It\u2019s a lot to cover, so let\u2019s get started. <\/p>\n\n\n\n
What does it mean to provide real-time customer support?<\/strong><\/h2>\n\n\n\nIt\u2019s unfortunate but true – In recent years, the term customer support has become synonymous with unnecessary waiting. <\/p>\n\n\n\n
Consider these examples:<\/p>\n\n\n\n
\n- Companies often keep you on hold when you\u2019re trying to reach their support by phone. <\/li>\n\n\n\n
- Although you might get an instant response to your email, most of the time, it\u2019s nothing but an automated message just confirming the receipt of your inquiry. But the actual reply does not arrive until hours later.<\/li>\n\n\n\n
- And you\u2019re pretty much left on your own when shopping or trying to find a provider online. <\/li>\n<\/ul>\n\n\n\n
Real-time customer support tries to turn this situation around. <\/strong>In real-time support, you provide fast, instantaneous help to customers as needed.<\/p>\n\n\n\nIn practical terms, this means opening new communication channels with customers and allowing them to interact with you anytime. When you provide real-time support, therefore, customers can talk to your agents at any time. <\/p>\n\n\n\n
Granted, your agents still can\u2019t be with customers in person, but at least the conversation can happen in an instant, right when a customer encounters a problem. <\/p>\n\n\n\n
Now, because of this objective, real-time support relies heavily on utilizing technology and various marketing and communication channels, like live chat, mobile messaging, or social media. <\/p>\n\n\n\n
TIP: We\u2019ll go through all of them shortly in this guide. <\/p>\n\n\n\n
For now, let\u2019s discuss why you should be investing in providing 24\/7, real-time customer support.<\/p>\n\n\n\n
Benefits of supporting customers in real-time<\/strong><\/h2>\n\n\n\nThe primary goal of customer support is to assist and help customers as they encounter issues with your products, the sales process, and so on. These goals remain the same with real-time customer support too. However, because of its nature of instant and real-time communication, this form of assisting customers delivers some additional benefits:<\/p>\n\n\n\n
Incredible customer satisfaction is certainly one of them <\/h3>\n\n\n\n
Real-time support makes customers happy. <\/p>\n\n\n\n
Why? Because even the simple fact that customers no longer have to wait to resolve their issues increases their overall satisfaction<\/a> with your brand or products.\u00a0<\/p>\n\n\n\nReduced support costs are another<\/h3>\n\n\n\n
Real-time support strategies like self-help allow customers to resolve issues without wasting your agents\u2019 time. Others, like canned responses in live chat, make it easy for agents to process questions quickly without actually typing complete replies. All of that, and more, results in lower costs to support customers. <\/p>\n\n\n\n
Real-time support helps capture customer feedback too<\/h3>\n\n\n\n
And, as you may have guessed, you can capture that feedback in real time, acquiring incredibly useful insights almost instantly. Strategies like post-chat surveys<\/a>, CSAT surveys<\/a>, and more help you discover your customers\u2019 attitudes and experiences when the actual support interaction is still fresh in their minds.\u00a0<\/p>\n\n\n\nReal-time = Personalized experience<\/h3>\n\n\n\n
Personalization is an inherent part of any real-time experience. Agents will always customize and personalize their responses and the information they provide to the person they\u2019re talking to. As a result, each such interaction will always feel highly relevant to a customer. As a result, such personalized experiences are bound to strengthen the bond between customers and brands. <\/p>\n\n\n\n
What are the key elements of real-time customer support?<\/strong><\/h2>\n\n\n\nIn theory, real-time customer support is quite simple. You just need to provide a means for customers to engage with you in real time, and that\u2019s it. <\/p>\n\n\n\n
In practice, though, there are several core elements a good real-time support strategy should include:<\/p>\n\n\n\n
\n- Speed of response.<\/strong> For real-time support to be real-time, customers need not wait for your reply. <\/li>\n\n\n\n
