Live Chat | | Published April 24, 2023

Live Chat Software: The Missing Part Of Your Customer Experience

As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience.

Nowadays, one of the most prominent ways to revolutionize your customer support efforts is to offer multiple channels of communication for your customers to reach out to you, including live chat. In fact, 49% of all tickets received by our own support team come through this channel. This shows that customers prefer to reach out to businesses through chat and it’s important to ensure it’s part of your strategy.

live chat on computer screen

However, many B2B organizations are hesitant to adopt chat software because of fear that they will have to increase their staff in order to manage the increased volume of customer inquiries. While this is understandable, with the right tools and live chat software, customer support teams’ workload can actually decrease. 

One of the main advantages of live chat software that is built with the proper technology, is that it does not require hiring more staff. When the platform is both proficient enough and able to integrate with your customer support software, chat agents are actually able to handle more than one conversation at a time. This means that teams can handle more inquiries and provide faster response times because the information needed to find resolutions is right there at their fingertips: the integrated support software provides the data necessary.

Further, when you use website live chat and their chatbots, you can actually decrease agent workloads by deflecting simple and mundane inquiries to self-service options (such as a knowledge base, FAQ page, or similar). By utilizing chatbots to manage tedious tasks, support agents are able to handle the important, complex matters and customers are happier due to immediate responses. 

woman happy about chatbots

Here at TeamSupport, we understand the importance of live chat and how deeply it benefits customer support teams, which is why we offer a game changing software option in our customer service offerings. Our Messaging & Live Chat platform has not only revolutionized the way we manage our own customer inquiries, but has also had a significant impact on our customer satisfaction (CSAT) score, which remains at an impressive 95%. This highlights the fact that not only do customers prefer to connect through chat, but they genuinely enjoy it and are satisfied with the experience. 

But we didn’t stop there. Customer-centricity is built into our DNA so when we heard from customers that they still needed a way to increase time-to-resolution without disrupting the customer experience, we devised a feature to solve their problems.

Our brand new screen-sharing feature allows both customer service agents and customers to share their screen - directly within their live chat conversation, in real-time. While this feature increases time-to-resolution, it also reduces confusion and leads to even better customer experiences. 

screen sharing interface in TeamSupport's live chat software

With screen sharing, agents can guide customers through complex processes step-by-step, ensuring that the issue is resolved quickly and efficiently. Customers can also share their screen to show agents exactly what's happening on their end, leading to more accurate and effective troubleshooting.

In conclusion, live chat is the preferred communication channel for customers, and with features like chatbots and screen-sharing, it can only make customers happier because their experiences are smooth, easy, and fast. As a customer support professional, it’s important to recognize the increasing value of chat software. It reduces your agent workload, decreases your need to hire more customer support agents, and most importantly, positively impacts the customer experience.