Customer support by means of live chats is a little bit more original and enjoyable for the customers. The principle of its work lies in the ability of the customer to ask all of their questions and get answers in real time without using the telephone. This support type has become commonly used by customers who demand attention and prefer to be assisted in real time. A project’s customers no longer need to spend money on telephone calls. Now all they need is to have a PC with the Internet access and a link to enter the live chat.
We recommend this type of support as an alternative to telephone support to those of our customers who intend on offering telephone support alone on their websites. The live chats mobilization provides an opportunity to provide support by one employee for several customers simultaneously. According to the employee’s skills, he/she can assist up to 5 customers at the same time, which increases the work efficiency in comparison with the telephone support capabilities.
To provide support by means of live chats, our customer needs to install a special program on their server. However, if the customer already uses Kayako Support Suite system, the program already has the required module installed in it.