As someone who runs a business, I know that keeping in contact with our customers is important. In fact, my company has a 99 percent customer satisfaction rate for a few good reasons. One, we are able to come up with answers and solutions that our customers face. And we deliver it to them promptly.
At one point, we were only using two ways of communication: telephone and email. I felt something was missing. So I decided to explore our website. And I knew right away what it was. We needed another communication tool that was fast, responsive, and user friendly for my customers.
That’s when I Googled for potential solutions. And it somehow led me to REVE Chat. Needless to say, I was quite impressed with the features and abilities it had. Now I knew I had the power of fast, responsive customer service at my disposal. It didn’t take my team long to catch on with the user process and they were able to solve customer issues much faster than normal.
REVE Chat Features
Live Chat
If anything, live chat has always proven itself as a reliable tool for customer service. And I knew I made the right move when we adopted it within our lines of communication. I know my customers will want to communicate with someone who is a real person rather than a robot. So it would make sense to implement this along with the other live chat options that we offer.
For example, I highly recommended that we use the live video chat option. That way, it gives the customer further confirmation that they are talking to a real person at the other end. This further eliminates the frustration of having to deal with those automated talking machines that seem to know all the answers to everything.
Even my customer satisfaction rate rose after adopting this feature. More than 99 percent of my customers said in their reviews that the customer service team was authentic, attentive, and solved problems fast without any waiting or frustrating automated menus.
I can say for certain that this was the right move for my business. No, we haven’t done away with phone and email since there are those who might not have the ability to communicate through our video live chat. But I always found communication a whole lot more effective when it comes to putting the customer first in our business.
AI Chatbots
There will be times when our customers need common information about a product or service. That’s where the AI chatbots come in. And I have used them to my advantage for a few things. This included setting up appointments, answering frequently asked questions, and information regarding their account. This also included when their next bills needed to be paid.
We like to keep our customers in the loop as much as possible with “need to know things”. These chatbots have come a long way from its early inception. And I can tell you right now, they’re not for marketing purposes as some claim that they are.
AI is the future, that I cannot deny. But they can be useful to an extent. They can’t do most of the things humanity can do. So that’s why I use them for whatever tasks that can be automated without issue. Plus, I always make sure that my bot always re-directs things to customer service if and when the situation calls for it.
Co-Browsing
One of the best things about this software is co-browsing. It helps out with the customer service experience a lot. Customers will be able to go through a specific walkthrough process that might be outlined by customer service reps.
Not to mention, it also cranks up the engagement factor between my representatives and customers. This will work perfectly with the already existing live chat features like live video chat. Whether you get it on the desktop or mobile, there’s nothing more innovative or exciting than working with customers using this feature.
Multi-Channel Messaging
As far as outreach is concerned, I thought about reaching out to our customers beyond our own website. I was pleased to know that this was a possibility when REVE Chat gave me the ability to communicate with customers through various platforms like Facebook and Telegram. Why direct them to our website when our customers can communicate with them right on the other platforms when it’s necessary.
Mobile SDK
I read somewhere that the average person touches their phone about 3,000 times in a 24 hour period. This includes calls, surfing the web, texting, and so on. There was no way REVE Chat could go on without an SDK that is compatible with most mobile devices.
At this point, I can say that if not for REVE Chat, we’d be lost. Not to mention, our customers are usually on their phones all the time. So why not communicate with them on a platform that has mobile capabilities in place.
You can add them to web or mobile apps along with any in-app messaging features that you might have. Who says you have to be on a computer in order to reach out to anyone? I know that we won’t leave our customers with limited options whenever they want to get in contact with us.
Pros
Cons
Final Verdict
If you are looking for a way to open up new levels of communication with your customers, REVE Chat is exactly what you need. Especially when you want to up the ante when it comes to customer service. I could not have gone on with business as usual had I not made some changes to the way we communicate with our customers. I want my customers to have that feeling of being listened to and being able to communicate with the real people that make my customer service team the best.
