Live Chat in the B2B World

As a company, your biggest customers are always going to be other companies. In your customer base, sales from companies can make the difference between posting a red number or a black number at the end of the year. In equal measure, it is important to land sales with businesses, and it is important to provide top-notch, consistent customer service to those businesses.

A satisfactory multichannel system of CRM will include the opportunity for customers to connect through any number of outlets, such as phone lines or email support or general help options like FAQ’s. Among these, one of the favorite ways in which business customers like to reach out for support is through live chat. There are a few reasons for the preference.

#1: Multi-tasking. On live chat, customers can keep working on other projects while their issue is being resolved. Work efficiency is an attractive feature from any perspective, so allowing your customer the freedom to utilize your customer service without skipping a beat in their workday is a positive aspect for the both of you. A large quantity of your live-chat contacts are going to be the multi-tasking crowd, whether that means big businesses or just a motivated individual buyer.

#2: Combatting a language barrier. Non-native language speaking clients are found to make up a large part of the live chat market. The slower pacing and quick access to translation tools make live chat one of the more comfortable ways for two people to speak the same language for just long enough to resolve an issue. For language barriers, live chat outdoes email and phones, by allowing for the possibility of an immediate solution as one could get over the phone, with the comfortability of a relaxed setting that you might find when using emails.

#3: Involving multiple users. Two heads work better than one. Frequently with customer service calls it can take a few people to properly explain what needs to be done, or what is being done already. This is especially true in a business setting, where similar issues or concerns may be happening across the company. To provide accurate customer service it helps to get all the information the first time, which can be difficult if you are speaking with one person over the phone or through email. With live chat, your customers can freely exchange information and switch users and collect themselves without interrupting the conversational flow of the chat or missing any vital information. 

Understanding your customer and his or her aims can help you provide the best possible customer service, so it is beneficial to you to find out who exactly you’re talking to, be that a busy, focused business employee with a bluetooth in his ear, an individual who can code in two different languages, or three people at once.

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