Top 12 myths of live chat support service

Customer services through different customer support channels play a vital role in every business. They are the best sources of building a sustainable client base and enable companies to win in the competitive market. Consumers have started depending more on the internet, and live chat support services are becoming common in recent years. Improvement in customer retention is also a significant aspect of the technique.

Definition of live chat support

The technique supports customers in having real-time conversations with representatives. Consumers prefer it more than the traditional methods of customer support service. It is highly accessible and gets integrated into the workflow of the customers.

It is a web-based support technique for providing an immediate response and is available 24/7. Tons of benefits are also associated with this method of communication. Let's look into some of the benefits of a live chat support service.

• Connection with the user increases
• Negligible waiting time and straightforward guidance to the consumers for their queries
• The service to the client is simplified
• High return on investment
• Increases speed
• Instant feedback from the consumers is helpful to improve the business's working

Myths of the serviceYoungsters prefer live chats

• This technique is not only appreciated by youngsters; instead, it's popular among older adults.
• It is accepted by mainstream brands as their primary communication channel and will climb among the audience.

This support system is not meant for mobile devices

• This biggest myth holding back business owners from making investments in this live conversation support system.
• This system is functional on all the modern browsers, and that's why it's an efficient method of keeping customers engaged with the brand.

It's expensive

• One of the most untrue myths of the live chat support service.
• Live chats can support multiple conversations compared to the traditional customer service phone lines. This helps the service executives to resolve two to three issues at a time.
• Hence this service is not expensive but an efficient technique to help your customers get their queries cleared quickly.

This conversation software is beneficial only for the sales team

• That is not at all true. It's not the company sales that get boosted. Instead, this technique helps customers get their queries cleared quickly.
• This is a highly efficient support tool that empowers both the online chat representatives and the customers.

This support service delivers no practical context

• Wrong. Customers get a chance to explain their actual query or what they are looking for.
• Both the representative and the agent get great help in understanding the problem and determining the perfect solution for that problem.

You need to have agents working 24/7

• Honest time communication with your customers is the best advantage of the live support service.
• This does not mean that you have to keep your agents working 24/7.
• Bots fill the non-working hours of humans, and they provide sales and support functions 24/7 to needy customers.

This chat support system is not efficient for international business

• International businesses opt for various chat support systems and make it possible for customers to solve their business queries quickly.
• Live chat helps in increasing international sales cost-effectively.

Does not provide data security

• The live chat service system software is built for interactions with your customers.
• The encrypted conversation is the major highlight of the system.
• Places great emphasis on the security of the customer data
• Most of the software is international data security compliant, and hence the data is stored in secure servers.

This technique is impersonal

• It's believed that as the interaction between the customer and the service agent happens online, it is an impersonal experience.
• But the truth is that agents quickly and effectively respond to inquiries, enhancing customers' experience.
• This live chat support service is the best way to personalize the experience as they use the customer's name throughout their conversation.
• That's the reason customer service using this technique is personal.
• Multilingual chat support systems help businesses conquer different customers across the globe, even if they have language barriers.

It's all about robots

• People believe that chat is always a bot. But it's powered by people. There are chatbots within live chat, but they work in association with the natural agents.
• In most cases, bots are just there to welcome you and help you reach the best agent according to your requirement. They help ensure the resolution of your queries rapidly.
• This combination of human Chabot combo will help enhance the brand loyalty of the individuals.

No one uses live chat

• This is a myth as live chat is an added advantage for the customers as they can use this service at their convenience.
• Customer services phone lines are usually closed at night, and if there are any issues, live chat comes in handy.
• For live chats, the waiting time is much shorter, and chances of miscommunication are rare. This technique helps in reducing the traffic, making the entire service department run smoothly.

Advantageous for only big companies

• Live chat support service is beneficial for both small and big businesses. All the customers are served promptly.
• It's imperative for companies and helps provide opportunities to instantaneously give the customers a positive experience.

Live chat can help you give your customers natural conversational support. A skilled agent asks the right question at the right time and directs the customer accordingly. Connect with PGBS and get the best live chat support service from the talented representative depending on your customer's preferences.

We have served small and big companies and have years of expertise in helping companies give their customers what they need. Being a reputed outsourcing provider, our delivery infrastructure is deployed and designed to ensure the delivery of high-quality solutions. We have specialized teams working round the clock serving clients from different geographies. We can also provide multi-channel customer support services to ensure seamless communication.

Emily Watson serves Proglobalbusinesssolutions as a Business Strategist. She is a passionate marketer with exceptional strategic skills. She loves contributing informative and educational content that relate to the needs of the target audience.