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 they hit the send button, there should be an audible and visible alert that gets sent t0 the agent. This helps a chat agent to know when a customer is waiting for response. This way, they won’t keep customers waiting for so long.
Chats should be transferable.
Different chat agents have different levels of expertise. They must all know each other so well as to know who is best suited to attend to a specific type of need. These agents should be trained to be able to transfer chat sessions to a more suitable handler. This chat transfer must be to the knowledge of the customer though.
To stay on top of your game, you need to stay updated on the best operations in live chat services and live chat software. The rewards for your business far outweigh the cost.
We have only one goal: providing outstanding customer service online. The feedback that we get from customers is that LiveChat Pro precisely does that.
Our clients outsource live chat to us. Chat with us about managed live chat and try it. Or call us. Within 10 to 15 minutes one of our account managers can help you understand how LiveChat Pro works and give an estimate (based on the number of visitors of your website) of how many chats, leads or orders you can expect in a month. And of course he or she will explain the costs and how we work.