Wednesday, April 24, 2013

Customer Support - Making it simpler and better

Good customer support complements a great product or service and enhances the overall experience. Emails have been one of the most popular support mechanisms and have long been in the scene. But lately, with the paucity of time, customers have started demanding instant resolution to their queries. They do not have the patience to wait for a day to receive a response to their query. So what do we do?

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One probable solution that comes to my mind is Chat. And why not, when there are reasons that make it better than email. Let’s have a look at some of them.

  • Turnaround time for responses is higher for email than chat


More often than not, customers are frustrated with the delay between asking a question and waiting for its response which usually takes about 24 hours to come through. The need for query resolution might be urgent but emails serve no better purpose in that case. Chat is instant and usually quick and can be definitely preferred over email support in such scenarios.

  • Resolution probability is high in the first contact for Chat


How many of you have experienced receiving a response via email and sending it back to support again because it did not work for you or even worse, the support contact did not understand your query only in the first go? There is a lower probability of such instances occurring in case of chat because of its instant nature. The support contact might request a clarification right when you put across your problem in case s(he) does not understand it completely. You can also ask for another response immediately if the one suggested does not work for you.

  • We all love instant things


There is no denying the fact that it is the age of instant stuff. Right from instant messengers to instant food, all of us prefer everything in a blink. Then why not instant support! There is no better thing than receiving help just when you need it. Live chat takes care of this need too.

  • Short is good


Well, unlike emails where you need to draft the complete message before sending it out, you need not put your complete problem in black and white while using chat support. You can start with short questions and progress gradually rather than trying to give all the information at one go.

  • The miscellaneous benefits


There are some miscellaneous benefits that you implicitly get with live chat. You can ask the same question and counter the responses as many times as you want to, till you are satisfied with the solution. You can save the chat logs offline if the need be. Some chat messengers even let you send files over. You can share these with the support team for a better understanding of the problem or you can even receive files from them as responses to certain queries. Many times you state an issue in your first email and to get more details support sends you a list of documents or information they need to help you triage the issue. This can be done instantly thus saving back and forth of emails.

Reading all this, it is fair enough to conclude that chat stands out when compared to emails in terms of support efficiency. We, the Raptivity team, have always been on the forefront of customer service. So there were no two ways when we decided that Raptivity customers had to be provided this kind of an instant service. The Raptivity Support team worked on this project and successfully launched live chat support for its premium customers last month. For more details on the same, please click here. With this addition to the Raptivity bunch of offerings, we hope to serve you better.

If you wish to, or have experienced our live chat support anytime, we will be glad to receive your suggestions and feedback on the same. Do share your responses through comments below.