As consumer habits change from time to time, it’s important to invest in tools that help your business stand out in the digital world. Among the main trends in the market, customer service chat, or chat support, is an important solution!
Customer service chat allows a more direct approach to customers, with ready-made responses to answer customer questions immediately. Therefore, it’s a convenient, fast, and easy resource for customer contact.
Want to know more about it? Then read this guide to customer service chat that Milvus has developed for your business!
What is customer service chat?
Customer service chat is a channel through which customers can contact your company. It’s operated remotely and online via text communication platforms.
This digital communication system can provide ready-made answers to the main questions of customers. If a more complex issue can’t be solved on the platform, it can be routed to a human agent.
Another important feature of the chat support tool is that it can be integrated with artificial intelligence and chatbots. It allows you to create personalized conversation flows and feed the AI with the main answers to the common questions from your customers.
As a result, it’s possible to speed up responses and support for inquiries sent to pre- and post-sales teams.
Features of customer service chat
Here are the key features of chat support that have made it an increasingly popular tool to increase efficiency and customer satisfaction:
- 24/7 availability: customers can get help at any time of the day, with no time restrictions. This is especially useful for resolving issues outside business hours;
- Immediate response: chats can be set up to provide immediate responses; which is critical for customer satisfaction and fast problem resolution;
- Automation and artificial intelligence: automated chatbots can answer frequently asked questions and simple tasks, freeing up human agents to handle more complex issues;
- Machine learning: AI improves the accuracy of responses as it increasingly understands customer needs;
- Customization: agents and bots have access to conversation history to provide more personalized and efficient service;
- Customer profiles: information about customers is used to personalize interactions, such as preferences, and purchase history;
- Omnichannel integration: the ability to integrate chat with other service channels, such as email, social media, and telephone, providing a cohesive and continuous customer experience;
- User-friendly interface: chat platforms often have simple and intuitive interfaces for both customers and service agents;
- Accessibility: chats are available on a variety of devices, including smartphones, tablets, and desktops;
- Chat history and analytics: automatic backup of chats that can be used for agent training, service improvement, and trend analysis;
- Reporting and analysis: tools to monitor service performance, including response time, customer satisfaction, and resolution rate;
- Security and privacy: encryption is used to protect information exchanged during customer service;
- Regulatory compliance: it ensures processes comply with data protection regulations, such as the General Data Protection Regulation (GDPR);
- Real-time collaboration: ability to transfer chats between agents to solve more complex or specific problems;
- Immediate feedback: tools to collect customer feedback immediately after the interaction to continuously improve service quality.
Benefits of customer service chat for the customer
As you’ve seen, chat support offers many significant benefits to customers. The main benefit is that customers can receive almost instant answers to their inquiries.
It significantly reduces wait times when compared to other service channels, such as email or telephone. Also, because conversations are recorded, customers don’t have to repeat the same information several times, reducing customer dissatisfaction.
Chat support also helps your company provide a natural, fluid, and dynamic flow of conversation so that customers feel their issues are being addressed.
And your agents, with access to the conversation history, can refer back to previous interactions and speed up resolution of the current issue. The result is a more efficient and satisfactory communication experience and more satisfied customers.
Read more: Omnichannel customer service – what it is and how to implement it
Benefits of customer service chat for your business
Now that you know what customer service chat is, here are the benefits of this tool to your business.
Chat support help resolve most customer requests, without overburdening the human team. Also, it’s the fastest growing customer service channel, as it has reduced customer wait times.
Therefore, the implementation of customer service chat in your business is a valuable strategy. It’s also an easy-to-use communication channel that can help reduce costs and decrease the churn rate.
The main benefits of using customer service chat in your company are:
- It brings the customer closer to your company;
- It reduces service times;
- It contributes to service scalability;
- It gives your company a competitive edge;
- It helps improve your products and services.
