Online events started to take an active role, especially in e-commerce and marketing fields, under the influence of pandemics. Customers can communicate with businesses in many ways now. These communication channels let companies interact with their followers and potential customers. However, there’re critical differences. So, what are these differences?
What Is Live Support?
Live support is a customer service platform allowing you to support and inform customers simultaneously. It works as a single-session instant messaging tool where your customers can communicate with you in real-time. As a result, a live support system can increase your website’s conversion rates and answer customer queries quickly and easily.
What Is Live Message?
As live support, the live message is also a customer service platform that allows customers to chat online with a customer representative. However, live message conversations aren’t always taking place simultaneously. So, it’s more like a social media message system. The representative doesn’t always have to reply at the moment. Both customers and representatives can contribute to chat whenever they want.
Differences Between Live Support and Live Message
Although there are similarities between live chat and live message, these two concepts are different. While both offer opportunities to talk online in real-time and chat effortlessly, there are essential differences between them. Here are some of them that you should be aware of:
1) Chat History
In messages, customers and representatives might not be online at the same time. Conversation history can be recorded between the representative and customer, even if their timing is incompatible. That eliminates the need for duplication of information and can provide a quick solution. In the live chat, the customer doesn’t wait for an answer and receives an immediate response. However, both sides won’t have a chat history. If the customer abandons the chat or doesn’t reply quickly enough, the session will be closed out.
2) Session Border
One of the significant differences between live chat and messaging is that live chat is limited to a single session on a specific device. Therefore, you can’t switch between devices. In live messages, it’s possible to synchronize messages in applications such as Messenger or Apple Messages. According to the research, 75% of the customers prefer private messaging apps such as WhatsApp over traditional channels such as phone calls or emails.
3) Usability
To interact with someone through live chat, you need an online representative or a chatbot available 24/7. If a chatbot or representative isn’t provided, engaging customers through live support isn’t possible. Live message is always available, and messages are delivered regardless of whether the recipient is online or not. This way, the customer doesn’t have to explain their problem repeatedly. The research suggests that 72% of the customers expect their customer service representative to know who they’re and what’s their history with customer service.
The Easy Way to Stay Engaged with Customers: Infoset
Infoset helps you talk to your customers sooner rather than later, send announcements, get feedback or solve their problems instantly. Its proactive support allows you to increase your conversion and make sure you help your customers. Thanks to Infoset, you can embed an entirely personalized live chat support, chat with your customers in real-time and increase your potential customers. Start using Infoset today to take your customer experience to the next level and increase your sales!