The Top Industries That Need Chat Support Services

Chat windows and support pop ups are not new. In fact, live chat support has its origins dating back to the 1970’s. That’s even before the internet entered the picture! Which is why consumers, across age groups and geographies, are familiar with chat support tools. Advanced chatbots are able to perform a variety of functions including offering proactive information, collecting customer data, improving and streamlining processes. 

However, there are some sectors or businesses that need it more than others.

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Let’s find out what these are and how chat support services play a role in driving these businesses.

1) Ecommerce and Logistics

Though the two areas of ecommerce and logistics are individual industries, they are related due to consumer perception. When a buyer purchases a product from a website or online marketplace, the company from which the product is purchased is held responsible by the buyer, till it reaches him or her. In this way, logistics is related in terms of warehousing, distribution, transportation and delivery. Plus the after sales mechanism completes the entire customer journey. 

India has the highest rate of growth for ecommerce businesses. Hence, to begin with, it’s vital for every online business, especially retailers to make sure they are providing the best services and support. This is the main reason for chat support services for this sector. 

Apart from communicating with customers, real-time chat also helps ecommerce business owners to track and exchange information between their suppliers, partners and vendors. Chatbots can be programmed to deal with all kinds of questions, posed by various audiences. 

When we consider Logistics, chat support can assist to keep customers in tune with the location and status of their products. It also helps to address situations related to issues, grievances, delays or accidents.

2) Finance and Banking

The ease that technology lends the banking industry is evident for all to see and experience on a daily basis. 

Functions such as applying for a loan, conducting a transaction, making a payment are simplified and casual. So, visiting your local bank is no longer necessary and it’s the same with receiving financial guidance and support. 

Chatbots and Human chat play a great role in this. Today, personal bankers, investment advisers and loan agents are available via chat-enabled apps. Chatbots work 24 by 7, long after banking hours are over. All kinds of queries from the basic ones to complicated personalised financial assistance can be offered via chat. 

Chatbots are also used to collect customer data. In fact, chatbots in the Banking industry were what drove the idea of making data-driven decisions in every aspect of the business. Plus chatbot communication is largely encrypted to not only protect customer information, but also adhere to industry regulations. 

3) Edutech and Education 

The Indian Educational and Education Technology industries have grown exponentially in the last few years.  Investments have shot up and so has the number of industry players. 

Chat support in this sector began with schools and tutoring going online. This support can be extended and tailored to students, teachers, parents and educational institutes. Right from the admission process till final exams, live  chat can help to smoothen out any bumps in the system and keep the academic cycles running with ease.

Advanced software, AI and chatbots will continue to play vital roles in these lines. 

Related: Top Tips To Improve Customer Service In The Education Sector

4) Travel & Hospitality 

Round the clock chatbots are especially relevant to the Travel & Hospitality sectors due to the global clientele that exist in different time zones. 

Without advanced chat support systems, one can lose leads, interest and witness drops in business. Other areas where chatbots work well include answering queries or collecting information about traveller preferences, medical information, trip related data, travel insurance and others.  

Hotels are now offering long stay options and revised tariffs and amenities which chatbots can accurately pass on to customers. Chatbots are like virtual concierges that know what their customers want and book it for them.

FInally, chatbots are universally applicable and the best part is that they get more refined every year. Intuitive chatbots  are no longer the future, they are here and taking over every support function. Currently, almost 40% of companies across the board utilise live chat services in India. This number is forecasted to increase as chat mechanisms continue to evolve and develop. 

If you require chat support for your business, contact us today for the latest chat features.