The basic idea behind providing a live chat assistance on a website is to remove customer pain points in shortest possible time. It is basically meant to ensure that customers are not left alone with their problems. However, it is important to employ some strategies so that your live chat service works appropriately. Read o to know what makes your live chat service efficacious:
Make the chat service clearly visible:
Just adding a live chat service on your website does not serve the purpose. It’s of no use if the customers cannot find it when they need it. So, make sure that the chat button is accessible from any page of your site. Pay special attention to its design so as to improve customer engagement. Also, if it’s not possible to provide 24×7 assistance, let the customers know about your online hours.
Leverage live chat and CRM integration:
Integrating a live chat software with your CRM can help gather valuable information about the target audience. In addition to this, training the live chat agents on CRM will enable them to access and modify individual records as per the requirement.
Keep customers updated with latest offers:
Customers can be informed about new offers and add-ons using live chat. The software can actually be used to provide personalized recommendations and offers. This may further help in increasing sales and customer satisfaction.
Make use of department routing:
Ensure that each chat is handled by the most appropriate agent. Make use of department routing so that the customer queries are directed to the respective departments for an effective resolution. Also, make it a point to set up routing to backup[ departments in case of unavailability of the designated department.
Solve customer pain points using chat surveys:
Use pre-chat and post-chat surveys so as to dig deeper into customer concerns and pain points. Pre-chat surveys help you know what the customers or visitors need and what they expect from you. This information actually enables the agents to be prepared with appropriate responses to customer queries. On the other hand, post-chat surveys help get valuable feedback from the customers. This feedback further enables a business to identify areas of improvement and hence employ strategies to remove these shortcomings.
Source: Live Chat Agent