Common Pain Points with Live Chat and How to Overcome Them

Article Summary：Live chat has become a popular customer service channel for many businesses due to its convenience and low cost. However, customers don't always have the best experiences with live chat either. There are some common pain points that negatively impact the live chat experience.

Live chat has become a popular customer service channel for many businesses due to its convenience and low cost. However, customers don't always have the best experiences with live chat either. There are some common pain points that negatively impact the live chat experience.

One major issue is long wait times before an agent responds. Customers get frustrated if they have to wait several minutes or more after initiating a chat. By the time an agent replies, customers may have given up and gone elsewhere. A second pain point is lack of information about wait times. Customers feel disconnected if they don't know how long it will be before an agent can help. Not seeing an estimated wait provides a poor first impression.

Another frequent complaint is having to repeat the same information to multiple agents. This happens when agents don't have access to chat transcripts or customer profiles. Customers don't want to reexplain the issue from scratch each time. Language barriers can also cause misunderstandings between customers and agents. With no option for translation, communication breaks down.

Disorganized chat transcripts that are difficult to follow create confusion. Customers want a clean, logical record of the conversation for future reference. Lack of multichannel support is another limitation, as customers prefer moving seamlessly between chat, email and phone.

Udesk addresses these pain points with its innovative live chat platform. Intelligent routing gets customers connected to an available agent within seconds to eliminate wait times. Estimated wait notifications keep customers informed and engaged. Transcripts are automatically saved and shared between agents to avoid repetition. Customers benefit from translation services across 60+ languages.

Udesk chat logs are well-structured for easy browsing. Its omnichannel capabilities allow support to continue across mediums. With these types of features, Udesk ensures customers have smooth, hassle-free conversations. Businesses can provide a high-quality live chat experience and turn customer pain points into positive interactions.

In summary, while live chat is convenient, poorly managed solutions can frustrate customers. Udesk overcomes common live chat challenges through its advanced technologies and focus on customer satisfaction.

》》Take our Live Chat for a spin—for free—to see how it can work for your business.

The article is original by Udesk, and when reprinted, the source must be indicated：https://www.udeskglobal.com/blog/common-pain-points-with-live-chat-and-how-to-overcome-them.html