To effectively provide live chat support, agents should not walk away from a customer too soon. Instead, they should stay on the phone until both parties agree. The customer’s comments may reveal more complex needs, such as core functionality problems. It’s also important to understand what their technical needs are. These comments should be documented so agents can quickly identify and resolve any issues. Read on to learn more about live chat support best practices.
Six best practices for live chat support
One of the best ways to increase the effectiveness of your live chat support is to place it in a prominent location on your website. Ideally, the chat window should not obstruct important navigation links or information. If necessary, you can use a small chat button to open the chat window when clicked. In addition, make sure that the switch is easily accessible. You can also use canned messages to help your customer service representatives.
It’s essential to keep in mind that your live chat support agents may not be available all the time, especially during busy times. If so, they should respond to every live chat query as soon as possible. While this may slow down your customer support process and make customers feel little frustrated, proactive messages are a great way to avoid this. Providing customers with personalized messages will make them feel important and appreciated. In addition, your agents’ time on a live chat request can be used to better serve other customers.
Why it’s important
Providing live chat support to your customers is an intelligent decision. This feature offers customers personalized support and is much quicker than the usual canned responses. Live chat also helps you maintain an excellent reputation by ensuring that your response times are prompt and accurate. Listed below are some reasons you should integrate live chat on your website. They all contribute to a better customer experience. Let’s find out how you can start using live chat on your website.
Customer service is a top priority for your customers. You can save time and effort by enabling agents to multitask with live chat support. People are constantly on the go, so they don’t have time to wait for your support staff to respond to every single message. Live chat also enables agents to drop and pick up a conversation at any time without disrupting the flow of a live discussion. Plus, live chat support is super cheap.
How to implement it
When it comes to implementing your website, there are many different factors that you need to consider. The first consideration is the type of you want to offer. A good solution will have options for customers to speak to a live agent directly and integration with self-service capabilities. Once you have a clear picture of what your customers want, you can begin planning how to best implement your website.
When implementing on your website, it is best to set reminders for yourself or agents in Google Calendar so that you can follow up on older cases. This is one way to show your customers that you’re willing to go the extra mile. You also should ensure that your agents are always greeting customers and interacting with them personalized. This way, they won’t feel like you’re repeating information they already know.
How to scale it
As a growing company, you might wonder how to scale. While adding resources is one of the first steps, scaling your live chat support is not an easy process. In the beginning, you probably dealt with a handful of cases each week and dealt with them promptly and efficiently. But, as you grow, you need to expand your team and implement more complex workflows. Learn how to scale live chat support to handle your growing customer base.
The main goal of scaling customer support is to improve the efficiency of your customer service specialists. They should spend less time on repetitive tasks and more time on critical customer issues. To improve their efficiency, create comprehensive how-to guides and automate repetitive tasks. Automating some of these tasks can free up your customer support team to deal with more complicated cases. For example, increasing your live chat team’s efficiency can help you grow the business quickly. You can also create chatbots that provide simple answers to common customer queries.
For more details:
How to Improve your Live Chat Support