How to Use Customer Live Chat Service Effectively

Customer service has come a long way from personal visits to the company/ showroom/ store to phone calls and emails, which has now extended to live chat window on your website. As of now, live chat stands as the most effective and trendy customer support method.

Live Chat - The Latest Customer Service Support System

As per recent studies, around 71% of people have shown satisfaction with the way live chat work. What this means is people are taking help from the live chat or customer service window that appears on the company’s website. Many small and big companies have already installed this model of customer support system on their official website.

Customer live chat service is the newest discovery and is a very cost-efficient and cheaper mode of customer support. Well, when you analyse closely, you’ll find that the cost of hiring a few live chat agents is far less than maintaining a toll-free helpline. And as per the most recent surveys, people prefer chatting service over phone calls.

However, setting up the live chat window on your website just isn’t enough, but you must use different ways to make the most out of it. Here are some of the techniques you can use:

Position the Live Chat Window on the Bottom Right Side of Your Website

By positioning the chat window on the websites’ bottom right corner, the chat sign will be most visible. A majority of the world’s population is right-handed; the website surfer will impulsively notice the pop-up button that comes up on the bottom right-hand side more than any other place on the screen. Ensure your chat window is bright but serene so that it doesn’t irritate the user.

Position the Live Chat Window on Every Webpage

If you position your chat widget only on one page - for instance, the home page, then you’re going to lose the traffic that is coming from the rest of the website pages. Thus, to take advantage of every lead, it’s vital to position the live chat customer support window on every page throughout the website.

Begin the Conversation

The user often quits the website when he or she is unable to find the information that’s present on the website due to poor navigation or site structure. Now imagine, if such a website has a live chat window already set up and working, then while the user/customer is still browsing, the live chat customer support window opens up and asks “May I help You”. Wow, that’s amazing! The user might just stop searching and enter their query into the live chat-box. In this way, a live chat window can save a potential lead/customer for your business by helping them to discover your website’s full potential.

Personalise the Live Chats

When you personalise your responses to all of your live chats, you’re increasing the likelihood of holding the customers and make them feel special rather than sending out dull robotic messages that don’t connect. Here are some ways to personalise messages:

• Use an agent’s photograph and name within the chat window – this allows visitors to know that they are talking with a real person than mere AI (Artificial Intelligence).
• Use visitor’s name to greet them and use an exclamation mark after the greetings. Using a person’s name makes them feel special, which garners their attention.

Making Use of Visual Communication

People easily understand instructions given to them through visual mode than text. By photos or screenshots, you can easily show to the customer about the next step that the customer has to take. Moreover, visual communication is preferred for situations where directions are not only too long but also complex to put in words. Besides, you can also help a person with the help of video chats or other means of web-cam supported instruction.

Using AI Chat Boxes

AI-driven chat boxes can offer much-needed help to the live chat agents to focus on more grave and intricate issues. AI responses take advantage of the sequence-based chat box that does forecast what your customer requires and offers help by sharing links and/or FAQ lists.

Hire Smart & Skilled Live Chat Agents

Hiring smart and skilled live chat agents will be great to boost your leads, repeat leads and revenues. The skilled live chat agents will be able to solve different types of queries, which you’re current and the potential customer would have. When customers get satisfactory responses to their queries, not only will they buy your products or services but also may become your repeat customer and may also recommend your products or services to others.

Final Words

Apart from the above mentioned key techniques, you can also add the following:

• Provide 24/7 helpline.
• Provide different language support.
• Integrate the functionality that saves all of your chats.
• And offer live chat service on mobile as well.

In this way, managed live chat services will be a win-win situation for everybody involved – you, the employer (for driving revenue and profits), your employees (for commission or incentives they earn based on each sale), and your customers (for they’ll be obtaining a high-quality product or services).