Live chat support is fast becoming the main pillar in the world of customer
support. We are living in a world where people are more comfortable chatting
rather than calling for customer service. Reports show that 73.37% of the
people are satisfied after chatting with customer support. They prefer it over
other methods of communication like emails, telephone calls. 42.3% of customers
said that they don’t mind if companies only provide Live Chat service.
However, it is difficult to satisfy your customers by only providing Live chat on your website. You need to use it properly to satisfy your customers. There are many factors to consider while providing chat support. From using a specific language style to response time, there are several ways you can engage customers better.
Introduce yourself properly to the customers, use your name. It adds a human touch. Customers should know that they are chatting with a human and not bot.
When you use a typing indicator, the customer can see you are there for them. This makes them comfortable, as they can see that you are actively responding to their messages.
You should use periods when finishing sentences and not ellipses (three continuous dots) like we do when chatting with a friend.
Using caps for some words or emphasizing can be useful, but using too much can look like shouting. You should try to keep caps words to a minimum.
Using pre-set responses can quicken response time, but you should not use too much of it. Using too many canned responses makes you look like a bot.
When someone visits your website, start a chat by sending them a dynamic invite. You can use formal greetings and ask how you can help them.
You should try to use proper grammar (formal), always use professional words and sentences. Remember, you are talking to a customer and not a friend.
You can remove the language barrier by using translator tools. Using a native language makes a better connection.
Uploading documents, pictures easily helps in understanding problems and providing solutions better.
Getting customer’s names, addresses, and other information helps in providing personalized touch. It also helps in providing relevant service.
You should send post-chat surveys to gauge customer’s satisfaction. It helps in continuous improvement.
It is a cliché point, but; we are emphasizing to make it clear. You should never ask personal questions like marital status or religious beliefs. Chat only about the relevant issues.
Some issues need in-depth support. If needed, ask the customer for a co-browsing session. Tell them you need to explain.
When you monitor chat sessions, you are always learning and improving. It helps in internal training and support.
Return visitors don’t like to reintroduce themselves again. Chat history solves this issue for you.
You should keep the chat button up front and not on the second or third page of the website. It should be visible readily.
Chat data is valuable, opt for software that easily integrates with a CRM.
The customer chat extends your business, keep a consistent tone that matches your website, emails, and social channels.
Video chat is great for providing customer support. Face-to-face interactions help in solving issues faster and better.
You should list the online hours (working hours) to manage customer’s expectations. When you are offline, make support documents easily accessible.
Understand the chat traffic and schedule it appropriately for your support agents. Ensure you have enough agents available at peak hours.
Ideally, respond within 60 seconds of customer contact. Every second count and today’s customer won’t wait for long before leaving the chat session.
Your chat box should be consistent with the website colour, theme, fonts, etc. It should feel like an extension of your website.
You should offer the customer chat transcripts for transparency and good business practice.
Customer chat transcripts can provide many valuable insights, solutions, and much more. You can use it to create a knowledge base and FAQs as well.
Chat shouldn’t be one-way traffic, you must engage the customer for a better understanding of the issues.
The chat window should be placed on the landing page or where it can be easily seen. Do not redirect the customer to a new page.
When you use agents’ actual images, it adds a personal touch. You don’t want to use a stock image - you can lose your believability.
A customer doesn’t want to wait. It is a good practice to accept all chats automatically.
You should provide your agents with proper training before letting them chat with customers. Keep proper documentation for future references.
Use triggers like a customer is waiting for 15 seconds on a page? Are they searching for answers on the FAQs page? Use chat pop-ups for initiating the chat.
Your chat should be easily accessible, but not intrusive. Don’t make them huge, don’t pop-up the chat as soon as one lands on the page.
You can use subtle features like a small bounce or wiggle to attract the customer’s attention. However, don’t make it intrusive by doing excessively.
A customer looks for the chat window on the right-bottom side of the screen. Don’t complicate by placing anywhere else.
When you need some time to find information about some issue, inform the customer about the wait. It prevents frustration and is courteous.
When you are sending out marketing emails or some new offers, include a chat button in the email.
Don’t use giant fonts or ultra-bright colours. You should stick to the colours which are consistent with your website & business.
When you are sending a link or a file, inform the customer beforehand. Your customer shouldn’t become suspicious about malware or viruses.
You should focus on every opportunity to upsell or cross-sell. Provide your support agent sales training to understand opportunities.
When you’re replying “OK” or “fine”, it sounds like you’re disinterested or in a rush. It can make the customer uneasy and you can lose selling opportunities.
Don’t go in all guns blazing, sending multiple questions or responses at once. Make the customer comfortable by giving them time to respond. It is an opportunity to connect and not an interrogation.
When dealing with over one chat simultaneously, set your status like busy, at lunch or away. If the traffic is more, divert some of it to other support agents.
Always end the chat with a sincere thank you to the customer. Leaving on a high makes the customer satisfied and increases loyalty towards your business.
You should promote your business by broadcasting about the live chat support you provide. You can use it on the email footers for providing a quick access option.
You must have got simple ideas to increase customer engagement. You should measure metrics that are important to your business. This way you can improve effectiveness by identifying areas upon which you can improve. Some KPI you should measure:
Always measure the response time, research suggests that customers are more likely to have a positive attitude towards your brand when the average response time is less than 50 seconds.
Keep a track of the total chat with your customers. If you have a higher chat volume, it means a good engagement rate and vice versa.
Keep track of the total number of visitors. Record the number of chats assigned, the number of queries solved and pending issues.
Record how many visitors chat, it helps understand the visitor and make your products/ services better.
If you want to take away the most important points from this blog, it would be to provide an exceptional customer experience. Aim to provide an experience that delights and satisfies your customers. You can do this by:
● Delivering a humanized touch
● Putting in the shoes of your visitors
● Connecting with the customers emotionally
Always end the chat on a positive note, making customers feel appreciated and thank them for their time. As the saying goes, happy customers are faithful customers. For enquiries, contact our customer support.