“Almost every industry has been affected by COVID-19 and is most likely receiving an unprecedented level of customer queries. It’s not just the high volume that’s causing huge issues for customer service agents. The complexity of questions has also significantly changed.
All of this makes it more difficult for your agents to resolve questions quickly and ultimately results in increased queue times and unhappy customers. So how can you help relieve these phone queues and keep providing your customers with the level of support that they expect? The answer – with live chat. Live chat is the communication channel of choice for today’s consumers. It’s accessible from your website and the mobile app facilitates instant responses and enables highly personalized service. And while your agents can only handle one phone call at a time, they can easily handle several chats simultaneously.
Whether you are offering live chat already, or you are thinking of doing so, this guide will show you how to use live chat to take the pressure off your phone lines and help your support team resolve more queries with less time and less effort.”