The Risks of Overlooking Chat Support

If there's one thing everyone agrees on, it's that corporate ice breakers can get awkward. But there's one ice breaker that tends to break the trend: Confessing your first AIM screen name. 

In just a few seconds, you can learn a lot about the people around you. (And, of course, our teenage screen names are reliably equal parts cringe-worthy and hilarious.) 

AIM is no longer America's go-to instant messenger. Yet instant messaging is more popular than ever. Every day, social media users trade direct messages on Facebook, Instagram and Twitter. Office workers ping notes back and forth on Slack. Even standard websites are adding instant chat widgets. 

With so much enthusiasm for instant messaging, it's no wonder chat support is gaining ground. Read on to learn how chat support can drive tangible results for your business. 

Charting the Rise of Chat Support

Instant messaging is immediate, convenient and casual—three qualities businesses everywhere are emulating. 

Chat support combines the speed of instant messaging with friendly customer service. It's the ideal form of customer service when dealing with quick questions or FAQs. 

There are plenty of creative ways you can leverage chat support. But for now, let's focus on three essential forms of chat support:

• Chatbots: When a customer types a question, artificial intelligence finds the answer. Chatbots automate your customer service, helping you process more tickets around the clock. In most cases, chatbots answer simple queries or refer customers to pre-written resources. For tougher cases, chatbots help customers schedule an appointment with a live operator.
• Live Chat: If any chat support option will remind you of long ago AIM sessions, it's live chat. This feature allows users to instant message a member of your team through your website. (Or, with an authorized representative, if you choose to hire another vendor to help.) The main benefit is that live chat delivers a human touch.
• Text Messaging: Did you know that 90 percent of texts are read within three seconds? With impressive engagement statistics, it's no wonder companies are texting with customers. Combining chat support with smartphone technology is a win for companies that try it.

Whether you test one of these options, or invest in all three, chat support can lead to better customer service outcomes. 

Why Ignoring Chat Support Isn't Worth the Risk

When it comes to customer service, most companies set a high bar. After all, if you miss the mark, customers aren't afraid to let you know. Scroll through any Yelp or Google profile and you're sure to see stories of customer service missteps. 

One common example is long wait times for phone support. Customers might spend their entire lunch break on hold, without ever reaching a representative. Or, how about unanswered emails? A single missed support ticket can lead to an angry online review. As a result, you could end up losing future sales. 

That's when chat support can help. With most chat support tools, messages are logged and organized in a central hub. Your team can work through support tickets quickly and collaboratively. 

Meanwhile, customers gain access to more touchpoints and options for getting help. The end result is the personalized, convenient support customers always hope for. 

Leaving customer service to chance poses serious risks for your reputation—and your future. Chat support is an affordable and effective way to solve these problems. After all, no company wants to make communication harder for customers. 

How Chat Support Improves Customer Service

We've already established that customers enjoy using chat support. But what other benefits can chat offer, and how does it support business growth? 

Chat support isn't an isolated phenomenon. Instead, it's part of a larger shift toward the digital customer experience. This model recognizes the fact that online experiences are every bit as vital as in-person interactions. 

For customers, your social media, website and directory listings combine to form an impression of your business. There's no longer a divide between what's "real" and what's online. 

In this new model, a chatbot window is the equivalent of a friendly salesperson wandering up to a customer in a shop. You can think of chat support as a fresh way to uphold age-old customer service standards. 

And as always, the benefits of investing in customer service are endless. Not only do customers remember who delivered great support, but they're also willing to spread the word. Earning a reputation for great service is a key way to foster loyalty and longterm growth. 

It's Time to Offer Chat Support

If you're ready to invest in chat support, GoSite's Messenger tool can help. With support for texting, social media, chatbots and more, Messenger provides flexible options for online support.

Plus, you can manage conversations right from your desktop. There's even a mobile app, perfect for keeping in touch with customers wherever life takes you.

Get started by learning more about Messenger today!