rate means that queries are resolved quicker overall and you guessed it: the quicker you are resolving issues the less staff you have to employ to provide support.

Multi-tasking

With traditional support methods such as the phone, staff can only deal with one query at a time. One of the benefits of live customer response is that employees can talk to a number of customers simultaneously, without affecting the level of service offered, increasing your efficiency as a business.

Automate to Accumulate

Any live chat software worth its salt will have some automated features that will save you heaps of time. Predefined responses for FAQs, that you can use during a conversation, cut down significantly on typing time, allowing you to quickly resolve customer problems. Whilst you can also use a chatbot to deal with simple queries and FAQs independently, increasing the workload your team can take on.

Low Startup Costs

It can be expensive and time consuming to set up a telephone call center. Today, it’s quick and simple to install a live support software and, in some cases—such as Xeno—even free. Call center operatives can work remotely which reduces office costs. There are plenty of websites out there where you can outsource the work to freelancers, so you don’t even have to worry about permanent contracts. It allows you to quickly resolve customer problems on a low budget.

Talk is Cheap

Aside from the money-making benefits of live chat, such as increased conversion and customer retention, it also makes it a lot easier to save money. You can have a small team, providing a high level of customer service, with a relatively low set up cost. This can be hard to achieve if you aren’t using high quality live support software to keep you organized. Xeno allows you to have multiple conversations, transfer customers between team members and utilize predefined responses with ease. And all this without spending a single cent.