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Category Archives: Live chat

Getting more out of live chat

Jun 05, 2018 by Anthony Carter Tags: improve, live chat

When making an online transaction, it can feel like you are toying with your hard-earned money. A live chat can help bring life to the transaction. People feel safer with their money when there is someone on the other end of the line they can interact with in real time. This sense of reassurance can only be given through a properly managed live chat. Here are some guidelines that will help you get more out of your live chat operation. Make Conversation Transcripts available Some customers may want to go over their conversation with you during a live chat session for various reasons. It could be to get useful information you supplied during the session or to make reference to certain promises you made or reassurance you gave them about a purchase they made. A good live chat practice would be to offer to send a copy of the conversation to them via email. Canned Messages should be used wisely There are certain prerecorded forms of greeting that live chat agents can use to ease their work. These messages must be used wisely so that the customer will not feel like they are chatting with a bot. the purpose of […]
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How helpful is live chat?

May 29, 2018 by Anthony Carter Tags: effective, helpful, live chat

Businesses offering e-commerce services have a present challenge to tackle. How do you help an online shopper deal with their confusion and questions while trying to make a purchase? Live chat is the simple and effective answer to that question. Live chat allows shoppers to interact with customer service reps to get answers to the questions they might have in real time. It can also provide help with items bought. For instance, there could be some features of the product that are not listed on the website. A customer may show some hesitation because they are not sure of what to expect. Live chat bridges the gap between customers and businesses to increase the number of conversions the company gets and also create a satisfied customer. In a study conducted by Bold360 among online buyers in the US, it was found that those who use live chat purchased items online more frequently (weekly) than those who didn’t. 36% of those who never used live chat purchased less than once in a month in comparison to the 18% of those who are online chatters. Online buyers who actively used live chat were found to make more of their holiday shopping online. […]
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Improved live chat services

Improved live chat services It is no longer news that live chat has been an invaluable tool in dealing with customer queries with a view to increasing conversions in an e-commerce world. We live a digital life these days and businesses must rise to the occasion if they are going keep being a going concern. Online shoppers are increasingly depending on live chat services so much so that companies have to pay serious attention to how they handle this customer service department. The life of the company may well depend on it. There are certain tips that will help you to be the best live chat service provider. Automatic response to live chat requests When a customer initiates a chat session, there should be a response to the request in less than 10 seconds. The only way to guarantee this always happens is to have an automatic response that tells the customer an agent will attend to them presently. While they wait for a real agent, get them to fill a pre-chat survey which will gather information about the customer that will be useful to the agent attending to them. Use chat history to gather intel about customers If the […]
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Live chat and lead generation

One of the things that live chat can do for you is the provision of information and data that you can use to identify and cultivate potential customers for a business product or service. This process is known as lead generation. Using live chat, you can pique the interest of customers in a particular product or get them to enquire about the product or service. Here’s how. Keep a FAQ system close to your live chat console. This will increase the speed with which you answer questions asked by a customer. Most of these questions will be on the knowledgebase system that you already have. Create a way to capture lead information easily. Different leads need to be captured differently.t the product or service. Here’s how. Keep a FAQ system close to your live chat console. This will increase the speed with which you answer questions asked by a customer. Most of these questions will be on the knowledgebase system that you already have. Create a way to capture lead information easily. Different leads need to be captured differently. You can set up a form that collects basic personal information from each person. This makes future references easy and also […]
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Statistics on live chat

When it was first launched in 2002, many companies did not immediately see the potentials of live chat for conversion increase on their websites. Over the years however, live chat has fought its way into the sales life of many companies. It has proven to be a useful tool in the creation of a satisfied customer. A satisfied customer means more sales and better PR for the company. Here are some useful information and statistics about live chat that can help you consider the inclusion of live chat to your website and also meet up to its demands. G2 Crowd, a business software review site, in August, 2015 described live chat as a high performer in the industry. It earned the highest overall satisfaction score among all listed companies. Of all the sources of support that companies currently offer customers, the preferred option is live chat. Social media pales beside live chat. According to kayako.com, 3% support is provided via social media, 23% via email, and 32% via telephone while live chat provides 41% of the total support provided. For most customers, their live chat experiences end in frustration. This is due in part to the fact that the agents […]
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Live chat services

