A support medium, our customers have come to trust.
June 19, 2018

A support medium, our customers have come to trust.

Anthonia Aveh | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveChat

LiveChat is used by both the customer service and sales department. We use Livechat to provide quick response to our clients and customers in real time. LiveChat serves as the fastest and easiest means through which customers and clients can reach out to the Fidelity Bank customer support team.
  • LiveChat automatically routes chats to the next available agent, depending on the chat limit for our agents. We currently program our Livechat program to route returning web visitors to customer care agents with whom they have communicated within time past, who probably have built a chemistry with them. For new web visitors, they are assigned to the next available customer support agent.
  • It is the usual practice for customers to send an email, if they need to show a support agent a document, especially during KYC procedures. However, with our LiveChat, customers are able to send files to the support via the Livechat widget. This ensures we are able to resolve customers issues faster, and reduces the need for back and forth emails.
  • LiveChat's engagement graphic have been useful in making more website visitors be aware of the presence of the LiveChat support interface. Also, it has encouraged web visitors to chat up a support agent if they have a complaint or question; they will like to see addressed. There are a variety of LiveChat engagement graphic to pick from like Eyecatchers, customized greeting graphic and custom chat buttons.
  • LiveChat's smartphone app. is used by customer service agents to communicate when we are working from home and multi-tasking at the same time connecting with customers. However the nature of LiveChat's smartphone app. means we always still need to login to our laptop to respond to tickets created by customers because the current Livechat feature does not create a room for the customer care team to respond to Livechat tickets, except real-time chat with customers.
  • LiveChat has reduced the web visitor bounce rate on my organization's website. Rather than web visitors just making their conclusions with little data to help; Livechat ensures they can speak with an agent in real time before making the wrong conclusion.
  • LiveChat has saved us a lot in the financial resource. At the moment, the majority of issues and complaints by our customers are addressed via the Livechat medium which has proven to be far more efficient and cheaper in contrast to our call center support option.
  • LiveChat ensures we have a faster response time to queries and inquiries from our customers. Because it has got a low overhead cost, we have been able to recruit as many agents as possible to create a seamless experience for our customers. Also, we have leveraged on Livechat features such as "Bot engine" and "Canned responses" to improve the speed at which we respond to customer queries.
LiveChat is appropriate for a customer care team which wants to communicate with its customers and users via a web interface chat system. In terms of scalability, when compared with other support mediums, it is the most efficient and the cheapest support medium amongst the many support means via which customers can reach out to my firms support team.