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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 make a live chat session engaging

When a customer reaches out through live chat, one thing an agent must keep in mind is the need to make the conversation lively and humane. The customer should not think they are talking to a robot. The agent has a lot to do in this regard. Also, some customers may not be chatty, an agent must know how to get them to talk. The more information customers are able to provide, the more easily the chat agent will be able to serve them. Mastering the art of conversation can require effort even though there are those who are talented at it. If you have chat agents who are not gifted at making conversations lively, the following guidelines can be practiced with these agents to improve their conversational skills. They should learn this both online and offline. Be a good listener. Knowing how to listen is a skill that many lack. Training your agents in listening skills will bolster their performance on live chat. They should be taught how to ask probing questions that will make the customer disclose more information. Know the product. Gaining good knowledge and interaction with products can help an agent offer key insight into the […]
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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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Customer relationship management and live chat

Business relationships involves the exchange of data and information between two entities. Usually, a business and a customer or two business entities. Everything in life boils down to relationships. How effectively you manage the relationships determine how long they will last. This is why businesses that worth their salt have a customer relationship management (CRM) system. With a CRM system, a business is equipped with what it needs to manage a business relationship. However, the data needed to manage these relationships these days mostly come from another source. Live chat! The real deal here is how to create a channel of communication between live chat software and the CRM software of your company. More and more online shoppers depend heavily on live chat sessions to make purchases and express their worries about certain products. A proactive company uses these pieces of information to seek out ways to provide maximum satisfaction to customers. It is amazing the amount of information that can be got through chat sessions. People feel more comfortable chatting and express themselves more easily through this means. Chat agents should have access to the sales records of your customers. This will enable them know the buying patterns of […]
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Tips for live chat outsourcing

Live chat has become a veritable tool for businesses that seek conversion increase in the number of visitors to their website. It allows a representative of the company to answer questions about products and generate more sales through customer engagement using instant messaging. Managing a live chat is not as easy as installing one on your website. Improper handling can make you wish you didn’t have that plugin in the first place. Conversely, excellent live chat services have been proven to dovetail with increase in conversion, better customer experience, and improved customer services for most businesses. 52% of customers will buy again from companies that offer excellent live chat support, stats have shown. A properly managed live chat by a skilled agent can be a great asset to your company just as a bot or software program can be a great liability when people are dissatisfied by the services it provides. The problem with a skilled live chat agent is that the cost of having one can make the company’s purse grow lean. So, what’s the way out? Live chat outsourcing! Live chat outsourcing has many great advantages for your company: In modern e-commerce, the ability to answer customers’ questions while […]
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Angry customer on the other side of the chat? This is how to properly deal with such situations

Like with any other form of customer service, you can also encounter angry customers with live chat, but, like with every other form of customer service, there are ways to deal with such customers adequately, because live chat is intended as an additional service toward your customers, and not as a means to scare them away. So, what should you do if you’re faced with an angry customer? Follow these LiveChat Pro tips! 
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How live chat contributes to “the Age of the Customer”

You’ve probably had to deal with live chat in a business setting before. Perhaps you were visiting a website and a chat window opened, politely asking you if you were in need of help to make your choice, or maybe you read a Frankwatching article about it. One thing is certain, live chat is a great addition to your customer service mix in a time in which customers are increasingly in control. 
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What is proactive live chat?

Mar 03, 2018 by Anthony Carter Tags: proactive chatting

Compared to the last two years, the availability of Dutch websites via live chat has improved in 2016. This is why it is time to look at an important aspect of live chat. We previously explained how you can boost your live-chat channel to achieve better results. One of the tips we gave was to actively talk to your customers; proactively, in other words. What does that entail, what is the best approach and what can you achieve with live chat?
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Why it is better to outsource lead generation

If your company is growing, it could be a good idea to outsource certain aspects of your working activities; aspects that you need not necessary manage yourself. Lead generation is a good example of this kind of activity. For many companies, lead generation has a very high priority, making it important that it is done as properly and efficiently as possible. 
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