Transforming customer services with live chat

It’s hardly surprising that customer experience, and great customer service are key to any online business. Increasingly B2C businesses, such as Ding, are using live chat to enhance customer services experience, which in turn is positively impacting customer conversion, retention, and the bottom line.

At Ding our customers services team is transforming how they do things by supporting customers through email and live chat 24 hours a day, seven days a week, 365 days a year.

Yes, while Santa is delivering his present and the rest of the world sleeps – our customer services team will be busy responding to our users. And at a time of year when everyone wants to talk to family and friends we expect to be pretty busy as our users send international top-up to family and friends around the clock.

Ding handles 4,000 customers contacts a week, and growing, and spends 1,700 hours each month talking with customers.

   Contact Method Channels like live chat, and email, are preferable to customers to get quick answers to their questions, while they are on the go. Almost three quarters of our customers chose live chat as their preferred method to contact us.

Customer support should be personal – this channel helps our team to get to know our customers better and thus respond in a way which is more tailored to them and their needs – therefore helping to increase the overall experience – and increasing brand loyalty.

In fact, a Facebook Nielsen study of more than 12,500 consumers revealed that 53% of customers are more likely to buy from a business they can message, as opposed to endless forms, email campaigns and cold calls.

Live chat’s popularity is largely due to the immediacy of the response. Waiting a day for a response to a question arising from a purchase is no longer deemed acceptable as consumers increasingly move online for their purchases.

This oft overlooked piece of the business, influences customer happiness, and loyalty perhaps more than any other function of the business. Simply put, not delivering in the customer services stakes – will ultimately mean not delivering on your business objectives.