Live chat support allows customers to have text-based conversations with support teams via the Web. Using real-time chat software embedded on the company's website, customers can send questions to people (sometimes AI robots) who can answer them quickly in the same small window.
Live chat support allows customers to communicate with customer service representatives in real time. Visitors on the website do not have to talk to representatives on the phone, but can interact with agents in real time in the chat box of the browser.
Why live chat is useful ?
This method of communication provides customers with another option to obtain customer service support without having to speak directly on the phone. Instead of waiting for email responses, users can send messages in the chat box and then wait for the agent to respond to them.
Despite its name, because it usually takes three minutes or more to wait, real-time chat may use inappropriate words. For customers who want to chat with their agents immediately, this waiting time can be annoying.
Why in-app messaging is a better choice
In-app messaging is a modern form of real-time chat, because customers can enjoy asynchronous forms of communication. Not only can users send messages and then exit the application without deleting the conversation, but they can also receive push messages when the agents respond to their queries. These notifications can reassure visitors because they will know the moment they know the query is resolved.
Visitors can share content that is not just text through in-app messages (for example, screenshots, links, and other forms of media). When customers have trouble explaining their problem, they only need to take a screenshot of the display and send it to the agent.
Live Chat Support makes the experience for customer service representatives and customers easier because both parties will get an intuitive reference to seek clarification and find solutions faster.
Through messaging within the app or on the website, customer service agents can access user information and history, so users don’t need to introduce themselves when they need help.
Having this information not only speeds up the process of getting help, it also allows the agent to keep a record of problems that the customer has previously reported to customer service support. Since most customers don't want to repeat the conversation, this feature can make the experience faster and smoother.
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