Couple of years back, only a few live chat providers existed with clients that mostly ranged from big websites that could afford to experiment with the concept. Cost cutting was one of the motives and not a lot of customers would click on the live chat button

Couple of years back, only a few live chat providers existed with clients that mostly ranged from big websites that could afford to experiment with the concept. Cost cutting was one of the motives and not a lot of customers would click on the live chat button.

Come 2008, and the market for live chat has changed. Companies prefer to deploy live chat for better and instant customer interaction thereby reducing phone costs and converting leads better. Visitors are more educated and are more or less familiar with the live chat interface and getting instant help.

As the competition among live chat software providers becomes intense, companies are offering value additions to the existing packages to appease their customers. Liveperson, for instance introduced their “Contact Center” that enables a new feature “live call” in the same agent console. This version integrates voip in the same agent console enabling a visitor to start a voice conversation from a “Click to call” button on the website. All calls are routed through crystal clear VOIP to the phone number specified by the visitor.

More and more companies have been working on adding this feature to their existing offering. There are companies like sky click (www.sky-click.com) that leverage the power of skype into a chat and calling software. With ever increasing skype subscribers, sky click enables a visitor to make a call with the agent with the click of a button on the website, only the calls are routed through skype. The best part – if the visitor is already a skype user, the call with the agent is free!

Integrated customer support provided by Liveperson is a complete future solution for companies to deploy customer support over multiple channels. The contact center integrates voice, live chat and email in one package giving customers multiple ways to interact, and at the same time keeping all the customer queries in one centralized location. Cost saving happens automatically due to presence of voip and eliminating need of multiple agents to handle voice and chat.

About the author:

M2M is a search marketing company specializing in organic SEO and PPC solutions, with future plans to foray into customer support solutions. Please visit www.m2mlivesupport.com for more details.

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M2M

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