For example, the chat tool on the Milvus platform, which enables integration with other departments, processes, and customer history, provides quick and easy access to relevant information. It allows the exchange of information between departments, such as pre- and post-sales, technical support, and customer service.
It also promotes better collaboration between departments across your organization, and with Milvus, managers have easy access to reports and dashboards that display the main service indicators for this channel.
As a result, you can improve results and build harmonious customer-centric operations.
Why you should use chat support in your business
Today, most companies are exploring the great potential of bots for communication. According to the Zendesk Customer Experience Trends Report 2020, collecting and analyzing data before providing a service reduces customer wait times by 80%.
So, among the reasons to use chat in your business is the fact that most customer inquiries can be resolved with the help of chatbots.
Data from the State of Global Customer Service Report by Microsoft show that 87% of consumers who used a customer service chatbot had their issue resolved efficiently – 54% rated the service as efficient and 33% as very efficient.
So, if you are looking for good reasons to use customer service chat, we’ve presented some statistical data that you can consider when making your decision.
How to provide good chat support
To deliver good customer service chat, you need to:
- Choose a good platform;
- Create an intelligent and personalized service flowchart;
- Develop scripts based on frequently asked questions;
- Define complementary resources.
Once a chat system is implemented, you’ll have benefits such as getting closer to customers, service scalability, integration of departments, among others.
How to use chat support in your company
Now that you know what chat support is, you can understand how important it is for your business. A properly implemented chat tool can revolutionize internal and external communications, speed up processes, improve customer service, and increase productivity.
But how do you implement it into your company’s routine operations? To ensure these benefits, you need to choose between the types of chat, such as live chat, chatbot, internal chat, and chat integrated with other platforms.
After that, consider the implementation steps below:
- Goal setting: What goals do you want to achieve with the chat implementation?
- Team planning: Define who will be responsible for configuring and managing the service chat.
- Integration with other systems: Integrate the chat with your company’s existing systems to optimize processes. In the case of Milvus, this is done automatically.
- Team training: Train employees to use the tool and get the most out of it.
- Launch and monitor: Encourage customers and employees to use the chat channel and monitor the results to make adjustments.
Also, don’t forget to always use customer service chat metrics to identify opportunities for improvement in pre- and post-sales management.
How to integrate chat support into your management routine
Integrating chat into customer service is an important step in optimizing the customer experience and increasing the efficiency of your team. With Milvus, all customer inquiries are centralized on a single platform, making this integration even more strategic. So it’s easier to view the complete customer journey and requests.
For example, the platform stores detailed records of all interactions with every customer, allowing a more personalized service and eliminating the need to repeat information.
In addition, you can evaluate metrics such as response time, first-contact resolution, and customer satisfaction. You can also use data analytics to identify patterns, trends, and opportunities to improve service.
Explore all tools available in Milvus to help you optimize service, including workflow customization and integration with other systems.
Therefore, by integrating chat into your management routine, you’ll be closer to your customers and provide faster, more efficient and personalized service.
Main features of a customer service tool
The Milvus platform offers chat configurations designed to make your life easier. Our features allow you to automate various business processes and optimize the management of pre- and post-sales teams. It allows you to centralize and increase the productivity of your entire team.
Customer service can be a challenging task, so Milvus can help you with these essential features:
- Centralized customer service: integrate multiple channels – such as telephone, WhatsApp, chat, and email – into a single platform;
- Task automation: automate repetitive tasks with chatbots and artificial intelligence;
- Ticket management: organize and track inquiries;
- Analytics: monitor performance with dashboards and reports;
- Customization and history: access conversation history and personalize service.
So take advantage of the Milvus features above to improve your customer experience. Integrate all your service channels, control the customer service flow, and access management reports on a single screen!
Milvus offers chat integration with other service channels for complete management!
Optimize the chat process for customer service by centralizing all interactions on a single platform. With Milvus, you can integrate chat with other channels, such as telephone and email, making management easier and more efficient.
Don’t waste time! Contact us for a trial and explore our platform to transform your customer service!