Live chat fills the need for instant human support on your website.It increases conversions, average order values (AOV) and customer satisfaction. It allows concurrent activities, letting both agents and customers multitask while using chat. However, like all channels, it has its shortcomings. The Problems People still want to speak to a human being People can type a maximum of 30-40 words per minute, but speak at an average rate of 120-150 words per minute. No wonder problems resolve faster when you speak to someone. And it shows. Kayako’s survey across 1,000 US consumers, showed a 41% preference for live chat support — but a whopping 32% preference for phone support. That's a number you can’t ignore. How can you give these consumers instant support on a channel they prefer? The other issue is local language support. When it comes to complex problems, many English keyboard users, prefer to explain in their local languages. Live chat has limited support as compared to voice in this regard. Staffing issues lead to bad customer experiences As the load on Live Chat increases, cracks have appeared in the customer experience. Kayako’s survey reported frustration in nearly half the live chat users. 83% had given up their chats due to slow responses. Long wait times to reach agents is a big issue. But imprudently increasing Live Chat staff will strain resources. Today’s businesses face a staffing conundrum: Which channel should they dedicate their human resources to? Phone? Chat? Email? Social Media? All live chat software don’t make the cut All live chat software aren't created equal. Some don't integrate well with CRM and other customer support software. This creates siloed conversations. The result is that when customers switch to other r channels like voice, they have to repeat their live chat conversations. On the agent end too, the Live chat agents don’t get previous call/customer context , so they cannot to personalize their responses. In spite of these 3 shortcomings, providing instant, live support during the customers digital purchase journey— has become vital for sales: According to Forrester reports, 50% consumers require this instant , personal support. Live chat case studies across industries demonstrate a minimum 10-15% increase in conversions. Forrester reports state a 19% increase in AOV (Average order value) using live chat. Yet Kayako’s most recent research found that 47% users hadn’t had a good live chat experience in the past month. The irony is that while the need for live chat is increasing, the quality of customer experience is decreasing. There is a huge need to find a solution that replicates live chat’s advantages, BUT delivers BETTER customer experience. Is it going to be easy? Yes it is The One Simple Solution The simple solution is to deliver both live chat & voice on the same platform. Directly connect web visitors to a full featured contact center solution. And get all the features needed to prioritise customer experience and agent efficiency. Kookoo Interactive Assistant does exactly this. It lets users connect [...]
What is Omnichannel Service? Omnichannel Service is a unified, customer-centric approach to managing seamless interactions across multiple touchpoints. Today, businesses interact with customer on multiple channels: email, chat, phone, social media. The customer expects consistent service across these channels. They also expect to be recognized on all channels. And not have to repeat information when switching between channels. To create this Omnichannel experience, you must ensure All your support channels automatically sync and share information. Your support agents should have easy access to this information. A single support solution handles multiple channels. 2 Easy Ways for your Contact Center to Deliver Omnichannel Service New technology makes it easy for contact centers to unify their communications. Here are 2 simple ways to make your Contact Center an Omnichannel Service Center. COMBINE YOUR BIGGEST SUPPORT CHANNELS. There are multiple channels for your customer to contact you. Of these, Live chat and Phone support are the most popular. According to a Kayako Survey across 1,000 US consumers, 32% use phone support. And 41% use live chat. Combine the two support channels using the KOOKOO Interactive Assistant. The Interactive Assistant connects your website to your contact center in real time. It gives live voice + chat support online. You don’t need different vendors to manage live chat and voice calls. It’s easy to operate, scale and mange your omnichannel service rightaway. SEAMLESSLY INTEGRATE YOUR TICKETING. The third most popular support channel is email (23% respondents selected email as a preferred channel). All you need to solve this problem is good CRM/Ticketing Integration. This will ensure that users switching between email and voice channels never have to repeat information. The CCW Market Study, 2018, identified “having to repeat information when switching channels” as the most frequent customer complaint. You can fix this instantly by using a robust CRM Phonebridge Integration. Your customer may have sent you an email, or had live chat conversation before the first phone call. The integration ensures your agents gets all relevant information as a screenpop on their dashboard. And customers never have to repeat information. Agents don’t have to work extra either. When the phone call is over, agents update status in a single dashboard. The integration automatically updates status in both your contact center and CRM/ticketing software. Do you want to deploy Omnichannel Service in your contact center? Contact us right away. Or learn more about Seamless CRM integrations for your contact center here.
Every salesperson, online or offline knows the importance of contacting leads when they are hot. They know that support and reassurance during critical moments can clinch deals. But we anyway put together some statistics to drive the point home: A famous study by the Professor Oldroyd (Massachusetts Institute of Technology) shows that just a five-minute delay in response, leads to a 10X drop in conversions. Forrester Reports reveal that nearly 50% consumers think that a live person answering their questions during purchase —is the most important feature a brand can offer. The Google Click-to-Call research studies across 3,000 respondents found that 61% think it’s very important to be able to call the business during each phase of decision-making. Ok, so now that’s clear. But how can you ensure that your team contacts leads within this short 5 minute window? It’s easy. We use the right technology. Here are two simple solutions to choose from: Live Online Support with an Interactive Assistant. 5 minutes! Why keep a prospect waiting even that long? Ensure that your sales team can be contacted directly from your website. The Kookoo Interactive Assistant connects your sales or support teams directly to the website visitors. You use the same contact center software that your sales team uses for making their outbound calls. Or that your support staff uses for taking inbound calls. Your Representatives can use live chat windows or voice channels (VOIP) to speak to the customer while they browse the site. Complete CRM integration ensures that all leads data is captured and synced across systems automatically. Reports let you access your staff performance Automate Lead forms. Can’t be there for instant support? Ensure your representatives get notified as soon as a prospect fills out a lead form. Get a cloud contact center solution that integrates perfectly with your CRM solutions. Now every time a web form is filled, you can create a simple workflow to ensure that your sales representatives get notified instantly. If the agent isn’t free, the notification passes on to the next agent in queue using round robin routing. Interested in deploying either of these solutions to improve your sales? Contact us here for details.