Apr 24, 2018 by Anthony Carter Tags: live chat services

It is not enough to offer live chat services. Whatever is worth doing at all is worth doing well. Poor live chat service delivery can chase online shoppers away from your e-commerce platform. It can also result in a negative word of mouth publicity for your business. Therefore, all hands must be on deck to ensure that the live chat services your business offer is handled professionally. Some of these tips might help. Integrate your chat agents into your business network. There should be cooperation across all departments in your company. Chat agents should have easy access to information about products and services rendered. This will help them to be better equipped to answer customer queries. These agents should go through the same training as other salespeople in your company. Intra-organizational communication should also be fluid so that your agents can be up-to-date as far as new developments in the company are concerned. They can always true intel to customers. A typing indicator should be integrated to the chat software. This allows the chat agent to act proactively and respond more promptly to the customer’s needs. As customers type, the chat agent can gain insight into their thought process. When […]
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How to choose the right chat software

When you are ready to incorporate live chat into your business website, there are a few things you need to look out for. Choosing the right software is integral to getting the best out of live chat. Many businesses have not got value for money spent on live chat because they chose a software that is not suited to their needs. Here are a few things to look out for. You need to check if the canned messages can be customized. Customers need to feel that they are being contacted by a real person and not a bot. When the same proactive greeting is offered every time, it sends a wrong message to customers and they are discouraged to use live chat. Does the live chat software have a mobile app? In this world of mobile technology, it is important to be able to offer support via mobile devices. Support needs to be available 24-7 and one way to ensure that is to see that the live chat option you go for has a mobile app incorporated to it. The end user also need to have a mobile responsive chat widget. Customers are most likely going to be accessing your […]
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How do you choose a live chat outsourcing company?

So you have decided to outsource live chat and have started your search for a live chat outsourcing partner to support your business. I am writing this article to help you understand the differences between the various outsourcing partners and how to choose the best one for your company. But Anthony, don’t you work for a company that provides this type of live chat services? Why should I listen to your biased opinion? Good question, dear reader. Yes, we offer managed live chat. Are we the right party for every company? No. We want to work with companies that are suitable for us, so if reading this article helps you decide what partner you need and we turn out not to be that partner, that is fine! Live chat is truly great and I would like to see every site use it and have it operated by the right people – whether that is us, a competitor, or an in-house team. Promise. Now, let’s continue! Outsourcing can be a scary decision. At this moment, you are trying your best to ensure you find the right partner for your company. If you have never used live chat before or even outsourced […]
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New client: OTYS recruitment software

Earlier this month, we started working for OTYS, an international recruitment software developer with over 1,000 customers. LiveChat Pro has implemented live chat on OTYS’ website and is now chatting with website visitors with its chat team between 7 AM and 11 PM, 7 days a week. The team answers questions from visitors and generates demo requests for the sellers. This way, OTYS hopes to get more out of its website and traffic and make things easier for its sellers by generating high-quality leads through chat.
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2015 study: 37% of studied websites are not available via live chat during the day

In June and early July, we studied the availability of live chat among 163 Dutch websites. These websites, ranging from webshops and online travel agencies to company websites from various industries, all offered live chat to their visitors in that period. Research shows that on 37% of the websites, the live chat was offline during the day. In many cases, the website indicated that no employee was available online. Last year, this percentage was 42%. I see a slight improvement in the availability of live chat, but it still surprises me that companies are so poorly accessible through chat, while they are generally easily accessible by phone. Especially young people contact companies via chat more often than by phone. The studied companies should start thinking about how they can better organise their contact centres in terms of live chat. Of the studied sites, nearly three quarters are not available through live chat in the evening, while 70% are not available during weekends.
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