How to Keep Your Brand Name Intact With Live Chat Software?

2We are living in a digital age where almost everything is done over our devices which have internet connectivity. Almost everything nowadays can be done through our computers, laptops, tablets, mobile phones and other similar devices.

This trend has been recognized by business organizations as well, and they are fully aware that there is lot of potential for making money with online customers. This is why business organizations have worked hard to deliver their customers an amazing shopping experiences for online customers as well. Brands are looking to have a great impact online, as well as in the physical world.

One of the biggest parts of branding is customer support and customer service, and for a lot of businesses, it was a problem to highlight these two online, as there were simply no tools and no room for them, but with the introduction of live chat software, a lot of business organizations were able to help their customers and themselves as well.

What is live chat?

Most users are already familiar with live chat software and people use them on a daily basis. However, if you want to understand the relation between live chat and branding online, you will have to know the essentials behind live chat.

Live chat software is basically a simple instant messenger that pops out on websites, social media profiles, blogs, etc. Businesses use them to give their customers quick and accurate answers while, at the same time, customers don’t have to pay a lot of attention to it.  

In this digital era, it is one of the most important customer service channels a business can possibly offer and you must have it if you want people to take your seriously. Live chat software is one of the most dynamic ways you can engage and connect with customers.

This is one of the best customer support tools you can have today, as It allows you to talk to customers and those potential ones in real time. If someone has any questions about your products, services, discounts or pretty much anything else, that person only has to ask you on the small, live chat messenger that pops out. Someone from your customer service department will give them helpful answers.

Live chat is a great tool in capturing leads, monitoring visitor behavior on website and much more. It is a complete package every online business desires, which is why the trend of live chat has boomed tremendously. Every online business, irrespective of the sector is adopting live chat for a better customer support and customer retention. It becomes a brand value of a company as the assistance provided is quick and efficient.  

Now, what does this have to do with branding? First of all, customer support has a vital impact on how a brand is perceived.

Live chat for exceptional customer support

By not having a live chat software implemented online, a business will only destroy its brand. In the online world, there are not many ways a person can have interactions with customer support. It’s either via email or call support. Waiting for replies can take a long time and no customer, no matter how loyal he or she is, will not be willing to wait that long to get the answers they need.

With live chat, a person can simply ask a question instantly and get an immediate answer. Customer support can establish better connection with clients and offer suggestions, advice or even take criticism from clients and improve their mistakes.

Live chat offers the simplest ways to resolve customer queries. A live chat agent can offer assistance by using features such as cobrowsing. With the help of such features, agents can guide the customers in navigating the website and also provide visual explanations to their customers.

Agents can also offer canned responses to frequently asked questions, which will save the time for both customers as well as operators. Apart from canned responses, agents can guide customers directly to specific pages with push URLs. And because it is a chat conversation, customers can browse your website and look for more things to purchase, so it does not requires exclusive attention, which works for better conversion in a way.

Simply put, live chat will take your customer support to a whole new level and, like I mentioned before, this is very important for a brand to be respected and trusted. This tool is effective for both giving simple short answers and in depth responses that customers might require.

For a brand to be trusted, it needs to communicate with its audience and maintain valuable relationships, and this is what live chat allows them to do. When people interact with a brand online, it might feel distant or artificial to them and this doesn’t instill lot of confidence. Live chat breaks this barrier.

Live chat is the ultimate customer support tool online

In a way, live chat is like e-mails on steroids. It has all the qualities people love about e-mail support, such as a professional tone, prepared transcripts, and clear verbiage, while at the same time making all of these things more available and putting them into a channel where customers feel more comfortable.

The same things applies for phone customer support. Live chat also creates that one on one interaction between the two parties. One employee gives personal attention to a customer while at the same time being able to give better information by sending images, videos, pdfs, etc.

At the same time, customers can multitask and do something else while they are waiting to get their answer. It provides customers with a relaxed atmosphere, where they don’t need to give their utmost attention. It is very convenient for consumers and they can browse a company’s store while they are waiting for information.

Employees are brand ambassadors

One of the best ways to promote your brand passively and effectively is through your employees. When a business “educates” and inserts the brand’s rules policies, culture, story and other important brand values, employees will, just by doing their job, protect their brand and promote it even further.

This is especially true for employees who work in customer support. Their job is to communicate with clients on a daily basis and they have the chance to protect the brand and invoke trust with consumers. Given the fact that live chat is customer support in nature, it offers a great opportunity to your employees to promote your brand online through conversation, politeness, insightfulness, and overall help.

Live chat as a branding tool

Most of the live chat software are offered as white label, which means that it can be branded as a part of your own website and business. This feature of live chat automatically increases the company’s branding.

It not only increases the brand value but also puts you in the category of other professional businesses, which itself is a brand value. So, having a live chat on your website, you offer a sense of welcome to the visitors.

Live chat can also be used in creating a specific brand image for your business. It basically depends upon how you are using the live chat. If you have a catchy auto greeting for the visitor and a specific process to engage visitors and offer them assistance then it becomes the image of your brand. Also, providing great support throughout the visitor’s journey to your business will get you more conversions and if the visitors are happy, they are bound to promote your brand to their family and friends.

If you have a great customer support, then most of your branding is complete. Why?

Because if you look at what branding is, it is all about good public image of a company because of their provided quality, delivery and customer support. Out of which, customer support is the most crucial and sensitive factor as most of the people change their brands because of how they are treated by the support.

So, to provide exceptional support, you need to focus on one thing which is time! If you are taking least amount of time in resolving customer queries then your support is more likely a good one.

Great customer support will directly reflect your brand ethics and the importance of customers. This is more likely to provide more conversions, more leads and the most important, loyalty.

Loyal and long term customers can also be a reason for a good reputation in the market. So, if you showcase your loyal customer, you can improve your brand value significantly.      

In the end, I would like to mention that live chat messenger can be customized in many ways. It can have different windows, chat buttons, colors, and CSS styles. Through the design of your live chat messenger, you can also showcase your brand by inserting your logo, or using your brand’s colors. For a brand to be effective and foolproof it needs to be consistent and live chat allows you to do this as well through its custom designs.

Christopher Robinson

By Christopher Robinson

Christopher Robinson is a senior productivity research analyst who specializes in optimizing online collaboration and project management using Scrum and agile approaches. In his work, he always emphasizes the need for distributed work training and the formation of efficient work habits. His work was mentioned in various business publications, including Entrepreneur and InfoQ. He’s a strong proponent of the GTD model. He has been cooperating with the FinancesOnline team for 5 years now, and his publications always focus on practical aspects of productivity tools that can have an actual, transformative impact on a company.

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