Live chat or web chat is not a new trend. It’s been around for over 10 years now but with more and more customers switching online it’s becoming a staple way for many businesses to communicate with their customers. Combining live chat, email, social media and even video, today’s “call centres” are becoming more like “contact centres” where agents deal with multiple queries from multiple channels. Talking with your customer no longer takes place just on the phone.
Support, Help Desk, Customer Service contact centres and sales service desks, whether they be in-house or outsourced, are increasingly implementing live chat onto their websites in a drive to reduce cost, improve employee productivity and increase customer satisfaction levels.