Why Web Chat should be important to your business


The internet has changed the world in many ways, one major transformation includes the way customers interact with organisations. Prior to the internet customers had no options and were willing to wait in long queues, whether it’s over the telephone or in store – but with the rise of technology and the multiple channels available on demand, customers now expect a faster and almost instant response to their queries.
With this in mind, it’s no wonder that more and more businesses are adopting a web based chat service – it’s a quick and easy way to help manage customer interactions – which is convenient for both, the customer and the business.
To help you understand what web chat can do for you here are 3 benefits to consider:

The “One to Many” relationship

The relationship between a web chat advisor and customers are “one to many” meaning a single advisor can deal with multiple chats at the same time. This eases the workload, reduces the incoming traffic (through all channels) and will reduce the overall interaction cost for your contact centre.

Put the customer in the driving seat

Web chat allows your customer to contact you at their leisure – as it is also available on smartphones this provides flexibility and multimedia options for customers to attach images instantly as opposed to drafting a formal email correspondence.

Have a look into the customers mind

With technology becoming more and more advanced there are various web chat software available allowing you to see what the customer is typing before they press the ‘send’ button. Therefore allowing your advisor to really understand the customer and to prepare a suitable response.

How to select the right provider

So you have made the decision to set up a web based chat service… what now? Whilst there are many providers that will be willing to welcome your business, you need to pick the right one for you. Before you start to look at all the service providers read Ember’s ‘Ready to chat: Web chat’ white paper to find out the 10 questions you should think about when considering web chat.
Need help getting started? Call Ember on 0207 871 9797 or email us here.