If you have ever visited any website online and had questions or concerns regarding something and tried to engage in their online chat services only to end up having to wait 5-10 minutes for a single response and that too without enough details, then you probably got annoyed and decided that you would not want to waste any more time on said website and promptly closed it. This is a classic example of bad online customer support service. The entire purpose of online customer support is to be able to have quick and immediate responses, so if customers fail to get that, then they will be dissatisfied.
It can understandably get difficult to deal with customers online because there are a number of customers at a single time asking a lot of questions, and it can be difficult to keep track of everything especially when there is a lot of traffic on the website. Software developers recognized this problem and ended up developing online support programs that businesses could utilize in order to optimize and better improve their quality of customer care and support services.
There a number of different types of online support programs and you can find popular options, or you can look around and find hidden gems that are actually better than the popular options, for instance, you can find a good Intercom alternative through software like Kayako and so on. Each online support system has its own advantages, features and drawbacks as well. Some online support systems are better integrated into other apps, allowing you to make better connections more quickly, others might not require additional plug-ins and costs to work and so on. So, you will have to take some time getting to know different online support systems before you find one that you feel will work best for your business.