Helen Prentice
Helen Prentice 18 June 2021

Five Reasons Why Your Business Needs a Managed Web Chat Service

Here at Verbatim, we understand the importance of being available to customers, at a time that suits them, whenever this might be. An outsourced telephone answering service can ensure you never miss an important call. But what about prospective customers who'd rather message? That's where managed web chat comes in.

Even before the pandemic, trends were heading towards live chat as the customer service channel of choice, with it coming in a close second when it comes to solving customer-service problems. So what are the advantages of bringing web chat to your business? 

Web chat can offer:

1. Improved Leads

If potential customers approach you through web chat, it’s often because they’re already interested in your business, but may have some questions that need answering about your offering. A swift but effective engagement at the right time can be key to converting visitors into future prospects. The ability to track their journey through your website also means you may be able to anticipate the products they’re interested in, or any other queries they might have.

2. Quick Action

Web chat is great for those questions that don’t require a phone call or email exchange, but which are still critical to a customer's decision-making process. It’s especially helpful for anyone who doesn’t have the time to read through your website or a brochure to find the specific piece of information they require.

3. Value for Money

Web chat is often a cheaper way to manage conversations with your customers. Unlike a phone call, chat agents can typically manage multiple chats at the same time, increasing customer satisfaction whilst decreasing costs. What’s not to like about that?

4. Customer Satisfaction

Well-managed chat has been shown to positively influence customer opinion and is often the preferred method of communication for those with limited time or who simply prefer the simplicity and speed of text over talk. Customers want their needs met as quickly as possible and a good chat service can be unmatched in this regard. 

5. Competitive Edge

In competitive industries, potential customers have been shown to move on very quickly to the next option if they don’t get what they want quickly. Having no chat or, even worse – slow chat – may mean the end of many customer relationships before they’ve even begun. 

So OK, you totally understand the benefits of having web chat on your company website. But you really don't have the time to be managing it yourself and providing a the proper customer service experience you want to give your customers. 

That's where a managed web chat service comes into its own. By outsourcing your web chat to a team of experts, it can offer:

  • Professionally managed conversations – a fully trained team will be well briefed about your company and client base before they handle your web chat to quickly answer any questions that your website visitors might have.
  • A bespoke solution – web chat boxes can usually be installed quickly and easily to integrate with all leading website software.
  • A seamless service – most of your website visitors won’t have so much as an inkling that anything’s changed, not least that you’ve outsourced your web chat.

The solution really is simple. Leave the job to the team of customer-service professionals. 

The result? Better engagements, improved customer service, near instant responses and another valuable channel added to the marketing mix to increase leads generation. Web chat really is win-win all round. 

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