Live support is an aspect of customer service that is tailored to engage customer communications in real time.

In business, the golden rule is to have as many customers as possible and make as many purchases as possible. Purchases not only allow the business to recoup its capital and running costs, but also get the business profits and a good brand reputation.

Thus, customers and their patronage are the most coveted elements in business administration. Getting the customers to buy is one thing; getting them to continue buying, however, is another. That is where customer retention comes in.

Customer retention comprises the efforts and strategies of a company to maintain the patronage of a customer beyond the first purchase.

It constitutes agents and technology, as well as the strategies through which they are able to interact with customers. This in such a way as to guarantee satisfactory responses to inquiries and resolutions to complaints.

Live support is the most peculiar kind of customer support there is. Unlike other forms of customer support that involve customers accessing instructive materials such as articles or manuals, live chat software prioritizes a hands-on approach that involves interactive communication. You can also try PlayStory, a brand new interactive video creation tool that boosts engagement.

Channels for Live Support

From the definition and nature of live support, it is quite the rational inference that it can be carried out in a variety of ways. These include;

1. Calls

calls

This is one of the most popular forms of live chat system. It involves the creation of a hotline for a business, which is usually made available to customers by being branded on the product, manual, advertisement boards, websites, etc. Thus, customers have access to it easily, and can place a call through immediately if they realize a problem or have an enquiry.

There are usually customer service agents manning these lines, though it may be initially answered by an automated system. Hotlines may be available only during working hours, or 24/7; and it may be toll-free or service charge-attracting.

2. Mail

This is perhaps the most widespread form of live support. With the evolution of the electronic mail, it has become incredibly easy for businesses to create emailing addresses or text lines through which they can communicate with customers.

These customers can send in their requests via the mailing information provided, and a response would be delivered through any designated media. While emails are usually free, text lines may attract service provider charges as applicable.

Enhance your Customer Support Experience with Live Chat Software

3. Physical Care Centers

This is the traditional method of live support. It involves having to go to a physical office of the business to have complaints or enquiries get attended to by employees in person.

Considering the large-scale adoption of the commercial internet and how far businesses have reached in recent times, it is no longer a very popular method of live support. Regardless, it is still important as some issues are too technical to scale over long distances.

4. Social Media

Social media is a major driving force of the modern internet. Its power has been harnessed to fit into various fields, including business. In order to capitalize on the most active communities on the internet, businesses have become more active on social media, pushing their brands and engaging customers. Via this medium, customers can easily send in a report or complaint to the business’ official social media handle, and have it get attended to.

5. Chatbot:

This is a live support medium steadily growing in popularity. This medium involves deploying a live support software on a business’ website or application, and the software engages customers as a chatbot.

Customers can make requests or lodge complaints, and have it recorded and processed by the bot, all the while getting responses as and when due. The chatbot software process requests and complaints, gives the public a sense of security in the brand, gives answers to queries and information, and sends reports back to the employer.

The bot is just a tool to lift the burden on employees and be otherwise happy. They also report back or refer issues to the appropriate quarters to solve technical matters.

How to Improve Customer Retention with Live Support

How to Improve Customer Retention with Live Support

1. 24/7 Support

Live support allows businesses to offer customers the 24-hour support experience. When customers are able to access the business at any time of the day, it becomes easier to build trust; and trust translates to continued patronage.

Customers would logically prefer a business that offers accessibility, especially if it is the first time the customer would be patronizing the business. Until they can easily vouch for the credibility of the business, they would prefer to patronize the business if they can timely access them in case of an issue.

2. Premium Support Experience

For most customers, having to contact Support means they have encountered a problem or two with the service rendered. Thus, it is not usually a very pleasant experience. What would make it even worse is having to contact Support and not receiving a response in time.

However, immediate responses from live chats offer customers that sense of security, and they are sure their complaints have been well and truly registered. That sense of security will make them trust the brand more, and the business gains a returning customer.

3. Communications History

With live chats, businesses always have the data of a customer’s details and history on one interface, allowing them to offer better support services. Having immediate access to a customer’s data, as well as preceding issues, makes it very easy for Live Support agents to render help to customers.

And with such a robust database on the customer, it creates a good relationship. Personal relationships between employees and customers greatly improves the chances of the customer coming back, as well as informs product improvement decisions.

4. Reach Expansion

Live chat allows an expanded reach to customers due to their versatility and convenience. Live chats allow customers to get in contact with a business at any conducive time for them, rather than having to go out of their way to get Support.

This is particularly useful for customers in different areas and different parts of the world. In addition, it allows customers and Support agents alike to multitask, allowing Support to come off as a more open experience. This gives the business a competitive advantage, and customers would much rather return than opt for a business without the same levels of convenience.

