CALL CENTRE, CHAT SUPPORT

Call centre chat support is the most common customer service provided by the call centre or BPO sector that offers assistance to their customers by using mapping applications or through the online chatbot. Chat support allows the call centre customers to receive an instant response from the company without having to talk on the phone at their convenience. Chat support is being delivered by live agents or through artificial intelligence, that not only provides traditional customer service but also delivers enhanced services such as voice or email.
Companies that provide chat support through live agents, their customers can get the real response along with human connection and empathy which helps in providing a stronger connection between the agent and the customer. While those call centres that provide chat support through chatbot, help in providing a 24/7 service to their customers in resolving their issues at any time of the day or night.
It has been observed that chat support to customers through live agents generates about 73% of satisfaction as compared to 44% and 61% satisfaction on the phone and email respectively and nowadays, customers mostly prefer call centre or the BPO which provides them with the live chat support.

Reasons why customers prefer chat support instead of a phone call-
● It connects the customer with an agent instantly- as there is no need to dial the number and wait for the call to get connected and will get a chance to talk to the agent.
● It allows customers to carry out multi-tasking- most of the customers like chat support as it provides this greatest benefit. Even if one has to wait for some time, the customer can do some other work in the meantime.
● Waiting time is negligible- through chat support, the customer will get an instant response from the agent and they don’t have to wait for hours on their end for their queries to be answered.
● It saves customer time- as the agent responds to the customer query instantly and resolved their issues, hence it saves a lot of time both for the customer and the call centre thereby helping in increasing the productivity in the same amount of time.
● Chat support builds long-term relationships- as it takes a few minutes to respond to the customer, thereby providing a better customer experience and building a long-lasting relationship between the call centre and the customer.
Hence to sum up, in this digital world, chat support plays an important role in enhancing the call centre business and in providing customer satisfaction and hence turning out to be beneficial for both the customer and the BPO sector.