It is no secret today that live chat software is the single most affordable and effective service channel you can use to connect with potential customers, first time website visitors, registered users and existing customers. Let us look at a few ways in which your live chat operators can connect even better as they build bridges with your various customer communities and its diverse segments. Achieving success both on the customer support as well as sales fronts using live chat support is no rocket science as we will soon find out:
Strive for Zero Wait Times
If you review any customer survey data about phone usage, you will notice that the number one concern customers have about phone service is the unpredictable wait time. The same will be said about customer surveys with respect to live chat support if we do not watch out both individually as well as collectively. Put more operators on the job if you begin to notice a pattern. Consider sending your operators back to the training room for a quick course refresher if you believe that training is indeed the challenge.
Provide relevant Answers to Chat Queries
Although it is tempting to push that magic button and send in that canned message across to the live chat visitor, the message is still pre-scripted and may not satisfy the live chat query 100%. Your operators should not only be able to understand the nature of the query but should be extremely familiar and well-versed with the message being sent through a canned message. Good operators are known to avoid canned messages unless it is a greeting or a salutation, a request for an address or a query about a product which can be addressed by responding with a URL.
Research has shown that while these features have been a part of most live chat software solutions for years, many operators do not use them for one reason or another. These are great features to use not merely to respond to customer inquiries but also to conduct a little sales on the side by suggesting products that ideally match the visitor’s requirements or help with a problem the visitor may be facing.
Do your chat operators use other innovative ways to connect with your customers and visitors, Are some of them more popular than others? We would love to hear about them in the comments below.