NinjaChat

NinjaChat is the live chat software in the 500apps Suite. Already offering multimedia sharing and texting, NinjaChat takes it a step further with the BotUp feature that automates chatting with customers 24/7.

The software is highly compatible with several other applications users might want to integrate with, and it has a multi-channel support chat interface that allows multiple chats with customers. These features make NinjaChat unrivaled, and it comes at a token price of $14.99; a price which offers access to the vast array of SaaS tools in the 500apps Suite.

Conclusion

An eDigital Customer Service Benchmark survey revealed that 73% of customers had the highest satisfaction levels with businesses that utilized live-chat-support. In furtherance. Forrester revealed that consumers who use live support are 2.8 times more likely to convert to returning customers than customers that do not.

It is crystal clear that businesses that use live support have a competitive edge. And with support tools of the caliber of NinjaChat, that competitive advantage is going to translate to customer retention.

What Makes the Best Live Chat Software?
Join the SaaS Revolution
banner
  • All-in-One Suite of 50 apps

  • Unbelievable pricing - $14.99/user

  • 24/5 Chat, Phone and Email Support

Tags

Email Finder Author Finder Email Validator Email List Email Hunter Email Checker Email Lookup Email Extractor Email Address Finder Email Scraper Find Emails CRM Software CRM Sales CRM CRM Software Enterprise CRM Software Cloud CRM Software Sales Enablement Workflow Automation Retail CRM Call Center CRM Real Estate CRM Sales Tool SDR Software Sales Engagement Platform Sales Qualified Leads Lead Management Tool Sales Tracking Sales Automation Outbound Sales Sales Prospecting Follow Up Leads Lead Management Call Center Software Call Center Software Outbound Call Center Auto Dialer Software Dialer Call Monitoring Automatic Call Distributor Answering Machine Detection Cloud Contact Center Software Virtual Call Center Call Management Time Tracking Time Tracking Employee Monitoring Time Tracker Time Tracking Software Timesheet Employee Time Clock Employee Tracking App Timekeeping Tracking App Time Clock App Applicant Tracking System ATS Applicant Tracking System Application Tracking System Applicant Software Recruiting Software ATS System Applicant Tracking Applicant Tracker Recruitment Software Candidate Relationship Management Systems Video Interviews Assessment Management Recruitment Software Video Interview Virtual Interview Coding Interview Interview Tool Online Assessment Employment Assessment Test Position Management Hiring App HRMS Software Human Resource Management HRMS Software HR Software Payroll Software Human Resource Software Employee Onboarding HRMS HR System Employee Management Document Management AI Writer Lead Enrichment AI Email Writer Sales Pitch Writer AI LinkedIn Outreach SEO Email writer Backlink Email Writer LinkedIn Chrome Extension Opening Line Writer Lead Generation Linkedin Search Email Finder Prospect Lead Generation Sales Generation Data Enrichment CRM Integrations Technology Search Search with Email Integrations Website Search OKR Tool KPI OKR Task Management Performance Review Employee Performance Evaluation Employee Review Performance Management System OKR Goals MBO Email Notifications Learning Management System LMS Elearning Enterprise Learning Management Professional Development Employee Training Learning Management System Learning Platform Asynchronous Learning Training Management Knowledge Management Chatbot Chatbot AI Chatbot Customer Service Chatbot Online Chatbot Create Chatbot Messenger Chatbot Chatbot Software Website Chatbot Software Survey Bot Bot Builder Help Desk Software Ticketing Tool User Experience Help Desk Software Ticketing System Helpdesk Ticketing System Feedback Management Service Desk Software Support Ticketing Software Helpdesk Support Software Customer Service Ticketing System Live Chat Customer Service Software Live Chat Software Live Chat App Live Chat System Website Live Chat Live Chat Tool Web Chat Software Live Chat Support Software Customer Service Tool Live Chat Service Customer Feedback Customer Feedback Survey Customer Feedback Management Software Feedback Management Tool Customer Satisfaction Survey Software Customer Feedback Management System Client Feedback Software Survey Analysis Feedback Survey Software Feedback Management System User Feedback Software Customer Onboarding Customer Success Management Onboarding Process Workflows Customer Retention Customer Journey Onboarding Checklist User Segmentation Personalization Customized Templates Popup Builder API Platform End To End API Management Unified API Control REST API Management Web API Gateway API Documentation API Management API Integration API Development Unlimited Projects API Gateway Single Sign on Authentication Software Application Management Password Management SSO Configuration SSO Single Sign-On Access Management Easy Set-Up Single Login Secure Login App Builder App Builder Platform Low Code Application