- 24\/7 accessibility. <\/strong>This is often perceived as one of the hardest aspects of real-time support. But it\u2019s also one of the most important ones. Your brand must be available to customers at any time. There is a catch here, though. This doesn\u2019t always mean that customers must always have access to a real person. Strategies like chatbots or self-service materials like a knowledge base can provide intermediary support until your agents return online.<\/li>\n\n\n\n
- Ease of access.<\/strong> In other words, customers should never have to look for your real-time support options.<\/li>\n\n\n\n
- Proactive approach<\/strong>. Finally, your agents should also be engaging customers proactively, trying to initiate conversations, and learning more about their support needs. Once again, however, this process can be at least partially automated with live chat welcome messages<\/a>.<\/li>\n<\/ul>\n\n\n\n
Real-time customer support channels<\/strong><\/h2>\n\n\n\nWe\u2019ve mentioned some real-time support channels already. And now, let\u2019s go through them all and see the best options for providing real-time customer support.<\/p>\n\n\n\n
#1. Live chat<\/h3>\n\n\n\n
Undoubtedly, live chat is the primary (and most effective) real-time support channel. It\u2019s also one of the easiest methods to get started with supporting customers in real time. <\/p>\n\n\n\n
For one, adding a live chat widget to a website is easy. And thanks to live chat software like Social Intents<\/a>, you don\u2019t even need to use an additional interface to chat with customers. You can do that directly from your usual communications tool like MS Teams or Slack.\u00a0<\/p>\n\n\n\nWhen providing real-time support via live chat, you basically allow customers to chat with your agents directly from the site. Your customers can initiate conversations quickly and access a live person on the other end to inquire about whatever issues they have with your product – Product usage advice, functionality, but also the status of their order, shipping, etc. <\/p>\n\n\n\n
Another benefit of using live chat to provide support<\/a> is that the channel can also help you sell more and increase the average order size<\/a>. Many potential customers will contact you via live chat, asking questions about the product and treating your agents as salespeople<\/a>.\u00a0<\/p>\n\n\n\n![\"An](\"https:\/\/www.socialintents.com\/blog\/wp-content\/uploads\/2023\/01\/teams-example-1024x645.png\")
<\/figure>\n\n\n\n#2. Chatbots<\/h3>\n\n\n\n
Chatbots<\/a> are nothing but an automated, software-based version of live chat. Naturally, chatbots cannot imitate a real conversation. But these automated systems can provide at least some assistance to customers reaching out to you out-of-hours.\u00a0<\/p>\n\n\n\nFor example, a chatbot can direct customers to a relevant self-help article or knowledge base article. It can take the message and pass it on to an agent, when your support is back online. <\/p>\n\n\n\n![\"Lead](\"https:\/\/www.socialintents.com\/blog\/wp-content\/uploads\/2023\/02\/chatbot.png\")
<\/figure>\n\n\n\n#3. Mobile messaging<\/h3>\n\n\n\n
Almost all of us use mobile phones beyond their original use today. Sure, we still call each other. But we often turn to these devices for quick online searches, to find recommendations, to share stories and news with others, and to communicate with brands. <\/p>\n\n\n\n
Various mobile messaging platforms – WhatsApp, Telegram, Facebook Messenger, and others – give customers access to your mobile teams. And just like with live chat, these platforms make it easy for customers to have instant conversations with you. No more waiting in line for the call to be picked up. No more spending days waiting for an email reply to arrive. <\/p>\n\n\n\n
#4. Social media<\/h3>\n\n\n\n
Finally, you could use social media channels like Twitter or Facebook to open a direct channel between customers and your brand. In a case of social media, however, the support isn\u2019t always instant. Customers often still need to wait for a reply. However, it usually comes in quicker than with an email. <\/p>\n\n\n\n
Providing real-time support with social media has some limitations, though:<\/p>\n\n\n\n
