A lot of companies who use live chat services on their websites have experienced significant increases in their sales. Live chat services provide instant answers to customers, preventing them from leaving the webpage without purchasing anything because they are unsure of what a product is or they have some questions left unanswered. The live support service is an effective way to convince customers who have some queries without the need for them to call on the phone.
Live chat services also ensure that each customer experiences improved service. It provides a win-win situation not only for the customers but also for the agent and the company. Instead of sending email communication to the business, customers can directly communicate with a live support agent who can provide quick answers and follow-ups.
Live Chat Dos and Don’ts
Below are some do’s and don’ts before beginning to use the live chat service in assisting your customers. Keep in mind that before leaping into live chat support, the customers, the support agents, and the company should be appropriate for this kind of customer support service medium.
1.Indicate the time the live support service is available. Be sure that the operating hours of the live support service are clearly indicated in the live support chat box. Having the customers send real-time messages without anyone to answer their queries will leave a negative impression to your prospective customers. Whether your live support service will be operating during regular business hours or 24/7, convey the information directly to the customers.
2.Do not offer the live support service directly to the customers. Avoid welcoming and approaching a prospective customer with a live support chat box once he reaches your website. All customers should be given ample time to explore your company’s website. Let them be the ones to approach you for a live chat session if they have any queries or clarification they want you to answer. Sending an instant message offering live support assistance directly to a prospective client will just annoy them, compelling them to leave the site and explore your competitor’s webpage instead.
3.Do not make things complicated. The customer’s time is as precious as your time is. Avoid providing endless and complicated web directions and keep all the systems and tools as simple as possible. Try to provide your customers with a one-click system to help expedite the process of asking for assistance especially if the queries are important.
4.Make the customers feel that they are talking to a “real person”. There will be some situations when the business will need to use an automated system in answering all the messages of the clients. However, when talking to a customer through live chat, let the client feel that he is talking to a real person. Try to personalize the chat messaging as much as you can through such ways as crafting the chat messages you are sending to the client depending on the client’s behavior in the website.
5.Do not scare the customers. Most live chat services tools have access to the customer’s information, even the place where the customer is located. However, keep in mind that most customers value their privacy so much. So, when you are talking with the customer, do not incorporate all these information; it will just make the customer uncomfortable and doubtful of the integrity and honesty of the business.
6.Always stay focused. One of the advantages of using live support in catering to your customer’s needs is that it ensures the ability to multi-task. Unlike the traditional phone service where a phone support agent can only handle one customer at a time, in live support service, a support agent can handle 4 to 5 customers at the same time, depending on the agent’s skills and the case’s problem. However, when switching from one chat log to another, the support agent must stay focused on the current session to avoid providing the wrong message, or worse, the wrong customer name.
7.Do not forget to test and assess the system. Though live chat services are effective, do not launch the service in your website without testing and assessing the system first. Optimize the use of the live support services available.