Platforms Low Code Development Build Your Own App Low Code App Software Drag And Drop Builder Custom Application Low Code Platform Low Code No Code Bespoke Software App Widgets Custom Widget File Picker Playground OAuth Keys File Manager Website Monitoring Reporting Web Application Monitoring Website Monitoring App Monitoring Performance Monitor App Baseline Analysis Location Insights Alerting System Reporting Wireframe Tool Multi-Channel Notifications Design UI UX Project Management Mock Designer Wireframe Designer Website Mockup UI Prototyping Image Library Project Management Real-Time Updates Design UI UX Website Builder Website Builder Webpage Builder Website Creator Landing Page Creator Website Maker Blog Builder Ecommerce Website Builder Website Analytics Website Development Landing Page Builder Email Marketing Email Marketing Software Bulk Email Sender Automated Email Email Campaign Systems Email Automation Software Autoresponders Email Blast Service Email Marketing Email Marketing Automation Drip Campaigns Social Media Management Instagram Post Scheduler Social Media Analytics Social Media Management Social Media Planner Social Media Calendar Social Media Scheduling Social Media Listening Social Media Monitoring Social Listening SEO Tool Keyword Tool Link Building SEO Optimizer Website Audit On-Page SEO Broken Link Checker Rank Tracker Website Grader SEO Competitor Analysis Website Recording Website Analytics Click Tracking Usability Testing Website Monitoring Mouse Tracking Visitor Recording Session Replay Conversion Funnels Website Recording Website Visitor Tracker Website Personalization Lead Generation Tool Popup Maker Lead Generation Software Popup Builder Website Personalization Software Lead Capture Software Popup Builder Lead Capture Tool Lead Generation App Website Personalization App Content Planner Content Planner AI Writer Social Media Content Planner Ai Content Writer Social Media Content Calendar Content Generator AI Blog Writer Content Marketing Software Social Media Calendar Social Media Planner Push Notification Push Notification Push Messages Push Notification Service Push Service Push Notification App Custom Notifications Mobile Push Notifications Push Notification For Website Push Notification Tool Push Notification Providers Image Personalization Email Marketing Template Countdown Clock Personalization Software Personalized Software Countdown Clock Countdown Timer In Email Personalization Tool Personalized Images Personalized Videos Conversational Chatbot PPC Management Keyword Research PPC Management PPC Marketing Keyword Finder Keyword Generator Shopping Ads Adwords Reports Keyword Research Tool Keyword Suggestion Tool Team Chat Team Chat Software Collaboration Software Team Collaboration Team Communication Online Collaboration Collaboration Tool Teamwork Collaboration Virtual Communication Team Collaboration Software Business Phone System Virtual Phone Numbers Virtual PBX Toll Free Numbers Business Phone System IVR PBX Small Business Phone System PBX System VoIP Phone Cloud Phone Video Conferencing Video Conferencing Video Call Recording Virtual Conferencing Software Virtual Meetings Virtual Meeting Platforms Virtual Conference Platforms Online Conference Platforms Video Calling Software Cloud Meetings Video Conferencing Software Email Provider Email Software Software For Emails Hosted Emails Email With Domain Custom Email Address Email Hosting Business Email Address Email Encrypted Custom Domain Email Project Management Software Project Management Task Management Project Planner Project Management Tool Task Management Software Project Planning Software Project Management App Task Management App Project Management System Project Management Software Form Builder Form Builder Survey Builder Order Forms Web Forms Form Maker Form Creator Form Designer Survey Maker Survey Creator Custom Form Appointment Scheduling Appointment Scheduling Software Appointment Scheduling System Meetings Scheduler Appointment Scheduling App Online Appointment Scheduling Online Scheduling App Appointment Scheduler Appointment Booking App Calendar Scheduler Online Scheduler Robotic Process Automation RPA Tools RPA RPA Automation Robotic Automation Software Data Scraper Web Scraper Robotic Automation Website Scraper Business Process Automation Robotic Process Automation Business Process Management Workflow Management Business Process Modelling Business Process Automation BPMN BPM Software BPM Tool Business Process Management Workflow Software Workflow Automation Business Process Mapping App Integration Workflow Software Workflow App Workflow Automation Process Automation Application Integration Data Integration Tool Workflow Management Software Data Integration Software Workflow Tool Marketing Automation Electronic Signature Signature Maker Digital Signature Software Digital Signature Pdf Signer Esign Online Signature Signature Creator Sign Documents Online Electronic Sign E Signature

Get Started with 500apps Today

Ninjachat is a part of 500apps Infinity Suite

Please enter a valid email address
Sign Up 14-day Trial