\n- Message limits might prevent agents from fully assisting with a query<\/li>\n\n\n\n
- The public nature of these messages means that any more serious issues might need to be addressed through other channels. <\/li>\n<\/ul>\n\n\n\n
![\"Example](\"https:\/\/www.socialintents.com\/blog\/wp-content\/uploads\/2023\/03\/Socialmedia.png\")
<\/figure>\n\n\n\nHow to get started with providing real-time support with live chat<\/strong><\/h2>\n\n\n\nI mentioned this already but I think it warrants a repetition – Live chat is, without a doubt, the most effective channel to provide real-time customer support. <\/strong><\/p>\n\n\n\nIt\u2019s easy to do so. All you need to do is to add a chat widget<\/a> on your site. And as you\u2019ll see below, you don\u2019t even need to learn a new interface to do so. You can support customers directly from Slack<\/a> or MS Teams.\u00a0<\/p>\n\n\n\n
Real-time customer support tries to turn this situation around. <\/strong>In real-time support, you provide fast, instantaneous help to customers as needed.<\/p>\n\n\n\n In practical terms, this means opening new communication channels with customers and allowing them to interact with you anytime. When you provide real-time support, therefore, customers can talk to your agents at any time. <\/p>\n\n\n\n Granted, your agents still can\u2019t be with customers in person, but at least the conversation can happen in an instant, right when a customer encounters a problem. <\/p>\n\n\n\n Now, because of this objective, real-time support relies heavily on utilizing technology and various marketing and communication channels, like live chat, mobile messaging, or social media. <\/p>\n\n\n\n TIP: We\u2019ll go through all of them shortly in this guide. <\/p>\n\n\n\n For now, let\u2019s discuss why you should be investing in providing 24\/7, real-time customer support.<\/p>\n\n\n\n The primary goal of customer support is to assist and help customers as they encounter issues with your products, the sales process, and so on. These goals remain the same with real-time customer support too. However, because of its nature of instant and real-time communication, this form of assisting customers delivers some additional benefits:<\/p>\n\n\n\n Real-time support makes customers happy. <\/p>\n\n\n\n Why? Because even the simple fact that customers no longer have to wait to resolve their issues increases their overall satisfaction<\/a> with your brand or products.\u00a0<\/p>\n\n\n\n Real-time support strategies like self-help allow customers to resolve issues without wasting your agents\u2019 time. Others, like canned responses in live chat, make it easy for agents to process questions quickly without actually typing complete replies. All of that, and more, results in lower costs to support customers. <\/p>\n\n\n\n And, as you may have guessed, you can capture that feedback in real time, acquiring incredibly useful insights almost instantly. Strategies like post-chat surveys<\/a>, CSAT surveys<\/a>, and more help you discover your customers\u2019 attitudes and experiences when the actual support interaction is still fresh in their minds.\u00a0<\/p>\n\n\n\n Personalization is an inherent part of any real-time experience. Agents will always customize and personalize their responses and the information they provide to the person they\u2019re talking to. As a result, each such interaction will always feel highly relevant to a customer. As a result, such personalized experiences are bound to strengthen the bond between customers and brands. <\/p>\n\n\n\n In theory, real-time customer support is quite simple. You just need to provide a means for customers to engage with you in real time, and that\u2019s it. <\/p>\n\n\n\n In practice, though, there are several core elements a good real-time support strategy should include:<\/p>\n\n\n\n We\u2019ve mentioned some real-time support channels already. And now, let\u2019s go through them all and see the best options for providing real-time customer support.