Having a knowledge base is becoming a rather popular trend among companies that own a website to promote their business, and live chat puts that knowledge base to use to benefit both customers and the company. Using a knowledge base can significantly improve their organizations and it can also provide customers with excellent support, since it is a centralized base of information regarding a business and the products or services they offer.
What can considerably improve your business and all of your efforts is integrating your knowledge base with live chat. Consumers nowadays expect instant answers when interacting with a brand, so live chat is the best possible solution you can use to improve your customer support and thus, generate more revenue and ROI. The benefits of this integration are numerous, but take a look at the most important ones that you should definitely take into account.
We live in a fast-paced world where almost everyone has a busy schedule and expects immediate solutions to their problems. You cannot afford to let your customers wait for the needed answers because they will simply turn away and look for a solution someplace else. You will lose them to your competition and your business will suffer the consequences.
Live chat is all about instant and real-time communication, which is the most important reason for integrating it with your knowledge base. When you do that, your live chat representatives will be able to provide the documentation your customers need in a matter of seconds, because everything will be well-organized and placed inside your knowledge base that will be just a few clicks away. This will result in satisfied and loyal customers and you will build a strong brand with an impeccable reputation.
#2 Live Chat Allows Real-Time Visitor Monitoring
Your live chat agents should be able to monitor your website visitors in order to learn as much as they can about their behavior. This means that they should use some tracking features to see which pages your visitors are viewing, what they are searching for in your knowledge base, and how long they are staying on your website, for instance. That kind of information will enable your live chat reps to engage with your current and potential customers at the right time, when they may actually need the help.
Live chat provides this kind of feature and enables your live chat reps to send proactive chat invitations based on visitor behavior. This results in improved user experiences and strengthens the relationship with your customers since it allows you to understand them better and thus, meet their every need.
#3 Live Chat Improves the Customer Experience
Your customers are the heart of your business, so it goes without saying that you must make sure their experience with your brand is truly great. Integrating your knowledge base with live chat can help you accomplish exactly that. Apart from providing customers with instant answers to their questions, it will help you give them consistent answers.
Since your live chat reps can instantly access your knowledge base, it doesn’t matter whether your customers contact you via your call center or live chat, because they will receive the same answers. They will be provided with high-quality customer support whichever way they decide to get in touch with you, since your knowledge base, providing all the possible solutions to their pain points, will be right there at your agents’ fingertips. Therefore, customer experience with your brand will be significantly improved, and customers will definitely become more engaged with your company.
#4 Reducing Your Costs Using Live Chat
Charges for phone calls can be expensive, especially when you have a lot of customers trying to get in touch with your company through your contact center. Not only can that be frustrating for them, since they may have to wait for quite some time for someone to take their calls, but it can also be overwhelming for your live chat representatives.
Live chat can bring benefits to all of them since your agents can handle multiple chats at the same time. Your customers will not have to wait in queues and your live chat agents will have fewer calls to deal with. This will save both you and your customers quite a lot of money since live chat support is completely free. It will also save your agents a lot of time, as they will be able to easily access your knowledge base and find the best solutions without feeling any kind of pressure.
#5 Improved Performance of Your Live Chat Reps
If you integrate your knowledge base with live chat, your agents will significantly improve their skills. This is because they will have instant access to your knowledge base, so they will become more productive and efficient when providing live chat support.
Moreover, live chat software will help you gain a clear insight into your live chat reps’ performance so that you can see whether or not your customers are actually satisfied with the support they received. It will provide you with a number of reports, including chat transcripts and chat ratings, as well as post-chat surveys so that you can see how your live chat reps actually interact with everyone seeking help. This will help you understand their strengths and weaknesses so that you can address them and effectively train your agents.
These are the most essential benefits of integrating your knowledge base with live chat, so make sure you really give them some thought. If you don’t yet use live chat on your website, do your homework and choose the best live chat software for your needs, since you will definitely gain a competitive edge and expand your customer base.
Have you integrated your knowledge base with Live Chat? Share your experience in the comments below.