Do you want to know what pain points customers experience with Live Chat? We have made a list of the top customer pain points with Live Chat. Read more here.
The modern customer expects real-time customer service via live chat – more than half of consumers would rather chat than call. It is anticipated that live chat will grow by approximately 86% in the next 12 to 24 months because of this.
Any customer service program would benefit from live chat, but the application does come with some challenges. There are many customer pain points associated with live chat.
In this article, we will discuss the various customer pain points associated with live chat.
What Are Customer Pain Points Associated With Live Chat?
There are many customer pain points associated with live chat. Some of them are listed below:
- Response Time Too Slow
Slow response time is undoubtedly the most known challenge in chat support. Customers usually expect an immediate response when they write a message in a chat window – especially if it’s urgent. Furthermore, customers appreciate concise responses as opposed to long greeting messages which do more harm than good. They also get frustrated having to answer supplementary questions like product information, asking for name, email, phone number, etc. While it may be tempting to use live chat to extract customer data, wasting their time will only result in losing a potential customer.
The tone must also be right. Customers shouldn’t be treated too formally. Maintain a semi-casual tone and talk as if you’re having a casual conversation. Give them the guidance they need to solve their question as quickly and painlessly as possible without wasting time.
- Barriers Related to Language
The language barrier is once again a big challenge in chat support. Did you know that only about 1.1 billion people out of the total world population of 7.9 billion are English speakers? This might surprise some, but most of the world’s population is not made up of native English speakers. Consequently, when English is not a customer’s first language, they will likely expect online chat support to be available in their own language.
In order to ensure that your company is providing adequate customer support, it’s important to have bilingual agents who are available to handle online chat. Although some tools available can help overcome the language barrier, it’s still beneficial to have a multilingual customer support staff who can keep the conversation flowing smoothly. This will help to communicate effectively and provide a better overall experience for the customer.
- Poor UI
A live chat’s primary purpose is to improve customer experience by providing a quick and easy way to get answers to questions or resolve issues. That’s why it’s important to choose an online chat tool or plugin with a minimalist UI that is easy for users to understand and navigate. A complex interface with too many clicks will only frustrate users and defeat the purpose of having live chat support in the first place.
It is crucial that when a customer makes a query, it is handled efficiently in order to create a positive customer experience. This means that the customer’s concerns are addressed appropriately, whether it is a complaint about a product or an inquiry about pricing. The agent chatting with the customer must ensure that their tickets are resolved and that the customer is satisfied with the conversation before ending the chat.
Listening to your customers is one important aspect of being an effective communicator, but it’s not the only thing. You also need to be able to take feedback and criticism in a professional manner. Irate customers are always common, but agents should be well trained to handle them calmly without any miscommunication.
- The Tone of Conversation Is Inappropriate
A mistake that a lot of companies make is over-relying on canned responses or template messages – customers can easily tell when a conversation is not authentic. Another common mistake is communicating too formally – customers don’t like to feel like they’re being treated as faceless entities and would much prefer a simple, down-to-earth conversation.
So remind your customer service representatives to chat in a friendly manner without using too much corporate jargon.
So you now might have understood the various customer pain points associated with live chat.
For your business to be successful, you have to have an online chat support system that is effective, robust, and successful. In spite of all the challenges along the way, there are many benefits that outweigh the risks and ideas, and we encourage every company to explore this if they haven’t already done so. You can always contact our experts at Temasys for help in setting up your own online chat service.
Temasys’ live chat customer support systems are designed primarily to increase revenue and maintain customer loyalty. A traditional customer service system, on the other hand, focuses on handling cases and tickets, making it difficult to provide individualized service that meets the needs of customers.