<\/p>\n\n\n\n Undoubtedly, live chat is the primary (and most effective) real-time support channel. It\u2019s also one of the easiest methods to get started with supporting customers in real time. <\/p>\n\n\n\n For one, adding a live chat widget to a website is easy. And thanks to live chat software like Social Intents<\/a>, you don\u2019t even need to use an additional interface to chat with customers. You can do that directly from your usual communications tool like MS Teams or Slack.\u00a0<\/p>\n\n\n\n When providing real-time support via live chat, you basically allow customers to chat with your agents directly from the site. Your customers can initiate conversations quickly and access a live person on the other end to inquire about whatever issues they have with your product – Product usage advice, functionality, but also the status of their order, shipping, etc. <\/p>\n\n\n\n Another benefit of using live chat to provide support<\/a> is that the channel can also help you sell more and increase the average order size<\/a>. Many potential customers will contact you via live chat, asking questions about the product and treating your agents as salespeople<\/a>.\u00a0<\/p>\n\n\n\n Chatbots<\/a> are nothing but an automated, software-based version of live chat. Naturally, chatbots cannot imitate a real conversation. But these automated systems can provide at least some assistance to customers reaching out to you out-of-hours.\u00a0<\/p>\n\n\n\n For example, a chatbot can direct customers to a relevant self-help article or knowledge base article. It can take the message and pass it on to an agent, when your support is back online. <\/p>\n\n\n\n Almost all of us use mobile phones beyond their original use today. Sure, we still call each other. But we often turn to these devices for quick online searches, to find recommendations, to share stories and news with others, and to communicate with brands. <\/p>\n\n\n\n Various mobile messaging platforms – WhatsApp, Telegram, Facebook Messenger, and others – give customers access to your mobile teams. And just like with live chat, these platforms make it easy for customers to have instant conversations with you. No more waiting in line for the call to be picked up. No more spending days waiting for an email reply to arrive. <\/p>\n\n\n\n Finally, you could use social media channels like Twitter or Facebook to open a direct channel between customers and your brand. In a case of social media, however, the support isn\u2019t always instant. Customers often still need to wait for a reply. However, it usually comes in quicker than with an email. <\/p>\n\n\n\n Providing real-time support with social media has some limitations, though:<\/p>\n\n\n\n I mentioned this already but I think it warrants a repetition – Live chat is, without a doubt, the most effective channel to provide real-time customer support. <\/strong><\/p>\n\n\n\n It\u2019s easy to do so. All you need to do is to add a chat widget<\/a> on your site. And as you\u2019ll see below, you don\u2019t even need to learn a new interface to do so. You can support customers directly from Slack<\/a> or MS Teams.\u00a0<\/p>\n\n\n\nBenefits of supporting customers in real-time<\/strong><\/h2>\n\n\n\n
Incredible customer satisfaction is certainly one of them <\/h3>\n\n\n\n
Reduced support costs are another<\/h3>\n\n\n\n
Real-time support helps capture customer feedback too<\/h3>\n\n\n\n
Real-time = Personalized experience<\/h3>\n\n\n\n
What are the key elements of real-time customer support?<\/strong><\/h2>\n\n\n\n
\n
Real-time customer support channels<\/strong><\/h2>\n\n\n\n
#1. Live chat<\/h3>\n\n\n\n
<\/figure>\n\n\n\n#2. Chatbots<\/h3>\n\n\n\n
<\/figure>\n\n\n\n#3. Mobile messaging<\/h3>\n\n\n\n
#4. Social media<\/h3>\n\n\n\n
\n
<\/figure>\n\n\n\nHow to get started with providing real-time support with live chat<\/strong><\/h2>\n\n\n\n
![\"Example](\"https:\/\/www.socialintents.com\/blog\/wp-content\/uploads\/2023\/01\/slack-example-1024x645.png\")
<\/figure>\n\n\n\n![\"Integrating](\"https:\/\/www.socialintents.com\/blog\/wp-content\/uploads\/2023\/03\/microsoft-teams-install.png\")
<\/figure>\n\n\n\n![\"Adding](\"https:\/\/www.socialintents.com\/blog\/wp-content\/uploads\/2023\/03\/code-install-1024x567.png\")
<\/figure>\n\n\n\n![\"Example](\"https:\/\/www.socialintents.com\/blog\/wp-content\/uploads\/2023\/03\/chat-to-teams-1024x551.png\")
<\/figure>\n\n\n\n