However, some customers just prefer to have that special intangible connection through human interaction in order to solve a problem. They want to know that someone on the other end is listening to their issue. They don’t want to wait for an e-mail that explains how to fix the problem. They want an immediate response, a real-time solution.
PhaseWare wants to ensure that every customer is served to their satisfaction, so to accommodate the individuals who want that person-to-person communication, PhaseWare offers Live Chat Software. For the customer, Live Chat allows the same real-time interaction of a phone call in the format of instant messaging, thus giving the customer human interaction and since Live Chat allows business agents to attend to several customers simultaneously, customer wait-time is decreased dramatically. Since multiple customers are helped at the same time by a single agent, employee productivity goes up, resolution time goes down, and overhead costs diminish.
Live Chat also makes solving future problems easier by uploading information to the Self-Service Center and Knowledge-Base Center, therefore making it conveniently available to other customers as well as business agents who could use the information in a future Chat. Moreover, the software monitors the chat channels and gives notification as to whether or not a channel is open; and of course, all channels are as secure as the company needs them to be.
A business should accommodate their customers based on their specific needs. If they desire a way to simply report an issue and continue on with their busy schedule, then a Self-Service Center should be available. If customers want that personal touch of being able to communicate with an agent in real-time, they should be able to and PhaseWare’s Live Chat allows them to do so without any hassle.