The feature of a live chat for your web business has been around for a long time. Live chat is the key to retaining customers. The customers who use a satisfactory live chat service are likely to come back again. It is the best way of providing a human interaction while the customer is on a website and can help in increasing sales.
Here are 10 tips that should be considered while integrating a live chat on your website:
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The location of a Live Chat support button matters a lot for enhancing the relationship with customers. It is made for helping out customers in case of any confusion while they are on the website and that makes it’s position and design very crucial. It should always be available on the screen of a user. It’s bright colour, bold text and presence on every page can add great value to the site.
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When a customer asks for live support, first, he should be guided to fill out a little survey form which could tell the agent about the client’s issue. But these pre-chat survey forms should not be too lengthy or consist too many questions. They should be just enough to understand the customer’s query and set the direction of the conversation. Adding unnecessary fields in the form like, email, phone number etc., may put off the customer.
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Without proper customization of the messenger, the customers are likely to think that they are being treated by a third party. The personalization of messenger according to the brand, generates the feeling of credibility and trust among the audience. By changing the theme of the messenger, adding company’s logo and changing the text, one can increase the reliability of live chat and and improve brand identity.
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When a customer clicks the live chat button, he should not have to wait for the acceptance from the other side. His request should be immediately accepted with a quick response time and a warm greeting should be sent his way through canned messages. This improves the company’s response time of live chat and strengthens their relationship with their customers.
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If the chat button shows that live chat is available 24×7,then the owner should dedicate a 24×7 support team or else, one should only show the live chat online when the support team is actually present for help. Misleading the customers can be very risky for a business. It may lower the customer’s faith and respect for the company.
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When customers start a conversation, they should be greeted with generosity, but it consumes a lot of time. One may use canned messages for certain parts of the conversation but they should not be overused. While canned messages can be very helpful in saving time, overvaluing them may make the customers feel like they are talking to a machine. It is advised to use this feature strategically.
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A chat agent can handle multiple conversations at the same time. A typing indicator shows the agent what the customer is typing and provide him the ability to forecast his problem and be ready with the answer before hand. Agents should also be alerted with an audible sound, so they would know that the customer is waiting for a reply.
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It is not necessary that each chat agent knows everything. Every agent may have his own area of expertise. If an agent is connected to a conversation that is beyond his level of skill, then he should be able to transfer the chat to a different agent who can provide a better help to the customer.
Let The Customer Ask Himself
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It’s been observed that some websites chase the customers wherever they roam on a website and pops-up live chat option on every single page. The presence of live chat on each page of a website is good but using it as a pop-up may annoy the clients.
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For a better service, a chat agent should know the sales record of a customer.Integration with CRM tool not only allows the agent to gain the knowledge of customer’s history but also allows them to update all the records.
Live chat is rapidly gaining popularity and is becoming the major focus of many companies. But the main success of a live chat integration lies in the hands of the support team. One should make sure that the present support team is trained, efficient and well prepared because when they are involved in an conversation with the customer, they represent the company.
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