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Customer support team has become a vital part of any business. They face the customers and hence their way of handling is quite important to the business. But at times the medium of communication plays a key role. Customers won’t be delighted to be kept on hold for hours. Also they won’t like the long response times taken against a ticket raised by them or an email send to the support team. There are business ratings based on customer satisfaction levels. So it’s quite important to keep up the pace. Live support provided on the website itself has many advantages over the other medium of support including phone or email support. Live chat assistance is one of the most viable remote support solutions. The highly personalized experience provided by the chat support is a main advantage. It enhances the trust on the authenticity of the website. The customer is able to interact with a live agent instantly without having to hold on phone for hours. From the agent side, since they are able to handle multiple chat windows simultaneously, they are able to answer more than one customer at a time. Live chat supports are often accompanied by desktop sharing properties, with which the agent can guide the customer through the steps involved in resolving an issue or performing a technical task. It also increases the level of confidence of the customer on your business while on a sales procedure as they can be in touch with a live agent at any point of time, who can walk them through the steps involved. Customer dissatisfaction arises from the long turnaround time taken by the support team in resolving the ticket raised by the customer or even the time taken to first respond to a query. With the help of live chat rooms, this turnaround time is nil, as the customer is in touch with a live agent instantly. The customer hold times are considerably reduced as the agent can handle multiple chats simultaneously. The support team members required are less when compared to a live phone support environment as the agents are able to manage multiple chat windows. An average support query is answered in no time without having the customer to go on describing about the issue in a lengthy fashion. The agents have access to other informational sites as well along with the chat sessions, which makes it an easier research about an issue. Providing live chat support as a remote support solution itself ensures support availability around the clock. Usually the support teams work in a 24/7 environment. Therefore irrespective of the customer location, the customer has availability of support. If it’s a global business, such a support system would definitely add value. The cost effectiveness of keeping a live chat support is huge when compared to owning an expensive toll free number to contact the support team. There are fewer amounts spent on the support infrastructure. The lingual difference or cultural difference will not come into light much while using a live chat support. The agents are allowed to use custom scripts and the chat sessions are prone to quality assurance measures. The tracking system involved in chat sessions is helpful in collecting market details or trends among the customers. Live chat support is found to be an effective remote support solution. About Author: The author is having vast experience in hosting and related technologies. Know more about outsourced customer support services.
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Live support, remote support, Live chat support,
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