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Today, customers interact with your businesses and your applications in many different ways. Customers can reach you via your social media, they can send you e-mail, also they can communicate with you via a support widget or a chatbot on your website or mobile app. Your relationship with your customers is based on these interactions and making them feel supported is crucial. Every communication channel is customer support and business chat.
Customers expect you to meet you where they are. And this is why you should have a chat app on each of your platforms so that your customers can contact you whenever they want. But it's not just about providing convenience to your customer. In addition, having many ways of communication allows them to use their preferred channel of interaction, which in turn provides higher conversions and customer satisfaction. Sending emails or making phone calls requires them to leave your website or app, making it harder for them to get the customer experience they need.
Since customer interactions take place on many different platforms, there is often confusion between “Live Chat” and “Messaging” when adding live support to your application or website. Knowing the difference between them allows you to optimize your applications and communication channels and practices to increase customer usage, conversion, and satisfaction. In this article, we will discuss the difference between a live support system and messaging.
Live chat is a customer service platform that allows customers and businesses to communicate instantly through their computers, tablets, and smartphones. With live chat for businesses, website visitors can message customer service agents and customer service agents can reach visitors proactively. Businesses using live chat can set rules that allow the system to target specific visitors with high potential to become customers and send automated chat invites.
LIMONDESK is the best live support system that includes information and reports such as which pages your visitors visit, the time they spend on your website, from which country or city your visitors reach you, and how your visitors find you. This information can help you get to know your customers better and can be helpful in fine-tuning your marketing and social media strategies. The best feature of the LIMONDESK live support system is unquestionably its convenience and speed. While some customers spend 30 or even 60 minutes on the phone waiting, customers who reach businesses online are often reached in less than a minute. Live support is the right way in urgent matters.
Like live chat, live messaging is a customer service platform that allows customers to chat online with an agent. But the main difference between these two chat programs is that conversations over live messaging are not always done in real-time. This messaging platform is made to look more like a social media messaging system. The customer sends the message and the agent responds: maybe immediately, maybe in 15 minutes, or maybe in a few hours. This setup deliberately imitates a conversation a customer has with family or friends, there is no guarantee exactly when a response will be received. Therefore, if you are dealing with urgent matters or want to solve a problem immediately, this channel may not be for you. Instead, live messaging values flexibility and the ability of both customers and agents to end and restart a conversation throughout the day.
Customers want synchronous communication. Small teams with tighter resources can benefit from the flexibility of live messaging, while we recommend live chat for large and corporate teams. In conclusion, what makes a good business great is the drive to provide good customer service. This is what will make your business stand out from the crowd. If you want to be the top competitor in your industry and provide excellent, instant customer service while maintaining market share, live chat is the way to go.
With the LIMONDESK live support system, you will be able to communicate with your customers on your website in less than a minute. You will be able to delight your existing customers and even gain new customers through live chats and the ability to generate and convert leads. With access to metrics built into live chat programs, you will be able to see how you can improve as a business and move your company forward.
For more information about live support systems and LIMONDESK, you can reach us at this number: +90 444 40 80
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