Posted on December 15, 2014 by live2support
Since Christmas is in the air every step of the way at Live2support, we are all excited in anticipation of the throngs of happy and excited Christmas shoppers who will come to your website to flash their credit cards and jingle their pocket change . Christmas is finally here and Live2Support is once again ready to help you serenade your customers, users and website visitors with the spirit of Christmas. Add a zing and that extra special touch to your celebration by customizing your chat windows with Christmas icons and header images based on the festive theme of the season. Here is how:
Personalizing the Visitor Chat Experience with the Christmas Theme
As regular customers and members of the Live2Support family, you already know about the hundreds of ways in which you can get creative by using our live chat window icons and header images to personalize the visitor chat experience. The process remains much the same except that the theme this time is seasonal. You would use the same customization methods that you have used in the past to use the icons of your choice and display them on your website.
In order to use Live2Support’s Christmas collection and use all the Santa bells we have for our customers, you will first need to log in with your user ID and password. Go to the Control Panel and access our image collection. Select the icons and header images you like and follow the same process that you have adopted in the past.
Preserving your Corporate Identity
Christmas images for the Visitor Chat Window can still feature your company logo and colors prominently as they have done before. We encourage the use of your corporate identity to help you further polish your brand and generate additional brand exposure.
Christmas is a time to introspect, plan for the upcoming year, and express gratitude for everything we have achieved so far. As always, we are standing by to help you with all your questions and suggestions. Visit our Support Page and chat with us! What difference did the icons and header images make to your website’s overall look and feel? What was your experience as you blended the Christmas icons and header images with your website? We would love to hear from you through the blog comments below.
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Posted on December 4, 2014 by live2support
Live chat service has been benchmarked by industry experts as a highly effective, low cost service channel when compared to phone and email support. You can provide phone support to your customers in special situations where phone interaction may resolve the issue promptly. That said, no technology is perfect, and once in a while, there are situations to face and challenges to confront. If you begin to notice that your chat queue happens to be backing up more often than anticipated, consider it a red flag in your customer support funnel and address the situation promptly. Let us briefly examine some of the reasons that cause chat queue backups and suggest ways to resolve them:
Abandon Technology that may not be up to the Mark
The suggestion might sound radical. However, it is best to be realistic. At Live2Support, you can expect the chat communication to go through our servers in under one second and that is putting it rather conservatively. However, that may not be true about every live chat service out there. The best way to find out is by testing communication speeds using two work stations placed side-by-side. After all, the proof is always in the pudding. Switch platforms if your current chat application fails the proverbial litmus test. At the end of the day, your loyalty is to your customers and not to the technology that creates the connection.
Hire additional Chat Reps
Chat queues form mostly because of human resource deficiencies especially during the holiday season. For instance, if you are currently using a single operator license with one chat rep and you notice backups even when your rep is preoccupied handling multiple chats, it is time to upgrade to a two-operator license and hire a second chat rep. Treat the added cost as an investment that will help you retain customers and significantly reduce customer acquisition costs. Adjust your staffing needs in accordance with demand and supply considerations. You should also leverage the chat routing features of your live chat software to improve efficiency and reduce wait times.
Train your chat Reps
As is the case with just about everything in the service industry, training matters. Take the time out to watch your chat reps in action without any advance notice. If you happen to notice that your chat reps are taking too long to answer chat inquiries, there are several steps you can take:
- Segment those chat inquiries that can be addressed with standardized answers and add them to your list of canned messages.
- Put your chat reps on all your mailing lists, newsletters, alerts, internal briefs, promotional announcements and policy change notifications only to name a few and assign these documents as required reading.
- Ask your chat reps to study (and not scan) your website content while they are between chats to learn more about your products and services in order to remain updated at all times.
You will notice a 20% reduction in response times in less than a week if you implement these requirements strictly.
Are wait times and queue backups a major hurdle in a chat environment? We do not believe so. All it takes is a concerted effort and some commitment. You will begin to notice results before you know it. Have you experienced a wait time challenge on your website? What steps did you take to resolve the issue? We would like to know more about your experience through our blog comments.
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