Live chat customer support tips
Like any other business, your business also encounters diverse customers with distinct characteristics. There are customers who find ways to engage with your websites as soon as they reach it and there are customers who do not know how to get what they want. It is in fact your responsibility to assist the latter.One of the best ways to do the same is to use proactive chat and if you do not know how to leverage the said platform, the following chat customer service tips can be helpful.
Understand if it’s the right time to talk
Making customers feel that the company respects their privacy and values their time is one of the best ways to instantly create a worthy impression of your business. Ask the users for an appointment to contact them over a phone or chat and it can show how considerate and professional you are to the customers. This will also give the customer enough time to think over the appointment and make decisions quickly which is really important to you from an economical point of view. Most of the live chat service providers in India know how to assure the comfort of visitors on the site while they initiate the conversation process.
Know the pre-chat history of the users, if any
One of the best ways to ensure that your proactive chats meet their objectives you set in the first place is to understand the pre-chat history of the customer. It can not only help call center agents to improve the efficiency of the interaction but also help them offer all the answers the customer might need. Having thorough understanding of their chat history can also customize the conversation to make them feel that you care for their requirements and value the relationship with them.
Use customized chat invitations
There is no doubt that the website with a live chat customer support option is likely to get more visitors than others. Even then, if you would like to impress the customers with unmatched user-experience, you must always customize the chat invitation with an exciting idea to the user. You can use a wide range of ideas to customize the same as per the offering the customers often seek.
Get your chat buttons effectively optimized
Another important aspect to take care while having a chat box on your website is that it must always be optimized to offer best support to the visitors. It should never cover or conceal any information presented on your website and reduce readability. Also chat buttons must not be distracting in any manner. If you contact any of the professional companies providing outbound customer support services via chat, they will surely ask you first to place the chat buttons strategically.
Analyze the visitor’s chat data and learn from it
This is one of the live chat best practices.If you have a customer who keeps on contacting you multiple times, it is important that you try to understand the concerns of the customer and help them solve it. Analyze the chat data comprehensively if you require better understanding of the issue. Most of the times, agents may be contacting the customer without actually learning about the issue at hand and leave the customer all the more frustrated, which is the last thing you want. So, ensure that you are well equipped with everything that the customer might need based on their chat analyses.
While this is not a definite guide to optimize your proactive chat with your visitors and customers, these will provide certain ideas for you to get started. Further, you can also use any ideas that you think might work for your business. You can always experiment with it; there is no harm but it is always wise to make sure that it’s constructive.
Another option for you is to hire any of the best chat support process outsourcing companies having relevant years of industry experience. Also make sure that the call center outsourcing pricing quoted is reasonable and in line with the quality of services availed.